• Maintained a low vulnerability risk score by implementing proactive vulnerability management strategies and promptly addressing security weaknesses.• Supported the management of security monitoring systems, enhancing threat detection and response capabilities across the organization.• Delivered polite, professional, and responsive customer service to over 500 internal users, ensuring seamless business operations and minimal disruption from IT incidents.• Managed the review and resolution process for 6500+ incoming IT tickets, including escalation and routing to specialized support teams when necessary.• Conducted thorough diagnostics, incident handling, and problem resolution to maintain high levels of system performance and user satisfaction.• Remotely configured and upgraded computer software, ensuring the integrity and security of systems.• Maintained and updated essential guidelines to support IT operations and user training.• Managed endpoint processes including PC/laptop imaging, asset inventory, application installation and support, as well as logistics for shipping and receiving.• Administered user accounts across multiple platforms including Active Directory, Microsoft 365, VoIP systems, and other critical business applications.