Managed incident, problem, and request resolution adhering to ITIL best practices.Provided efficient troubleshooting for hardware, software, and network issues.Escalated complex technical problems to higher-level support as needed.Developed and maintained a knowledge base to empower users and improve incident resolution times.Collaborated with different teams to identify and implement process improvements.Possess strong proficiency in Windows OS, MS Office Suite, Active Directory, O365, and Teams.Leveraged ITSM tools (e.g., ServiceNow) for efficient ticket management.Demonstrated exceptional analytical and problem-solving skills for technical issue resolution.Provided remote support using remote support tools to resolve user issues efficiently.Successfully supported clients internal applications and systems including Outlook.

Resolved hardware and software incidents across desktops, Laptops, printers and LAN, prioritizing permanent fixes.Adhered to best practices, ensuring efficient troubleshooting and timely tickets closure.Installed, configured, and maintained operating systems, software, hardware, and network connectivity.Managed antivirus and VPN solutions for security and remote access.Proactively participated in workshops, preventive maintenance, and root cause analysis to enhance service quality.Managed activation of new devices and deactivation of old devices.Managed SLA for tickets and provided quality solutions to user.Added devices in domain and managed users in Active Directory.Managed standard technical processes for providing resolution to user.

I have provided help desk support and Service desk Support to the client both onsite and remotely.I have successfully resolved multiple technical issues, improved and maintained software security and performance.Installed, configured, and maintained operating systems, software, hardware, and network connectivity.