Successfully resolved over 95% of customer tech issues within the first contact exceeding the company’s target of 90% and improving customer satisfaction by 35%.Installing, configuring, and deploying computer hardware, software, networks, policies into production.Testing, evaluating configuration files, network validation using traceroute, iperf, dig, CMD, Terminal, and PowerShell.Manage and resolve upgrades, patched of OS and hardware for Linux, macOS, and Windows, encompassing the maintenance of macOS workstation.Complete and assigned tickets in ServiceNow efficiently and in alignment with KPI while meeting establish SLA with guidance from manager.Maintain and monitoring Linux, macOS, and windows, network, DNS, Firewall, and Web traffic and policies in Jamf Pro, Azure Active Directory, CyberArk, Xmatter, Meraki.Setting up accounts for new users in Azure AD and resetting passwords and unlocking accounts when necessary and managing it in JamfPro and Azure AD, modern client manager.Proficient in troubleshooting Wi-Fi, TCP/IP, DNS network issues, ensuing seamless connectivity and optimal performance cross diverse network environment.Collaborated with the product development team to identify and resolve recurring software bugs, leading to a 30% decrease in customer-reported issues and improved product stability.Provide technical onboarding support for new employees.Ensuring desktop computer interconnect seamlessly with diverse systems, LDAP, file servers, email servers, and administrative systems.Install, and monitor hardware components in Data Center which include Routers, Switches.Procuring, documentation and maintain IT inventory including asset management and creating SOP.

Providing Tier 1 & Tier 2 support to Customer by supporting via telephone, webmail, and logging into their laptops using Safeview and Bomgar.Led the successful implementation of a new ticketing system, resulting in a 30% increase in ticket resolution efficiency and improved response time by 35%.Utilize the ServiceNow ticketing system to efficiently log, track, and manage support requests, ensuring streamlined resolution processes.Implemented proactive motoring system, reducing system downtime by 25% and improving overall system performance.Improved troubleshooting steps for Re-Imaging the Laptops and educating customer the root cause of issue. Helping them by resetting accounts, passwords, unlocking, and enabling in Active Directory.Blocking some malicious websites by installing OpenDNS and whitelisting websites via Cisco Umbrella as per SLA and procedure.Escalating complex and/or high priority problems to the appropriate team members for resolutions.

Installation and Imaging of OS on around 150+ desktop and laptopSupport application packaging, deployment, and documentation in a Windows Validate that each image meets the customer supplied requirement and internal quality guidelines. Provided support to clients in an environment and supported via telephone communication, emails, remote and in-person.Provided support to non-technical internal users through desk side support services. Reported, managed, and resolved issues in IA Ticketing System.Used Active directory for password reset, unlock account, and account creation services. Escalated complex and/or high priority problems to the appropriate team members for resolutions.Running diagnostic programs to quickly identify specific software issues and taking appropriate steps to resolve the issue.