Responsible for the L2 support for various clients and respecting SLAsLeading the Support Team and improving the communication, skills, processes. Working with different technologies, evaluating new products, implementing new technologies. Hyper-V and ESXi HostsM365 (licensing, installation, support, configuration & etc), MS Azure, Entra ID, Intune.Trend AV.Atlassian - Administration, Confluence, Jira Service Management (configuration & Implementation)

Responsible for the IT Infrastructure.Identify issues and resolve them, troubleshooting.Asana (Project Management)Atlassian (Jira, Confluence)VMWare (vSphere Cluster), configuration, monitoring.Active Directory, Azure, and Microsoft 365 administration and support. GPO, FS.Trend AV (deploy, configurationUnifi Controller (Network Administration, configuration, AP configuration, update firmware, monitoring)IT ProcurementAsset Inventory - GLPi (Maintenance, monitoring)Veeam Backup (Configuration, monitoring)Qlik Sense (Installation, update, maintenance, configuration, etc)Alteryx (installation, configuration)DR (Disaster Recovery Implementation and Monitoring)Zabbix Monitoring

Helped Clients troubleshoot and configure IT Infrastructure.- Monitored system performance, identified potential issues, and implemented corrective action to prevent outages- Implemented a secure patching strategy to ensure all systems and applications were up-to-date and secure- Identifying and resolving the issue.- Planned parching of the whole data center (ESXi host, Hyper-V)Technologies I was involved in are:- Microsoft 365: Intune, Configuration, and Administration. Entra ID (Azure AD) & Policies- Hyper-V and ESXi Host: Windows 2013 R3 Server, Windows Server 2016/2019/2022. VM configuration using best practices- Active Directory: Group Policy, LDAP, SSO, DNS, DHC.- Unifi: AP patching, maintenance, configuration.- Veeam: configure Veeam using best practices, recovering files and entire VMs. Configured backup with ESXi, Hyper-V, and vCenter hosts.

- Implemented a system for inventory management and tracking of IT assets, resulting in improved asset management and cost savings- Implemented and configured Atlassian products: Jira Ticketing for internal purposes, so that employees can create support tickets and procurement tickets with approval automation (user--> manager approval --> finance approval --> CFO final approval --> procurement department for ordering the requested item). Confluence for documentation purposes (documented the whole IT System infrastructure of the company, encrypted passwords for compliance).- Reconfigured Veeam Backup policies of the company using best practices. Worked with:- Hyper-V virtualization- OS: Windows Server 2016/2019 and 2022, Linux (Ubuntu)- Veeam Backup- Atlassian: Jira and Confluence- Unifi Controller- Fortigate FW- Active Directory: Group policy, create and delete users, SSO- M365: Exchange, Teams, GPO, AD, Administration, and licensing.- Bitdefender Gravity Zone AV

- Troubleshot and resolved network, system, and application issues promptly by upgrading the whole network infrastructure and getting new AP, new Switches, and new controller that support newer updates. Managed to bring optic fiber to both buildings a main line and a backup line as failover.- Developed and implemented computer patching and maintenance processes that reduced system vulnerabilities by using Ninja RMM (Ninja One).- Configured SSO with Google G Suite account to all users. Reconstructed policies of G Suite using best practices (password complexity, stronger password, mailbox retention policy, and many more changes for security purposes).- Implemented ISO 27001 policies and auditing successfully resulting in the company getting its certification twice.- Migrated to a better antivirus (Gravity Zone Bitdefender), resulting in better monitoring, management, and security policies. Implemented it, and configured policies and rules.Implemented Documentation pages and spaces with Confluence. Documented processes, How To., troubleshooting steps of common issues, Network diagrams and policies, and encrypted passwords.- Implemented Snipe-IT (cloud) Asset inventory for the Organization.Worked with:- Google G Suite Enterprise: Created and deleted users, reconfigured policies, created folders for all departments, and gave the correct access rights to them.- Ninja RMM (Ninja One) or else Remote Mobile Management- BitDefender Gravity Zone AV: Policies, implementation, and cost management.- Atlassian (Jira and Confluence): Policies and configurations and cost management.- Zoom Administration: Installation and policies- AWS: Administration.- Snipe-IT Asset Inventory

- Identifying hardware and software solutions.- Troubleshooting technical issues.- Diagnosing and repairing faults.- Resolving network issues.- Installing and configuring hardware and software.- Speaking to customers to quickly get to the root of their problem.- Talking customers through a series of actions to resolve a problem.- Following up with clients to ensure the problem is resolved.- Replacing or repairing the necessary parts.- Supporting the roll-out of new applications.- Providing support in the form of procedural documentation.- Managing multiple cases at one time.- Testing and evaluating new technologies.

- Configured Hardware, loaded software on devices to setup workstations for employees- Active Directory (Win Server 2016)- ERP Soft One- Identified and solved technical issues- Removed and replaced malfunctioning components to correct hardware problems- Maintained high-tech support standards for quality and productivity metrics- Build and provided end-user troubleshooting and desktop support- Responsible for ordering computers , network parts needed for the company through Soft One

- Trained and guided team members to maintain high productivity and performance metrics- Applied Strong leadership and problem – solving skill to maintain team efficiency and organize workflows to meet any daily demand- Improved operational planning and business frameworks to enhance resource utilization - Maintain current knowledge of all facets of operationsIdentified and qualified customer needs and negotiations and closed profitable deals with high rate of success- Extend knowledge on technological parts of almost all kinds of electronic devices- Seeking new customers around the globe and make profitable deals

- Learned every menu preparation and numerous off-label drinks to meet all customers’ needs- Recommended products based on solid understandings individuals customers’ needs and preferences- Maintained supply levels in counter and customers areas to meet typical demands

- Answered calls and replied to emails at the hospital helpdesk, assisting employees with troubleshooting computer issues- Repaired hardware and successfully tested before installing them- Installed new software to eliminate security problems and protect data- Evaluated user problems using personal expertise and probing questions- Linked peripheral equipment to computers, including printers and thermal printers- Configured hardware, devices, and software to set workstations- Explained technical information in clear terms to non-technical individuals to promote better understanding