• Monitored and utilized ServiceNow for prompt resolution of incident and challenge tickets generated by clients ranging from software, hardware, network challenges and other IT business solutions while ensuring best practices and ensuring the full incident management life-cycle for prompt service delivery within the SLA time-frame.• Deep level practical experience of Microsoft Technologies, specifically Office 365 products, Microsoft Office, and tools (admin center suite, SharePoint).•… Show more • Monitored and utilized ServiceNow for prompt resolution of incident and challenge tickets generated by clients ranging from software, hardware, network challenges and other IT business solutions while ensuring best practices and ensuring the full incident management life-cycle for prompt service delivery within the SLA time-frame.• Deep level practical experience of Microsoft Technologies, specifically Office 365 products, Microsoft Office, and tools (admin center suite, SharePoint).• Implemented the use of Microsoft Azure (Active directory) to generate users, accounts, and management of resources to ensure the smooth running of IT business solutions.• Ensured timely installation and updates for firewalls and antivirus for data security in line with the company policies.• Windows 7/8/10/11 experience.• Automated IT tasks via ServiceNow, managed projects and ensured the optimization of workflows for the efficient and smooth running of the IT business processes resulting in quicker resolutions of tasks for the customer.• Strong networking skills, virtual environments, and storage.• Managed cloud computing resources and IT services for optimum performance.• Utilized remote desktop management tools (AnyDesk, TeamViewer, Microsoft Teams etc.) for the resolution of challenges remotely to ensure service is restored to the clients promptly resulting in customer satisfaction and happiness.• Researched new applications and systems and reported suggestions to group IT manager to ensure the organisation IT infrastructure is up to date.• Collaborated with the development team on customer feedback, which aided to them conceptualise updates and upgrades promptly.• Installation of new hardware and software for staff on-site or remotely contributing to smooth running, operations and efficiency which results in ensuring desirable customer satisfaction.• Mentored first line support engineers and IT support technicians. Show less

• Resolved/generated incident/challenges support tickets from customers and staff by ensuring all incidents, challenges management go through the full lifecycle using ServiceNow and work within the SLA timeframe for prompt service delivery to save time and money.• Installed and configured computer hardware, software, and networks for staff ensuring smooth running of operations.• Working with KPI’s such as ticket resolution and escalation when required to measure the performance.•… Show more • Resolved/generated incident/challenges support tickets from customers and staff by ensuring all incidents, challenges management go through the full lifecycle using ServiceNow and work within the SLA timeframe for prompt service delivery to save time and money.• Installed and configured computer hardware, software, and networks for staff ensuring smooth running of operations.• Working with KPI’s such as ticket resolution and escalation when required to measure the performance.• Supplied network support to staff.• Escalated unresolved challenges to the Line 2 Support Engineer to ensure prompt resolution to save time and ensure customer satisfaction.• Ensured that all the computers, laptops, printers, interactive whiteboards, audio, and other ICT hardware worked to their maximum potential; ensuring that all problems were fixed quickly and efficiently. Show less