• Offered exceptional technical assistance and exceptional customer support to clients through different communication channels, including phone, email, in-person, and ticketing system, utilizing remote tools such as TeamViewer, Remote Desktop, Teams, Zoom, and more. • Addressed unresolved support cases by escalating them to level 2 or higher and providing regular updates to the relevant team member. • Handled the onboarding, offboarding, activation, and deactivation of team members in the Active Directory of Windows Server 2019. • Implemented Group Policy and various levels of NTFS permission in Windows Server 2019 to manage user accounts and groups, ensuring appropriate access to shared personal and network drives.• Efficiently managed and resolved issues related to Office 365, including creating new user accounts and groups, managing shared mailboxes, performing password resets, and handling license assignments.• Enhanced security and facilitated user authentication and password management by implementing and overseeing Multi-Factor Authentication and self-service password reset in Azure Active Directory and Microsoft 365. • Resolved system performance problems on Windows 10/11 by utilizing various monitoring tools like Task Manager, Event Viewer, and Resource Monitor. • Addressed Windows 10 issues, including password recovery, system recovery, software problems, application glitches, licensing concerns, BSOD (Blue Screen of Death), windows backup and restore, recovery, update, and upgrade. • Configured and tested network performance through the use of commands like ipconfig (flushdns, release, renew), tracert, ping, nslookup, etc.• Implemented Group Policies in Windows Server 2019 Active Directory to enforce strong password requirements, regulate logon attempts, and restrict certain applications.• Backed up the system by selecting different RAID levels (RAID 0, 1, 5, and 10) and setting up RAID using NAS.

• Provided professional and courteous assistance to customers, addressing their inquiries and suggestions.• Demonstrated active listening to promptly address and resolve customer concerns, promptly escalating more significant issues to a supervisor.• Managed a steady stream of customer calls with minimal wait times and promptly answered calls to prevent customers from being put on hold.• Prioritized customer needs by delivering prompt service.• Stayed informed about product updates and changes through participation in team meetings and training sessions.