•Optimized ServiceNow dashboard, resolving over 500 tickets per month with a 95% resolution rate.•Provided prompt, professional IT support for Windows 10, Office 365, and mobile devices.•Utilized ITSM tools (ServiceNow, JIRA) to log, track, and prioritize support tickets, reducing resolution time by 20%.•Facilitated effective communication and collaboration across teams using Slack, Confluence, and Microsoft Teams.•Managed and implemented Azure solutions (Active Directory, Exchange) to streamline authentication processes and enhance security.•Leveraged PuTTY for efficient remote system management and troubleshooting.•Gained proficiency in Microsoft Autopilot to streamline device deployment and configuration.•Performed advanced troubleshooting of hardware and software issues, ensuring system uptime and compliance.•Responded promptly to security threats, isolating affected systems and providing timely support.•Enforced access controls and monitored cloud environments for security risks.•Implemented Self-Service Password Reset (SSPR) and Multi-Factor Authentication (MFA) to strengthen security.•Utilized global search functions for efficient resource location and ticketresolution.•Supported ITIL process development to improve incident and problem management.•Administered Windows domain controllers in a multi-site environment.•Specialized in VPN troubleshooting, enhancing remote connectivity and resolving access issues.

-Provided production support and maintained third-party applications for prominent insurance firms, focusing on day-to-day maintenance and re-enrollment processes.-Managed and tracked various issues and bugs using JIRA, ensuring thorough documentation and resolution.-Established multiple testing environments (ESS, FIT, UAT) and Production, facilitating efficient testing and deployment processes.-Developed and executed scripts tailored to user requirements, enhancing application functionality and performance.-Conducted Installation Verification Testing (IVT) post-deployment to ensure seamless integration of new releases across diverse environments.-Led issues triage processes, meticulously reviewing issues, determining expected behavior versus defects, validating defect severities, and collaborating with vendors to achieve timely resolutions.-Orchestrated UAT approval from all stakeholders, ensuring alignment with project objectives and requirements.-Served as Release Manager during deployment to production, consistently delivering on-time releases without issues, earning praise from senior management.-Acted as a primary liaison with vendors, coordinating efforts for bug fixes and enhancements to meet business needs.-Provided round-the-clock on-call support alongside team members, ensuring continuous availability and responsiveness to critical issues.•Led HRIS and Payroll implementation by discussing their specifications, setting up meetings and addressing any integration questions

•Working with children of different attitudes and skills.•Creating an effective teaching method for the children.•Motivate and inspire the students by crediting their creativity.•Preparing and marking work to facilitate positive pupil development.•Working with others in planned and coordinated manner.•Coordinating activities and resources within a specific area of curriculum.•Scheduled appointments, invitations using Microsoft Outlook.•Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.•Preparing results sheets and demo materials using Microsoft word and excel.