>Spearheaded resolution of complex IT issues both remotely and on-site, minimizing client downtime.>Diagnose and resolve complex issues across cloud and on-premise environments to ensure seamless operations.>Generated comprehensive weekly and monthly reports, showcasing ticket resolution performance and client satisfaction.>Streamlined hardware and software subscription renewals, reducing overhead costs and ensuring uninterrupted service delivery.>Led procurement strategies for hardware and software, cutting costs by negotiating with key suppliers.Designed and executed IT support contracts, product guides, troubleshooting articles, and detailed technical reports, driving consistent service quality.>Directed high-impact projects such as office setups, system upgrades, and seamless migrations from Google Workspace to Microsoft 365, enhancing operational efficiency.>Oversaw and enforced strict compliance with company standards in chat and ticket support systems, improving customer service benchmarks.>Delivered expert training and guidance to client staff on new systems and emerging technologies, boosting productivity and user confidence.

Administered Exchange Server, optimizing email flow and reducing disruptions by 20% through proactive monitoring and issue resolution.Tracked, blocked, and purged unwanted emails using EOP and Proofpoint, securing systems against potential threats.Collaborated with third-party applications (ServiceNow, Proofpoint) to streamline operations and reduce ticket resolution times by 25%.Diagnosed and resolved SharePoint issues, enhancing collaboration and system performance.Administered and troubleshooted Power Apps and Power BI, leading to a 15% increase in user adoption across teams.Enhanced functionality and user experience in MS applications such as MS Forms, MS Project, and Mentimeter, increasing efficiency.Automated advanced troubleshooting processes using PowerShell scripts, cutting down resolution time by 30%.