• Delivered technical support to end-users via phone, email, and in-person, ensuring prompt resolution and minimal downtime.• Diagnosed and repaired hardware and network device issues, performing upgrades and part replacements to maintain functionality.• Managed support tickets in tracking systems, resolving issues within established Service Level Agreements (SLAs).• Configured and maintained user accounts, permissions, and security settings in Microsoft Office 365 and Active Directory.• Supported hybrid infrastructure by managing Microsoft Azure and Azure AD for seamless operations and scalability.• Onboarded new users, managed security groups, and configured access to ensure compliance and secure resource availability.• Set up and supported cloud platforms such as MS Exchange, SharePoint, and AWS, enhancing collaboration and efficiency.• Configured and troubleshot printers, scanners, and multi-functional devices, ensuring uninterrupted operations.• Monitored and maintained backup systems, ensuring data integrity and quick recovery during incidents.• Implemented and supported VPN solutions, providing secure remote access for employees.• Administered VMware and Hyper-V virtualization environments, optimizing resources for performance and reliability.• Prepared comprehensive network documentation and knowledge base materials to improve efficiency and support processes.

• Diagnosed and resolved hardware, software, and network issues, ensuring minimal downtime and optimal performance for end users.• Provided clear, step-by-step technical support to users, addressing queries and ensuring high levels of customer satisfaction.• Logged, prioritized, and managed support tickets efficiently, meeting deadlines and maintaining service level agreements (SLAs).• Performed routine system updates and maintenance to enhance security, reliability, and system performance.• Trained users on new tools, processes, and best practices, improving their technical proficiency and workflow efficiency.• Collaborated with IT teams and external vendors to troubleshoot complex issues and implement long-term solutions.• Documented issues, resolutions, and support processes to build a knowledge base for continuous improvement and streamlined troubleshooting.