L2 Support providing advanced technical support to end-users. I am also responsible for Quality Management, auditing Chats/Calls/Tickets of L1, L2 and Procurement. Additionally, I am responsible for analysis of CSAT.

• Provide Tier 2 customer support to research and resolve items escalated from Tier 1 on Service Now ticketing system, correct inaccurate data issues and provide guidance to Tier 1 staff. • Manage Azure Virtual Desktop sessions through Nerdio Manager. • Manage Workspaces for AWS (Amazon Workspace Services). • Distribute and manage RSA tokens using RSA Security Console. • Push and install applications through SCCM remote server.

• Mentor, develop and manage 5 IT Support technicians, ensuring they're capable of performing on accountabilities that enable business outcomes and deliver on quality.• Change manager – responsible for coordinating with CAB (Change Advisory Board) to authorize and ensure that all the activities designed to implement the change are as per the standards.• Responsible for monitoring productivity and KPIs through Power BI dashboard.

• Respond quickly and effectively within the SLA to requests received through the IT ticketing system (ManageEngine ServiceDesk).• Collaborating with System Admins on pushing Windows updates through SCCM.• Responsible for providing technical support for ExCom and Board members handily or remotely via Bomgar (BeyondTrust Remote Support)• Setup VM and VPN (Cisco AnyConnect – FortiAuthenticator) for all vendors and troubleshooting their issues. • Install and configure new laptops/workstations with updated versions of required software.• Monitor encryption of laptops through Kaspersky Security Center (console).• Manage mobile devices through VMware AirWatch and extract analytics of active/inactive phones and tablets.• Use Citrix to access systems and configure users’ privileges and keep track of their sessions.• Create projects on Jira Service Management (Atlassian) and extract reports for each project.

• Create engaging content, text, pictures, and videos. • In charge of developing an optimal posting schedule considering customer engagement metrics. • Responsible of suggesting new ways to attract prospective customers, like promotions and competitions.

• Responsible for any process re-engineering related to the operations under the supervision of the COO. • Responsible for working with business units to develop standard operating procedures and documenting workflows using Visio. • Responsible for developing tools and methods to track and report relevant key performance indicators (KPI’s).