Handling customer accounts, assessing their needs, and ensuring that their contracts are renewed in a timely manner. Some specific responsibilities:1. Managing existing accounts2. Identifying opportunities for upselling or cross-selling3. Developing and maintaining relationships with key decision makers4. Negotiating and closing contracts5. Communicating with customers to ensure satisfaction and retention6. Forecasting sales projections and identifying potential issues7. Collaborating with other departments to promote customer satisfaction and retention.8. Strong communication skills, a customer-focused mindset, attention to detail, and flexibility. Handling customer accounts, assessing their needs, and ensuring that their contracts are renewed in a timely manner.

Research, develop, modify, and deploy data-collection processes by 90%.• Develop policies and techniques for gathering and analyzing data.• Analyze data before reporting findings and data-driven recommendations to the company for decision making.

• Provided Service Desk support for global customers, resolving incidents and driving them to resolution or escalation.• Diagnosing and solving complex issues by carrying out in-depth analysis and using problem solving skills.• Performing 50 hands on fixes at the desktop level, including the installation, upgradation and monitoring the software, conducting regular backups and configuring applications.• Utilized VMware for virtualization, maintaining and optimizing virtual desktop environments.• Provided extensive support for Office 365, including Teams, ensuring seamless collaboration and productivity.• Installed, configured, and supported LAN/WAN network hardware for multivendor communication products.• Maintaining 600+ windows computers in the active directory and created group policies based on the requirements. • Working on complex VPN issues and created a knowledge base which reduced the trouble tickets by 50%. • Helping team in migrating all the on-premises devices to the ESET cloud and monitoring them.• Maintaining windows systems on the ESET cloud and deploying 60% of the applications remotely through cloud.• Troubleshot hardware, software, e-mail, network, and peripheral equipment problems.• Installed, assembled, and configured telephony and computer peripherals.• Made hardware and software acquisition recommendations, assessed user requirements, and justified equipment and services.

• Managed and supported Microsoft OS (Windows 11, 10, 8.1, 7) across the organization.• Provided IT support to end-users and resolved technical issues• Installed and maintained hardware and software for desktops and laptops• Conducted routine maintenance and upgrades of servers and network equipment• Conducted moves, adds, and changes within the end user computer and telephony systems.• Proficient in Microsoft Console for Windows Exchange Server 2008R2 Enterprise and Exchange Server 2010, providing DHCP and DNS support.• Assisted in the development and implementation of disaster recovery plans• Created and maintained email addresses and distribution lists in MS Exchange.• Managed and maintained a network of Windows servers in a virtualized environment using VMware.• Configured and maintained network devices, including switches, routers, and firewalls• Utilized PowerShell for automation and scripting tasks, enhancing operational efficiency.• Assisted in the development and implementation of IT policies and procedures• Created and maintained technical documentation for systems and procedures

• Provide technical support for desktops, laptops, mobile devices, printers, and other peripherals for over 1300 end-users.• Troubleshoot and resolve hardware and software issues for end-users in a timely and efficient manner.• Troubleshoot and resolve network connectivity issues for LAN and WLAN.• Install, configure, and maintain software applications and operating systems on desktops and laptops, including Windows 10 and macOS.• Manage user accounts, permissions, and security groups in Active Directory.• Assist in the maintenance and configuration of networking equipment, including switches, routers, and firewalls.• Monitor system performance and capacity and make recommendations for improvements.• Conduct routine maintenance and upgrades of desktops, laptops, and mobile devices.• Providing resolution to the SRs received from Customers by maintaining SLA Management.• Train end-users on software and hardware usage.• Collaborate with the IT team to ensure timely resolution of technical issues.• Create and maintain technical documentation for systems and procedures.• Created and documented incident tickets, initiated problem management process through escalation.• Managed outstanding service issues, provided regular communications on progress.• Administered Help Desk tools and systems, including machine imaging, problem reporting, and inventory systems.• Supported cloud services, such as Salesforce.• Handled anti-virus and anti-malware administration and response.• Provided wireless network support and managed mobile devices (iPhone, Android, hot spot devices).

• Knowledge sharing about Cloud Security and AWS services: Identity and access management, Databases and Networking, Windows 2012 and above, Linux, Cisco routers and switches, Firewalls• Tools such as tcpdump, WinDump and Wireshark for Vulnerability Management and Assessments, Network Security, Cloud Security and Security audit and compliance• Setting, marking, and assessing work of all the students at the university• Contribution for the development, planning of curriculum

• Giving seminars, practical sessions, and other classes as appropriate, in support of therequired teaching obligations• Designing and delivering lectures to graduate students in subjective areas of CE/IT• Assessing postgraduate dissertations, project, code, documentation review and project testing