My duties included but not limited to:• Level 1/2 support for onsite/remote users managing hardware, software, and application issues, also escalated complex issues to higher-level support personnel or vendors as needed.• Answered help desk calls/ emails for identifying and resolving complex IT-related issues using Service Now, JIRA helpdesk Ticking system.• Deploying Windows operating system as well as Mac OS as per user requirements.• Streamlined On/Offboarding for 100+ laptops, docking stations, and mobile devices, ensuring a swift, efficient end-user experience.• Proficiently performed IMAC (Install, Move, Add, Change) operations and provided local network support.• Achieved a 98% Customer satisfaction rate by implementing feedback loops, active listening, and 10 to 15 strategic FAQs.• Perform basic user account administration tasks, such as password resets and access requests with Active Directory.• Resolve technical problems with Local Area Networks (LAN), and Wireless LAN and coordinate with the Infrastructure Team if needed.• Participated in testing and implementation of projects like upgrading the access points to the latest Cisco technology for faster connectivity.•Provide user training and support for new technologies and applications.