• Leads a high-performing team of technicians, driving exceptional ticket-handling and the exceeding of client expectations.• Maintains client relationships through the publication of monthly reports highlighting compliance and performance in key areas. • Manages client projects from inception to successful completion.• Oversees the seamless and efficient onboarding of new clients.• Drives strict compliance across disaster recovery, cybersecurity and system maintenance KPIs.

• Reduced open-ticket count and improved resolution turnaround time through effective troubleshooting and team collaboration. • Improved team efficiency through the documentation and implementation of KPIs and extensive leveraging of the ServiceDesk Plus platform. • Designed and published dashboards and reports via the Power BI platform that provides extensive decision-making support for the Management team. • Coordinated and managed data backup processes for both local and offshore locations.• Administered and executed administrative responsibilities using Microsoft 365 Admin and Exchange Admin.• Assisted with the completion of IT-related investigations through the application of data cleaning, modelling and analysis techniques.• Upskilled employees' technical skills through tailored Microsoft Excel training courses.

• Improved and maintained positive user perception of IDT support and services. • Resolved reported issues reported to the Helpdesk through in-person and remote troubleshooting.• Logged, monitored, and escalated incidents/requests via the company’s ticketing tool according to established SLA standards.• Facilitated back-up of on-site servers.• Assisted offshore Tier 2 and Tier 3 teams with network maintenance through cabling and switching. • Collaborated with regional and global service teams in the troubleshooting and resolution of escalated issues. • Maintained a running inventory of IDT assets. • Coordinated island-wide deliveries and transfers of IDT equipment.

• Trained private and public sector companies in the usage of a wide range of software applications including Quickbooks, Excel, PowerPoint and Access on varying levels of competency.

• Maintained desktop stations and equipment used within the department.• Resolved all end-user incidents in compliance with governing KPIs.

• Conducted Big Data analytics which provided useful performance insights that were utilized by management and team leaders.• Implemented data-management solutions that significantly reduced the Quality Department's report turnaround time.• Audited front-line agents for adherence to company policy with regards to customer interactions and handling of customers' accounts.• Trained new hires and coached agents who received low audit scores.• Reported on agent-based, team-based and account-based performance on a weekly, bi-weekly and monthly basis.• Directly supervised teams of 15-20 agents throughout various pilot programs.

• Provided billing management and customer service for customers via phone and chat.• Promoted to Senior Quality Analyst 7 months post-employment for consistent high performance within assigned KPIs.