Managed daily IT operations, leading a cross-functional team in delivering strategic solutions while ensuring compliance with industry regulations and internal policies.Directed system log analysis and optimization efforts, implementing data-driven enhancements to maximize operational performance and efficiency.Oversaw issue resolution processes, maintaining high customer service standards while enforcing robust security protocols to safeguard sensitive information.Developed and delivered security awareness training programs, equipping employees with knowledge on cybersecurity risks, best practices, and compliance requirements, thereby promoting a culture of security vigilance organization-wide.

Led the design, deployment, and optimization of technology solutions, aligning technical strategies with business objectives.Managed cross-functional teams, delivering tailored solutions that meet client needs and drive operational efficiency.Provided expert recommendations on configurations and deployment strategies, enhancing service quality and performance.Directed remote troubleshooting and resolution efforts, minimizing downtime and ensuring consistent service delivery across multiple locations.Facilitated discovery sessions with clients and partners, offering insights into product architecture and guiding strategic decisions.Developed and maintained comprehensive solution documentation, including technical schematics, user stories, and scopes of work.Monitored support ticket systems (Jira), prioritized issues, and ensured timely communication and resolution of client concerns.Supported field technicians during installations, ensuring successful deployment and consistent quality across digital media systems.Built and maintained strong client relationships through proactive updates and effective issue resolution.

Service applications and systems operational availability levels that meet or exceed standards and service levels already established, while minimizing operational risk.Follow established processes/standards, business technology architecture, risk, and production capacity guidelines; plan, monitor and escalate issues as required.Troubleshooting on desktop and shrink-wrapped applications (MS office, Adobe etc.)Troubleshooting on VPN connectivity, dial up, wireless routers.Knowledge on active directory, domain controllers etc.Exposure to password reset tools.Responds to, diagnoses, and resolves user problems, queries, or complaints through discussion with users (e.g., troubleshooting, fault rectification, problem escalation, etc.) to meet service level agreements (SLAs).Responds to, diagnoses, resolves, and documents user service issues and requests as they arise under the guidance of more senior staff to maintain and improve the operation of hardware and software systems in compliance with internal service level agreements (SLAs).Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment

Led project planning, scheduling, and execution, ensuring alignment with client goals, timelines, and budgets.Managed cross-functional teams, coordinating tasks and resources to deliver high-quality results on time.Monitored project progress, identified risks, and implemented mitigation strategies to keep projects on track.Facilitated communication between stakeholders, providing regular updates and ensuring alignment across all phases of the project.Analyzed project performance metrics, driving continuous improvement and optimizing workflows.Ensured project deliverables met quality standards and complied with industry regulations and client requirements.Conducted project reviews and post-mortems to identify lessons learned and enhance future project outcomes.Managed stakeholder expectations and addressed concerns proactively to maintain strong client relationships.Prepared detailed project documentation, including reports, timelines, and resource plans for seamless project execution.Coordinated change management processes, adapting plans as needed to address evolving project needs or client feedback.

Assisted in planning, scheduling, and tracking project timelines, milestones, and deliverables.Supported project managers in coordinating tasks, resources, and team meetings to ensure alignment with project goals.Helped monitor project progress by updating project management tools and preparing status reports.Conducted research and gathered data for project planning and risk analysis.Assisted in documenting project requirements, action items, and meeting minutes for effective communication.Collaborated with cross-functional teams to follow up on project tasks and ensure timely completion.Participated in stakeholder meetings, providing updates and gathering feedback for project adjustments.Assisted in tracking and managing project budgets, expenses, and resource allocations.Helped with quality checks and testing to ensure deliverables met client and project standards.Contributed to the creation and maintenance of project documentation, including schedules, progress reports, and presentations.