- Leadership & Mentorship: Led and mentored a team of IT Support Specialists, conducting performance reviews and fostering growth to ensure the team's compliance with new procedures, policies, and organizational goals.- Multi-site IT Management: Managed IT support operations across 19 sites, ensuring high service quality and productivity while providing both onsite and remote support.- Escalation & Resolution: Acted as the primary escalation point for complex IT issues, ensuring their timely resolution while gathering feedback to refine IT strategies.- Operational Stability: Ensured the stability and continuous operation of IT systems, identifying potential vulnerabilities and gaps to maintain service reliability within the defined SLAs.- Customer-focused Service Delivery: Developed and enforced IT service policies aimed at improving user experience and increasing satisfaction.- Stakeholder & VIP Relationship Management: Maintained strong relationships with stakeholders and VIP clients, handling escalations and ensuring high-level client satisfaction.- Communication & Process Implementation: Facilitated effective communication between IT management and onsite support teams, driving successful implementation of operational processes and instructions.- Ticketing & Quality Control: Monitored ticketing queues, ensuring the team met daily goals and implementing quality control measures to enhance procedure effectiveness.- Client Engagement & Risk Management: Conducted monthly meetings with VIP clients to discuss operations, identify risks, and proactively address challenges.- Emergency Coverage & Team Coordination: Planned and ensured IT support coverage during emergencies or absences, maintaining consistent availability of support.- Recruitment & Team Building: Coordinated recruitment efforts with HR to select and hire strong IT talent, building a high-performing support team.

- Provide technical assistance and support to end-users for hardware, software, and network-related issues.- Install, configure, and troubleshoot computer systems, peripherals, and software applications.- Respond to help desk tickets and resolve technical problems in a timely and efficient manner.- Train end-users on the use of hardware and software applications.- Create and maintain documentation for IT processes, procedures, and configurations.- Provide excellent customer service, ensuring a positive and professional interaction with end-users.- Responsible for daily follow-up with colleagues to validate their work and report findings to the Team Lead.- led and coordinated the networking training team.- Provided mentorship and training to junior support staff, contributing to their professional development and enhancing team capabilities.- Developed and conducted refreshment training sessions for colleagues on Networking best practices, improving overall organizational IT literacy.- Proactively identified opportunities for process improvement and implemented solutions to enhance the efficiency of IT support services.- Fostered open communication channels between IT teams and other departments, facilitating a collaborative and cooperative work environment.

- Demonstrated proficiency in cloud platforms such as AWS, Azure, or Google Cloud, providing technical expertise to clients.- Successfully drove sales efforts by understanding client requirements and presenting tailored cloud solutions.- Collaborated with the sales team to develop and execute effective strategies, resulting in increased revenue and customer satisfaction.- Coordinated team efforts to achieve sales targets, fostering a collaborative and high-performance work environment.- Cultivated and maintained strong relationships with key clients, understanding their business goals and aligning cloud solutions accordingly.- Acted as a trusted advisor, providing ongoing support and ensuring client satisfaction throughout the sales process and beyond.- Effectively communicated complex technical concepts in a clear and understandable manner to diverse audiences.- Coordinated with cross-functional teams to align project objectives with client expectations.- Fostered a culture of continuous learning, keeping the team updated on the latest developments in cloud services.- Stayed informed about industry best practices and emerging technologies, applying insights to drive competitive advantage.- Executed sales activities, encompassing customer retention for existing clients and the acquisition of new customers.- Prepared documents, including Proof of Concept (PoC), proposals, quotations, and contracts.- Work with our operations and engineering teams to provide pre-and post-sale support as needed to clarify service expectations, including providing diagrams, verbal explanations, and written documentation.

- Coordinated team efforts to ensure the successful planning, design, and implementation of IPRAN solutions.- Led a high-performing communications engineering team specializing in IPRAN, providing guidance, mentorship, and fostering a collaborative environment.- Designed and optimized IPRAN solutions, considering factors such as network capacity, scalability, and performance.- Resolved complex technical issues and acted as a point of escalation for troubleshooting and decision-making.- Conducted knowledge-sharing sessions to disseminate best practices and foster continuous learning within the team.- Prepared detailed technical documentation, including network diagrams, configurations, and performance reports.