•Deployed, racked, stacked, assign Network IPs, and upgraded Dell PowerEdge and VXrail servers.•Installed rack-mountable equipment such as DellEMC power edge servers, switches, and storage to customers across EMEA.•Acted as an escalation point for advanced or challenging user IT requests and provided level ii support to other helpdesk technicians within SLA•Tracked all issues and ensured timely resolution of problems, reducing response time from 24 hours to immediate.•Provided configuration support for both Microsoft office suite and adobe acrobat.•Provided exceptional customer service on a daily basis, including taking extra steps toward ensuring the end user is 100% satisfied.•Resolved technical problems on workstations and LAN, including IP resolution, cabling issues, and peripheral malfunctions.•Prepare AS-IS document to capture all deliverables •Trained, mentored, and provided clear and concise direction to new employees.

Training and Curriculum Development• Develop and deliver engaging training programs on Microsoft O365 and related technologies using a variety of methods (in-person, virtual, presentations, discussions, labs, simulations).• Maintain curriculum alignment with industry best practices and technology advancements.• Manage training logistics including scheduling, registration, and resource allocation.Technical Expertise and Support• Provide technical support and troubleshooting for hardware, software, and network issues.• Configure and maintain computer systems, including software installations and updates.• Manage IT asset inventory and procurement.Instructional Design and Delivery• Create effective training materials and learning experiences using digital tools and platforms.• Facilitate engaging learning environments through classroom management and instructional strategies.• Onboard and mentor new training staff.Project Management and Collaboration• Plan and execute large-scale technical rollouts.• Collaborate with cross-functional teams to achieve project objectives.• Document project processes and outcomes.

Technical Support Experience:• Hardware and Account Setup: Configured hardware and accounts for new employees, ensuring seamless onboarding.• Off-Hours Support: Provided high-priority support outside regular hours, ensuring minimal downtime.Network Administration:o Set up and configured wireless access points, maintaining client connectivity.o Installed, configured, and maintained network and workstation hardware and software.System Administration:o Performed routine system and user administrative tasks, including system specification changes and employee management.o Ensured proper documentation and authorization for all requests.Software Management:o Assisted in analysing and deploying software updates and patch management directives.o Provided help desk training to new employees on hardware, connectivity, and software applications.Remote Support:o Assisted remote customers via telephone, email, and remote desktop.Deployment and Setup:o Assisted with deploying and setting up new Servers, desktops, laptops, and monitors.o Conducted on-site installation and troubleshooting of Dell Servers.Client Relations:o Identified client requirements through personal rapport-building and needs assessment.

• Trained individuals/organizations in software including Microsoft office, internet, and graphics• Guided the students in advanced versions of information technology• Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, LAN, and remote systems. • Deploy and configure PCs, workstations, and laptops. • Maintenance, and troubleshooting of desktops PC's, laptops,• Implement hardware and Microsoft support for the client machines.• Installation and configuration of network printers.• Outlook configurations and support.• Operating system installation of windows OS/windows 7, window 8.1, windows 10 • Teach all program courses, manage and counsel students; develop, revise, and manage all program content; maintain accurate training records; file complete and correct training reports.