• Led a 20-person team in the Technical Support department, facilitated communication with other departments, resolved challenges, and promoted a positive team culture.• Work with the Production team for Development of the software and testing.• Used ZENDESK to monitor the task delegation and completion.• Reset passwords, create user accounts, and assign roles for users using our software applications.• Update software and computer updates using application push scripts remotely.• Perform system analyst work including reviewing, analyzing, and evaluating basic business systems, processes, data, and user needs.• Provided timely attention to all manage engine helpdesk requests. Assessed the validity of the requests as they arrived, whether by phone or helpdesk ticket. Ensured the details within the ticket were complete and that the impact and criticality of the issue were correctly assessed.• Maintained, troubleshoot, upgraded, imaged, or replaced hardware and application software to meet business needs.• Focused on Microsoft exchange management, active directory maintenance, and group policy configurations. Application support for business-critical software.• Installing, configuring, and maintaining hardware and software for users, including operating systems, applications, and security software.

• Providing technical support to users for hardware and software issues, troubleshooting and resolving problems as necessary.• Managing and maintaining network connectivity, troubleshooting, and resolving network issues as needed.• Installing, configuring, and maintaining hardware and software for users, including operating systems, applications, and security software.• Providing training and assistance to users on software and hardware, including how to use new technologies and resolve common issues.• Managing and maintaining hardware and software inventory, ensuring that all equipment is up to date and in good working condition.• Assisting with IT projects as needed, including planning and implementation of new technologies.• Researching and implementing new technologies and solutions to improve network and desktop performance.• Supported global network users with connectivity, VPN, and access issues.• Documenting network and desktop configurations, troubleshooting steps, and resolutions for future reference.• Staying up to date with the latest developments in IT and networking technologies and recommending solutions accordingly

• Continuously monitored infrastructure to ensure network services ran at optimal capacity. Liaised between engineers and the field team.• Performed troubleshooting on Layer 1 and Layer 2 issues, including IT Ticketing Network support and resolving customer problems via the telephone or remote access.• Provided Cisco network system support for various clients including onsite installations, configurations, upgrades, and troubleshooting of the datacentre.• Collaborated with the Networking team and senior Network Engineers to manage network devices such as wireless access point, routers, switches, and firewalls.• Assisted Senior Engineers in the design, testing, configuration, documentation, and ongoing• improvement of the network.• Configured L2 technologies including VLANs, Inter-VLAN routing, STP, VTP, Trunk, and 802.1q.• Documented network design using Microsoft Visio and GNS3. Presented project stats to upper-level management.

• Provided end-user system and equipment training.• Maintained inventory of cell phones, laptops and peripheral equipment.• Responded to inquiries by phone, email and walk-up requests.• Oversaw installations of new technology and new personnel training.• Provided support for network infrastructure and baseline configurations.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Provided primary customer support to internal and external customers.• Answered customer telephone calls promptly to avoid on-hold wait times.• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.