• Provides day-to-day technical support to employees on network infrastructure and internal desktop systems software and hardware.• Review existing IT systems and internal processes.• Collect and analyze data to identify areas for improvement within an organization's IT infrastructure and systems.• Installs, configures and troubleshoots desktop systems, workstations, servers and network.• Maintains passwords, data integrity and file system security for the desktop environment.• Identify, analyze and document discrepancies and ensure that appropriate adjustments are made to the systems.• Perform preventive maintenance tasks on computer systems.• Collect and analyze data to identify areas for improvement within an organization's IT infrastructure and systems.• Manage complex deployment in load-balanced, service-oriented environment.• Potentially test, debug, and performance analysis and document environment components and troubleshoot initial failures, work to resolve them, and communicate with them.• Provide provisioning support for desktop assets, mobile devices, networking/VPN, and Telephony.• Ability to troubleshoot and resolve incidents at a Tier ll and Tier lll level.• Conducts incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring, and communication, to ensure service levels are maintained.• Specialized in working with Service Now, Clear Vision, and Microsoft Office 360, SharePoint. • Knowledge of Macintosh OS, Apple iOS, Windows OS, Mobile Device Management (MDM), Microsoft System Center Configuration Manager for IMAC (SCCM), Active Directory (AD), VMWare, Virtual Desktop Infrastructure (VDI), Microsoft Office 365(Teams, Outlook Client, OneDrive), Pulse Secure VPN, Software packaging such as Adobe Application Support and Patching.

 Installing and configuring appropriate software and functions according to specifications required byBell. Help manage and maintain the Cisco Infrastructure, providing end-user support and troubleshooting. Demonstrate and share technical knowledge of the ServiceNow Ticketing system application. Troubleshoot systems and network problems, diagnose/resolve/repair hardware, and software issues. Implement, perform, and monitor data backup and recovery options and follow SLAs. Provide client support and technical issues resolution onsite/remotely. Prioritize and manage multiple open cases (Service Requests, Incidents, and Problems) simultaneously. Rapidly establish a good working relationship with clients and other resolver teams (including internaland external service providers). Strictly follow and update the documentation and Blueprints.

 Address day-to-day platform production support issues. Best practices with Zendesk Service Ticketing system. Assign and manage users and user groups through Google G suite or Google Workspace. Effectively communicate and build rapport with team members. Work on cloud-hosted applications via Microsoft Azure VMs and Azure Web Services. Work on Windows Server operating systems and IIS. Work on business analytics systems and enterprise content management systems. Accurately and effectively log and maintain incidents in the ticketing system. Troubleshoot systems and network problems, diagnose/resolve/repair hardware, and software issues

 Maintain, manage, and prioritize Help Desk queues and tasks according to the set SLAs. Provide Level 2 and Level 3 support to on and off-site employees. Manage and install Wi-Fi access points and other devices using cisco Meraki cloud Workplace. Installation and configuration of Windows Server 2016 and windows server 2020. Resolve Technical Problems (Windows Server, Exchange, Office 365, Network Issues. Assist in managing, planning, implementing, and maintaining the corporate technology infrastructure. Creating and managing accounts in Active Directory. Managing and maintaining the Windows workstations providing uptime SLA of 98%. Develop custom integration components and integrate legacy systems with ServiceNow using mid- tier, web services, chat Ops, email, and other relevant technologies.

• Attained the organizational goals and expectations by continual learning, application of procedures and tasks, as well as meeting or exceeding company needs with genuine passion.• Successfully implemented DHCP AND DNS Servers, while configuring Ethernet Ports and Serial Links.• Managing Linux Operating System, Red hat, and Virtual Environments.• Handled Network Protocols LAN/WAN Technologies, and other networking protocols on Windows.• Linux, while troubleshooting printers and computers with tact, timeliness, and expertise.• Established a strong premise for maintaining satisfactory throughput whilst ensuring that the uniqueneeds of the department are met in a timely, diligent, and empathetic fashion.