•Diagnosed and resolved hardware, software, and application issues, thoroughly documenting all stepsin ServiceNow for a site with 500+ employees.•Skilled in using Active Directory for data management and providing technical support for ExchangeOnline, SharePoint Online, Windows OS and Mac devices.•Coordinated break-fix services for desktops and laptops to prevent issues and • boost productivity.•Delivered both local and remote desktop support, efficiently managing daily inbound inquiries.•Assisted with hardware and software installations, maintaining accurate inventory for repairs, andimplemented projects within tight deadlines.•Educated end-users on new systems, improving satisfaction, and collaborated on long-term solutions to enhance overall user experience.•Collaborated with stakeholders to design and implement the mobility deployment plan within Shell'sturnaround schedule.•Provisioned and configured mobile devices for 100+ turnaround contractors, ensuring proper software,security, and network access.•Coordinated with teams for secure VPN setup and reliable access to Shell's systems.•Enforced Shell's security policies, including MDM and encryption.

• Manage IT operations team, prioritize tasks, and allocate resources.• Mentor team for collaboration and productivity.• Ensure uptime with proactive monitoring and incident response.• Implement alerts, manage outages, and minimize downtime.• Maintain servers, networks, storage, and cloud with best practices for automation and scalability.• Lead incident response, conduct root cause analysis, and ensure • efficient resolution.• Enforce security standards and best practices, coordinating with cybersecurity teams.• Monitor resources, optimize performance, and plan for future needs.• Manage backup and disaster recovery to ensure data protection and continuity.• Maintain vendor relationships, enforce SLAs, and oversee technical support.• Identify automation opportunities, develop SOPs, and enhance efficiency.• Provide performance reports and maintain detailed documentation.• Coordinate with IT and business teams, acting as a primary operational contact.

Troubleshoot software, hardware, and network issues for users.• Escalate complex issues to higher-level IT staff when needed.• Monitor system performance, apply updates, and perform routine maintenance.• Install and configure hardware/software for employees and set up devices.• Record troubleshooting steps and resolutions; create user guides.• Educate users on best practices, security, and software usage.• Assist with access control, password resets, and threat identification.• Track and maintain IT assets like computers and peripherals.• Coordinate with IT teams and departments to meet support needs.