• Responded to and resolved technical issues reported by users through various channels, including phone, email, and ticketing system.• Conducted on-site support when necessary, addressing hardware-related problems and ensuring minimal disruption to operations.• Oversaw quality control to identify inconsistencies and malfunctions.• Collaborated with network administrators to troubleshoot and resolve connectivity issues, ensuring a seamless IT environment.• Diagnosed and resolved hardware and software issues promptly, minimizing downtime.• Assisted in the creation and maintenance of user profiles, group policies, and security settings.

• Utilized ticketing systems to track and maintain records for service desk incidents, knowledge base, and IT assets.• Demonstrated expertise in troubleshooting and fulfilling service requests within Microsoft environments, including Active Directory, Teams, Outlook, Exchange, Office 365, and general hardware requests.• Conducted training and orientation sessions for new and existing staff on the use of hardware and software, contributing to enhanced team capabilities. • Worked with Microsoft Server 2003-2016 and Azure AD, covering core services such as AD, Group Policy, PowerShell scripting, DHCP, File/Print.• Collaborated with end-users, service desk members, and other IT teams to proactively identify solutions and mitigate common issues.

• Ensured all workstation PCs were managed to enhance reliability, availability, performance, security, and compliance• Provided support for CCTV/surveillance systems and demonstrated basic networking knowledge to address related issues• Conducted remote troubleshooting, offering clear and concise technical instructions for issue resolution. • Managed software distribution and patch management, contributing to enhanced system security. • Implemented network security practices and antivirus programs to safeguard organizational assets.• Administered the Office 365 suite, ensuring seamless collaboration and communication within the organization.