• Configured and managed secure remote connections, enabling secure network access for remote employees and external partners while maintaining data protection protocols.• Diagnosed and resolved issues related to hardware, software, and network functionality, applying effective troubleshooting techniques to ensure optimal system security and performance.• Deployed updates, software, and full system images, ensuring all systems remained current with the latest security and functionality standards.• Monitored and managed high-priority support requests, ensuring efficient resolution, comprehensive documentation, and alignment with compliance standards.• Developed and maintained knowledgebase articles, improving first-call resolution rates and contributing to annual cost savings through enhanced issue-resolution efficiency.• Exceeded service targets and consistently achieved high customer satisfaction scores by delivering reliable support aligned with best practices.

• Provided technical support to multiple branch locations, achieving a high satisfaction rate by prioritizing incident responses and adhering to established service-level agreements.• Installed and maintained secure network access points to enhance connectivity while ensuring authorized access only.• Established secure inter-branch communication channels, supporting reliable and secure data exchange across the organization.• Conducted virtual training sessions on foundational cybersecurity practices and internal applications, empowering teams to handle routine issues independently and securely.• Documented all support activities thoroughly, ensuring a clear and accurate record of technical issues, troubleshooting steps, and solutions.