• Provided first-line technical support to internal and external users through various channels, including phone, email, and in person.• Diagnosed and resolved a diverse range of hardware and software issues, including network connectivity problems, printing issues, and software errors.• Resolved user account issues and performed password resets efficiently.• Documented all support interactions and tracked resolution times to ensure quality control and improve service delivery.• Proactively identified potential issues and implemented preventative measures to minimize downtime and optimize system performance.• Supported the rollout of new software and hardware, ensuring a smooth and efficient transition for users.• Assisted with the integration of CCTV and door access systems into the existing IT infrastructure, contributing to enhanced security and access control capabilities.• Provided basic troubleshooting and support for CCTV and door access system users, ensuring optimal functionality.• Collaborated effectively with other IT team members and security personnel to escalate complex issues and ensure the smooth operation of integrated systems.

● Provided high-level support to ensure more than 10,000 devices are protected from internal and external threats.● Developed, maintained, and supported IT and security teams providing firewall management, responding to security breaches, and analysing security breaches.● Implemented threat analysis in an environment to minimise all risks and threats to the company for optimum security.● Devised and set up rules and policies for more than 1000 end-users and clients in the endpoint protection area, facilitating the efficiency and ease of operations.● Coordinated the configuration, upgrades, and patches of Symantec Endpoint application for various clients in addition to resolving errors.● Analysed a wide range of log files to determine the root cause of an issue and provide an appropriate solution.● Evaluated potential threats to modify the existing security rules applied.● Developed and implemented short-term and long-term solutions for over 5000 clients.● Assisted with the integration of Symantec Endpoint with various external applications (e.g.: Splunk).● Advised other team members regarding outbreaks and bugs in the application, which resulted in reducing the resolution time to 30 minutes.

● Handled customer queries, complaints, and requests with 100% efficiency.● Delivered quick and effective resolutions to queries regarding products with 100% customer satisfaction.● Maintained close relationships with various vendors to ensure that the customers had an appropriate resolution to queries.● Determined the requirements of more than 5000 customers and provided solutions following company policy.● Offered appropriate solutions to escalated calls with multiple vendors and customers, ensuring that a resolution is presented.● Presented accurate, valid, and complete information by using the right tools to meet personal/team sales targets and call-handling quotas.