Proficient in efficiently managing and escalating incidents and requests to the appropriate support levels, ensuring comprehensive issue documentation and timely resolutions. Expertise in deploying workstation images and configuring printers both remotely and onsite. Daily management of user help desk support calls, delivering effective and prompt solutions. Skilled in utilizing the ServiceNow Ticketing System and well-versed in ITIL methodology to streamline operations. Experienced in the installation of Microsoft Office applications and various banking systems, including T24 (Temenos), CRM, FedLine Advantage, Bloomberg, Next360, Sophos Console, and Citrix. Knowledgeable in disk encryption and SCCM management. Adept at facilitating seamless video conferences using Cisco Webex and Microsoft Teams.

Conduct repair, maintenance, and troubleshooting of computer systems. Install and configure programs such as Skype, VPN, Office 365, Team Viewer, Trend Micro, Cisco AMP for Endpoints, and IP Communicator. Create, manage, and configure VMware environments. Install, configure, and upgrade operating systems and software using standard business and administrative packages. Utilize targeted questioning techniques to diagnose problems effectively. Perform remote troubleshooting and follow up with clients to ensure optimal system functionality.

Experienced in providing technical support and troubleshooting for hardware, software, and network systems. Skilled in installing, configuring, and maintaining IT infrastructure to ensure seamless operations. Proficient in diagnosing and resolving technical issues, assisting with system upgrades, and providing user training. Strong problem-solving abilities, with a focus on delivering efficient solutions and maintaining clear documentation of IT processes. Demonstrated ability to work collaboratively with users to enhance their technical experience.

Extensive experience troubleshooting Windows Operating Systems, including Vista, Windows 7, and Windows 10. Proficient in supporting Microsoft Office Suite (Office 2007 and 365), Team Viewer, and McAfee Antivirus. Strong understanding of information technology systems and effective use of remote support tools to assist customers.

Monitored and maintained network infrastructure by addressing tickets for WAN/LAN networks, ATM links, base stations, switches, routers, and applications. Used Spectrum for failure detection and Microsoft Operations Manager for identifying irregularities in Active Directory. Collaborated with various teams to ensure smooth network operations.

Managed inventory of IT assets, including computers, printers, and servers. Resolved help desk trouble tickets and was skilled in reinstalling, configuring, and repairing Windows 95/2000/XP operating systems.