• Provided top-tier technical support for IT infrastructure, swiftly diagnosing and resolving user issues to ensure uninterrupted system operation and user satisfaction.• Implemented proactive measures to minimize system downtime, safeguarding against operational disruptions and preserving business continuity.• Ensured strict adherence to organizational Information Security policies and protocols, fostering robust data security and integrity across all systems and networks.• Spearheaded the design and implementation of innovative IT solutions, driving improvements in resilience, scalability, and performance across the IT landscape.• Orchestrated the meticulous maintenance of compliance reports, encompassing Anti-Virus assessments, hardware and software license management, data backup and security protocols. Ensured organizational compliance and upheld data integrity standards.• Spearheaded continuous monitoring initiatives for all installed systems and infrastructure, guaranteeing optimal performance, reliability, and efficiency.• Strategically planned and executed routine preventive maintenance activities, bolstering system reliability and optimizing performance while preemptively addressing potential issues.• Directed comprehensive IT asset and inventory management, meticulously tracking assets, optimizing resource allocation, and managing lifecycle processes.• Conducted thorough evaluations of IT assets and accessories, providing strategic recommendations for procurement to optimize product effectiveness, efficiency, and alignment with organizational objectives.

• Proficiently analyzed and continuously monitored both hardware and software components, demonstrating a consistent ability to identify and resolve complex technical issues in a timely manner.• Leveraged extensive knowledge of IT infrastructure to enhance end-user experiences, offering comprehensive technical support and assistance in resolving intricate technical challenges.• Managed and supervised the Systems Help Desk, proficiently utilizing ManageEngine ServiceDesk Plus to streamline support processes, ensuring effective user assistance.• Devised and executed strategic initiatives to maintain seamless operations with minimal downtime, enhancing overall system performance.• Assumed responsibility for the meticulous maintenance of compliance reports, encompassing Anti-Virus assessments, hardware and software license management, data backup protocols, preventive maintenance schedules, and Annual Maintenance Contracts (AMC).• Monitoring of all installed systems and infrastructure, ensuring peak performance and reliability.• Spearheaded the development and implementation of innovative solutions while fortifying the resilience of the existing IT environment.• Executed routine preventive maintenance activities to ensure system reliability and optimize performance.• Authored and maintained custom scripts to automate tasks, increasing system efficiency and reducing manual intervention.• Provided comprehensive technical documentation and conducted user training, empowering individuals to proficiently utilize hardware and software resources.• Managed and maintained IT assets and inventory, ensuring precise asset management and resource allocation.

• Provided advanced technical assistance for IT infrastructure, swiftly diagnosing and resolving user issues to uphold seamless system operations, ensuring minimal disruptions and heightened user satisfaction.• Ensured strict adherence to organizational Information Security policies and protocols, fostering robust data security and integrity across all systems.• Managed and supervised the Systems Help Desk, proficiently utilizing ServiceNow to streamline support processes and deliver effective user assistance.• Orchestrated seamless operation and optimized technical functionality across Smart Meeting Rooms by overseeing their management and ensuring the effective utilization of video conferencing technologies.• Administered and upheld meticulous management of IT assets and inventory, implementing precise asset tracking methodologies to optimize resource allocation and support cost-effective operations.

• Provided comprehensive technical support for IT infrastructure, promptly resolving user issues and ensuring seamless system operation.• Managed the Systems Help Desk using Freshservice, overseeing efficient ticket resolution and user satisfaction.• Implemented proactive measures to minimize system downtime, guaranteeing near-zero operational disruptions.• Designed, developed, and maintained PowerBI Dashboards and Reports, delivering actionable insights to drive informed decision-making.• Maintained up-to-date compliance reports for BitLocker encryption and Multi-Factor Authentication (MFA) to ensure data security.• Collaborated with cross-functional teams on various projects, automating departmental processes to enhance productivity.• Spearheaded the design and implementation of innovative solutions, bolstering the resilience and performance of the existing IT environment.• Oversaw IT procurement activities, optimizing resource allocation and cost-effectiveness.• Established and maintained an internal knowledge base, comprising technical documentation, user manuals, and IT policies, enhancing operational efficiency.• Managed and maintained IT assets and inventory, ensuring precise asset tracking and resource management.

• Provided expert technical support for system failures, network issues, telecommunications, and application glitches, ensuring swift resolution of user complaints.• Managed the Systems Help Desk using HPOV (Hewlett Packard OpenView) and Symphony Summit, ensuring efficient incident management and user satisfaction.• Oversaw the installation, setup, and maintenance of the entire network system, encompassing servers and workstations.• Responded to software application installations and troubleshooting requests promptly, minimizing downtime and optimizing user productivity.• Collaborated with various departments to assess current and future system requirements, strategizing and planning systems department activities, policies, programs, and strategies accordingly.• Developed, implemented, and enforced systems development standards, policies, and procedures to streamline operations and ensure consistency.• Ensured strict adherence to Information Security roles and responsibilities as defined by the organization, maintaining data security and integrity.• Maintained up-to-date reports, including DHCP (Dynamic Host Configuration Protocol) records, VLAN (Virtual LAN) configurations, Workstation/VoIP (Voice over Internet Protocol) inventories, Wall-Port Position Diagrams, Hardening checklists, Fixed Assets Evaluation Forms, and Antivirus status reports.• Operated within the framework of ISO 9001, ISO/IEC 27001, and SSAE 16 standards, ensuring compliance and adherence to international quality and security benchmarks.