• Provided technical support for global users, leveraging incident ticketing systems (ServiceNow) to identify potential security incidents based on user-reported issues. • Demonstrated strong troubleshooting skills by resolving IT issues related to network connectivity, remote access (Cisco AnyConnect, Citrix Workspace), and endpoint management, contributing to overall network security. • Managed user access and privileges to mitigate security risks, ensuring adherence to security policies. • Supported asset lifecycle management processes, reducing potential vulnerabilities associated with outdated equipment. • Involvement in BYOD initiatives, such as Configuring the device, enforcing security policies, and providing technical support.