• Delivered technical support to faculty and staff, resolving over 50 hardware and software issues monthly.• Contributed to the maintenance and updating of computer systems within the College of Engineering, ensuring optimal performance for over 2600 students and staff members.• Managed and supported endpoint devices, including Windows, Mac, and virtualized desktops,ensuring optimal performance and system reliability.• Troubleshot and resolved technical issues with academic tools such as Blackboard, Panopto, videoconferencing platforms, and collaboration tools (Google Workspace, Office 365).• Diagnosed and resolved printer issues, including connectivity, paper jams, and driver installations, ensuring uninterrupted printing services for faculty and students.• Created and managed detailed support tickets using ServiceNow, documenting caller information,issue category, state, and resolution.• Imaged and deployed Windows PCs for classrooms and labs across the College of Engineering,ensuring up-to-date software and valid licenses for all educational systems.• Assisted with structured cabling and network troubleshooting, improving connectivity andsystem reliability across campus.• Collaborate with cross-functional teams to implement IT solutions and assist with ongoing technical projects.• Created and managed support tickets using ServiceNow, maintaining adherence to ITIL bestpractices for incident and request management.• Leveraged AB Tutor to manage classroom workstations by distributing files, enforcing policies, andmonitoring activity, enhancing control and communication in learning environments.• Engaged in training sessions to enhance technical skills and knowledge of IT best practices.• Monitor and maintain IT inventory, including PCS, switches, and peripheral devices.

 Administered Windows Server environments, handling installation, configuration,and management of server roles including Active Directory, Group Policy, and fileservices. Deployed and maintained virtualized infrastructure using VMware technologies (vSphere,vCenter, ESXi), provisioning virtual machines, configuring virtual networks, and optimizingresource utilization. Collaborated on setting up RAID configurations, managing VLANs, and securing networkenvironments with FortiGate firewalls. Assisted with IT Help Desk operations, including troubleshooting hardware/softwareissues, repairing cabling, and setting up phones, computers for multiple branch locations. Resolved technical issues for multiple departments, ensuring minimal downtime for operations. Gained exposure to SAP S4/Hana, Microsoft Dynamics 365, and ManageEngine, learning accountconfigurations, access levels, API integrations, and ticket management. Created Usecase diagrams and cross-functional flowcharts for supplier listing Portal