• Actively monitor and respond to service requests from clients in a timely manner based on pre-determined SLAs using ServiceNow.• Managing and supporting desktop/server environments including technologies such as Microsoft 365, Azure, Active Directory, Synology NAS and Cisco Meraki.• Deploying new applications, system patches, licenses and hardware devices including servers, desktops, laptops, printers and peripherals.• Performing ongoing performance tuning, hardware upgrades and resource optimization.• Diligently maintaining and monitoring backups and restores.• Establishing performance goals with the internal team that align with the strategic direction of the company. Providing leadership, direction, and support to the team.• Striving to stay ahead of current industry trends, new technologies and services that impact customer experience.

• On-boarded, configured and remote monitored sites for company’s clients in Oil & Gas.• Worked with the field technicians during installations/maintenance and solved any networking/firmware issues.• Set up HMIs, alarm callouts, dashboards, data imports and exports for customers.• Troubleshot RTUs in the field using advanced network troubleshooting tools.• Investigated/resolved tickets, and supported clients via Jira ticketing software.• Configured and tested the equipment to be sent out in the field

• Responded to inquiries from customers in need of post-sales technical support using a hands on approach.• Fixed technical hardware and software issues involving connectivity, installation and configuration.• Educated customers in realizing the full benefit of the company’s products and services.• Continuously sought out ways to improve the company processes and elevate customer experiences.• Served as the customer’s advocate to ensure product feedback is passed to R&D team.• Documented all relevant details of the reported problem, diagnostic steps and resolution to ensure accurate and detailed service history is maintained.

• Web development using WordPress and SQL database.• Enhanced the view of categories using HTML, CSS and JavaScript.• Mobile responsive designs using Bootstrap library; Search engine optimization.• Communicated with QA team for testing and resolving defects.