- Coordinated with department heads to assess and fulfill system needs, promoting efficient collaboration and resource allocation.- Led and managed a team of IT professionals, overseeing the backend support and development for multiple systems, achieving 100% task completion within allotted timeframes.- Ensure The availability of computer and application system infrastructure throughout the whole organization and resolve any system failures within acceptable standards.- Knowledge in using VMware, and Hyper-V virtualization environments to ensure seamless operations and reduce downtime.- Administer the provisioning and proper management of user accounts, system permissions, access rights, and storage allocations following data security and user identity management policies.- Oversee the proper management and monitoring of all application system and server infrastructure-related issues and concerns and see to it that they are addressed and/or resolved within acceptable service standards.- Provide oversight for the IICTD Helpdesk and ERPnext System, contributing to interdepartmental initiative management.- Oversee projects such as the 3CX VOIP and MDM System implementation, significantly enhancing organizational communication and improving operational workflows.

- Basic Knowledge in MySQL (Backup/ Restore database)- Install and configure SAP B1 system- Office 365 Administration and Support.- Respond to system users queries Maintain computer hardware and software upgrade- Network troubleshooting, Installation and Configuration- Oversee the IT infrastructure (hardware, software, and networks) within the company.- Track hardware inventory and maintain the functionality of all company computers and devices. - Analyzed technical issues to identify troubleshooting methods needed for quick remediation.- Removed malware, ransomware, and other threats from laptops and desktop systems.- Stay updated on the latest developments and tools that the company and clients use.- Use Remote Tools in assisting customers ( ULTRAVIEWER , ANYDESK, TEAMVIEWER, VNC, and other Remote Tools.- Manage a team overseeing technical support and development, achieving 100% task completion within deadlines.

• Provided Tier 1 IT support to non-technical internal users through Salesforce/RemedyForce support services.• Configured hardware, devices, and software to set up workstations for employees.• Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to POS software.• Resolved issues with systems, hardware, and telephones quickly and accurately.• Install, modified, and repaired software and hardware to resolve technical issues.• Used ticketing system Remedy Force to manage and process support actions and requests.• Collaborated with supervisors to escalate and address customer inquiries or technical issues.• Analyzed technical issues to identify troubleshooting methods needed for quick remediation.• Provided on-call support for critical technical issues related to the POS system.• Removed malware, ransomware, and other threats from laptops and desktop systems.• Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.• Submitted service tickets for equipment maintenance requests.• Used Remote Tools VNC Viewer, Ultraviewer, Teamviewer in assisting out-of-town clients..Knowledged in MS Office & Photo editing expert (CANVA/Photoshop)

• Installed security applications and devices and suggested additional security measures.• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across time zones.• Assisted customers in identifying issues and explained solutions to restore service and functionality.• Used the ticketing system Zendesk to manage and process support actions and requests.• Explained technical information in clear terms to non-technical individuals to promote better understanding.• Office 365 administration and support. Used Remote Skype for Business, Ultraviewer, Teamviewer, Lync in assisting clients.