Delivered comprehensive technical support for hardware, software, and network issues, ensuring timely and effective solutions.Applied ITIL (Information Technology Infrastructure Library) best practices in Incident, Problem, and Change Management, resulting in optimized and standardized service operations.Diagnosed, troubleshot, and resolved complex technical issues, consistently maintaining system stability and reducing downtime.Prioritized and managed service requests to meet… Show more Delivered comprehensive technical support for hardware, software, and network issues, ensuring timely and effective solutions.Applied ITIL (Information Technology Infrastructure Library) best practices in Incident, Problem, and Change Management, resulting in optimized and standardized service operations.Diagnosed, troubleshot, and resolved complex technical issues, consistently maintaining system stability and reducing downtime.Prioritized and managed service requests to meet Service Level Agreements (SLAs), improving response times and support efficiency.Conducted root cause analysis for recurring issues and collaborated with the team to implement preventive measures.Documented support incidents and resolutions in a knowledge base to aid quick reference and training for other team members.Worked closely with cross-functional teams, escalating complex issues as necessary and ensuring swift resolution.Performed regular system health checks and maintenance to proactively identify potential issues and optimize system performance.Trained and supported end-users on various IT tools and systems, enhancing technical skills and increasing user productivity.Participated in weekly service review meetings to discuss ticket performance, identify improvement areas, and share insights on ITIL process adherence.Assisted in updating and refining IT policies and support processes, aligning them with organizational goals and industry standards.Monitored and reported on support metrics, tracking ticket status, response times, and resolution efficiency.Supported onboarding activities, setting up and configuring IT equipment for new hires to ensure seamless start-up experiences.Managed and tracked IT assets, maintaining accurate records of equipment and software licenses for compliance and audits. Show less

Provide first level IT support for internal staff.