Provided comprehensive technical support across ATS Automation, resolving complex hardware, software, and network issues for internal and external clients. Prioritized inquiries based on impact, achieved high first-call resolution rates and ensured customer satisfaction through prompt and effective solutions. Utilized JIRA as a ticketing system for communication and managed large-scale IT infrastructure, leveraging expertise in Active Directory, Microsoft Endpoint Management, VMware, and group policy management. staying updated on emerging technologies within the IT infrastructure industry.Key Achievements:- Led the client-facing aspect of migrating 70+ users to new virtual machines on a new cluster, using VMware, fostering smooth user adoption, and minimizing disruption.- Implemented a standardized SCCM configuration management process for Operating System Images like Windows 11 and streamlined software deployment through packages and patch management.- Demonstrated a strong track record of resolving complex technical issues efficiently, leading to increased customer satisfaction and streamlined operations.- Collaborated with the infrastructure team to identify and rectify a critical group policy issue that was causing network connectivity problems for the DSI scanners, preventing potential downtime and ensuring uninterrupted operations.- Actively participated in knowledge-sharing initiatives, contributing to the development and maintenance of internal documentation, using Confluence, and fostering a culture of continuous learning within the IT department.