Optimized system performance by performing routine checks and maintenance, ensuring network, server, and overall system health using various monitoring tools.Boosted network reliability by identifying, troubleshooting, and resolving hardware, software, and network issues, escalating complex problems to senior engineers as needed.Drove system efficiency by performing regular updates, patches, and backups, and assisting with the deployment and configuration of new servers, network devices, and software applications.Lowered incident response times by promptly reacting to alerts and incidents promptly, following established protocols for troubleshooting and resolution.Optimized accurate asset management by maintaining inventory of hardware and software assets and documenting incidents, actions taken, and resolutions in the incident management system.Realised improved network performance through regular reports on system uptime and incidents, ensuring stakeholders are informed of system status and ongoing projects.Promoted process enhancement by providing input on improving existing procedures, increasing efficiency and reliability.

Maximized operational efficiency by assisting clients with software installation, configuration, and troubleshooting on POS systems.Eliminated system downtime by tracking and resolving incidents across various CVS store locations in ServiceNow, ensuring timely incident response and effective problem-solving.Fostered strong relationships with store employees by utilizing excellent interpersonal and communication skills, enhancing collaboration and support.Enhanced technical proficiency of end-users through comprehensive training and support, enabling them to effectively utilize IT systems and applications.Strengthened incident management processes through thorough documentation and seamless communication among stakeholders, enhancing overall incident resolution.

Minimized downtimes by providing support to all Firm Personnel worldwide, configuring new mobile devices (iOS and Android) using Microsoft Intune MDM platform.Improved user experience by creating incident tickets and escalating them via Change Gear.Raised operational efficiencies by creating Knowledge Base articles for troubleshooting and resolution of issues.Consistently outperform key goals and metrics by training dayshift and off-hours new hires on all processes and procedures.Provided professional support to partners and associates during the 3rd shift. on various issues including iManage 9/10 windows 10 Litera changepro and other legal application.Troubleshot and resolved complex technical issues related to Microsoft software and platforms, ensuring smooth operations and minimal downtime.Executed Windows 21H2 service pack update to 3200 seat machines.

Efficiently responded to telephone calls, tickets, and email requests to resolve hardware and software issues for all users.Delivered high-level, 24x7 support to partners, professional and administrative staff, and IS management.Drove the planning and execution of multiple, complex projects as assigned, adhering to strict Project-defined deadlines and budgets.Increased productivity by guiding and training new staff & consultants, establishing priorities, and allocating responsibilities to ensure all functions are met.Assisted in managing user accounts, permissions, and security settings on macOS systems.Mobile Migration Project: Moved 1000 + users from MobileIron MDM to Microsoft Intune MDMMobile Migration Project: Moved 1000 + users from Blackberry devices to Apple iPhones and Samsung Android devices utilizing MobileIron MDM.Global Network Printer Security Project: Coordinated with IS International and Regional Managers to secure all the 2,000+ printers using SNMP v2; v3 protocols via HP Webjet Administration console.

Project Coordinator – Windows 7 Migration – Part ISteered the execution of the Firm’s Windows 7 Migration Project, ranging from installation to QA, User Support, Troubleshooting, and Follow-Ups.Met service level agreements by training and managing staff of 15-20, Level I, II, and III, Support Technicians for duration of Project.Created and maintained necessary Vendor relationships to insure cost-efficiency and on-time completion targets.Identified cross-training needs for both Hardware and Help Desk support personnel and subsequently developed training material that reduced repeat rate on trouble tickets by 12% and increase customer survey scores.

Proactively resolved advanced issues with computer hardware, software, network connectivity, and telecommunications equipment, enhancing overall system reliability.Utilized Symantec’s Altiris to successfully migrate and deploy computers from XP to Windows 7, ensuring a seamless transition and improved user experience.Elevated user access by building user network profiles, assigned permissions, modified group membership, and administered group policies and procedures using Active Directory.Achieved performance excellence by monitoring daily backups, antivirus status, shared storage space, and network activity, adjusting network equipment settings as needed.