• Working on identifying and resolving network performance issues by utilizing SolarWinds, which ensured optimal uptime and minimized disruptions, resulting in a 20% increase in system reliability• Developed real-time dashboards with Grafana to visualize system metrics, enabling proactive management of application performance and reducing downtime by 25%.• Implemented Application Performance Monitoring (APM) to diagnose and alleviate performance bottlenecks, enhancing application responsiveness and user satisfaction.• Managed support tickets through Zendesk, achieving a 95% resolution rate within SLA timelines by efficiently addressing user inquiries and technical problems.• Collaborated with cross-functional teams to streamline IT processes.

• Participated in log monitoring activities, gaining practical experience in log analysis and incident reporting, contributing to more effective incident management.• Assisted in deploying and configuring SolarWinds and Grafana, enhancing the monitoring capabilities of the IT infrastructure under the guidance of senior staff.• Supported the helpdesk team by managing Zendesk tickets, ensuring timely and accurate responses to user issues, which improved user satisfaction rates.• Helped create user guides and technical documentation, expanding the knowledge base for end-users and facilitating easier troubleshooting.