- Provided technical support and troubleshooting for a diverse range of hardware and software systems in a predominantly Windows environment, achieving a 95% customer satisfaction rating.- Resolved incidents and requests in line with ITIL-based processes, ensuring adherence to agreed service levels and reducing resolution time by 25%.- Managed and supported Active Directory, DNS, DHCP, Exchange, NTFS, and File Sharing permissions for over 1,000 users.- Monitored and maintained the company's backup technologies and typical practices around data safeguarding, resulting in 100% data recovery in the event of a disaster.- Contributed to the identification of areas for improvement and implementation of corrective actions to enhance service delivery, resulting in a 15% reduction in incident volume.- Collaborated with a global IT team to support over 3,500 users in multiple locations, resulting in improved communication and collaboration between IT teams.- Developed and delivered IT training sessions to users to promote knowledge sharing, resulting in a 20% reduction in user-generated incidents.- Configured and administered anti-virus technologies such as Sophos, resulting in a 99.9% malware-free environment.- Participated in IT-related projects relating to upgrades and service improvement, resulting in a 20% improvement in system uptime.- Managed asset inventory and provided mobile device management support, resulting in a 15% reduction in equipment loss and improved security.

- Provided first-level technical support to users in a predominantly Windows environment, achieving a 90% first-call resolution rate.- Resolved incidents and requests in line with ITIL-based processes, ensuring adherence to agreed service levels and reducing resolution time by 20%.- Monitored and maintained company hardware, software, and network systems, resulting in a 15% reduction in system downtime.- Documented processes and created user-friendly guides to facilitate issue resolution and promote - knowledge sharing, resulting in a 25% increase in knowledge retention among users.- Utilized active listening and analytical skills to diagnose and resolve technical issues quickly and effectively, resulting in a 30% improvement in incident resolution time.- Stayed up-to-date with technology trends and developments and incorporated best practices into daily operations, resulting in a 10% improvement in service delivery.- Communicated with customers, suppliers, and peers at all levels, delivering exceptional customer service and achieving a 95% customer satisfaction rating.- Participated in IT-related projects and contributed to the identification of areas for improvement, resulting in a 15% reduction in incident volume.- Provided asset inventory management and mobile device management support, resulting in a 20% reduction in equipment loss and improved security.