Provided exceptional technical support via email, chat, and phone, resolving diverse issues across Capricorn's applications to boost productivity. Maintained a 95% customer satisfaction rate as the primary contact for technical service requests. Streamlined ticket management using Jira Service Management, reducing response times by 30%. Collaborated with teams to define strategic improvements, enhancing system performance and optimizing workflows.My key contributions I made in this role include:-Resolved 98% of issues within Service Level Agreements (SLAs) by providing timely support across diverse hardware and software products, enhancing user satisfaction.-Diagnosed and escalated complex problems promptly, boosting first-level support efficiency by 30% through accurate issue identification.-Streamlined Active Directory management by executing user maintenance activities, including account creation, deletion, and permission modifications with 95% accuracy.-Developed and shared knowledge base (KB) articles addressing common recurring issues in response to support requests, enhancing user proficiency and resulting in a 25% reduction in recurring issues.-Documented and created 220 KB articles for common issues and procedures, contributing to system policy development and improving team productivity by 40%.-Optimized vendor relationships and stock management, reducing IT equipment delivery delays by 50% and ensuring timely provisioning for new and existing staff.-Leveraged Microsoft Intune to streamline and enhance the organization's Standard Operating Environment (SOE) by deploying Capricorn OS and configuring new hardware. - Developed PowerShell scripts to automate offboarding, boosting efficiency by 35% and reducing manual tasks.- Spearheaded the successful rollout of Surface devices to 500 employees, managing the transition from Lenovo laptops while maintaining 95% user satisfaction throughout the project.

During this time, I met customer requirements by providing top-level assistance with various types of technical issues via email, live chat, and telephone. I was mainly involved in addressing client inquiries regarding IBKR's security system. I collaborated with technical staff to define goals and objectives for system improvements. I leveraged my interpersonal communication skills to serve as the first point of contact for incoming technical service calls and emails. I utilised the latest ticketing tools like CIM to create and update web tickets. I offered technical application support to all interactive brokers applications like WebTrader, IBKR Mobile app, and TWS in Laptop/Desktop, Android phones, Tablets, and iPhones to clients.My key contributions to this role are:-Achieved 95% First Call Resolution (FCR) by eliminating critical issues inno time.-Gained user trust and satisfaction by answering calls, emails, and webtickets of end users in professional manner.-Boosted staff productivity by monitoring performance of new team members and organising required training sessions.-Enhanced technical knowledge and skills by reading trade publications, operating manuals, and diagnostics information.-Acted as liaison between internal teams and customers to resolve bugs/issues and manage inquiries pertaining to all software products.-Enabled sensitive data protection by identifying/escalating issues to secure login of clients through the deployment of using IBKR's smartphone application.-Ensured seamless workflow by delivering technical and functional support for interactive brokers trader workstation, including connectivity, network testing, java configuration, and security protocols.

As an IT Helpdesk Analyst, I visited customer sites for managing the installation of software/hardware and initial program start-up procedures. I contributed to increasing customer awareness regarding the issue resolution process by providing an estimated time frame of resolution on an ongoingbasis. I played an integral role in streamlining the overall workflow by delivering local and remote tier 1 IT support for hardware and software to company personnel. I improved staff productivity by drafting and presenting multiple weekly reports to team members. I ensured seamless workflow byproviding functional/technical support to troubleshoot hardware, software, and operating system.My valuable contributions to this role are:-Received recognition among the top five performers out of 80 team members seven times in a year.-Enhanced staff skillset by training new employees on support processes, procedures, and knowledge base.-Leveraged in-depth field knowledge to submit 20 TKBs (Technical Knowledge Base Articles) for newly identified root causes in systems.-Maintained top spot in terms of CSAT (customer satisfaction survey) and AHT (Average hold time) for delivering best-in-class services to customers.-Ensured data security and integrity by creating new accounts, resetting passwords, as well as configuring access to servers and file management software for users.