Set and implement user access controls and identify and access management systems.Updated the country PAC file, identifying domains adding domains to SSL bypass list depending on website rating, business requirement.Monitored for attacks, intrusions and unusual, unauthorized or illegal activity.Identified potential weaknesses and implement measures, such as firewalls and encryption.Checked and verifying firewall policies for Azure and AWS cloud services.Worked on iboss, Zscaler cloud proxy including blocking malicious websites, unblocking websites depending on business requirement which includes URL recategorization.Responsible for managing daily change requests, Severity 1 and Severity 2 incidents which includes troubleshooting and investigating issue along using tools like Wireshark.

•Resolved 92% of Level III escalations within 2 hours, boosting customer satisfaction by 41%.•Enhanced knowledge base and improved first-call resolution by 53% through creation of detailed technical documentation in Microsoft Word with Use Cases to process improvements.•Facilitated junior techs on analysing escalated tickets, resulting in 84% reduction in excessive escalations.•Implement and support the installation of operating systems, software patches, and anti-virus software and updates within locations.•Collaborate in preparation of reports, dashboard and documentation for reported Incident to improvement in operational from the customers feedback.•Provided Office 365 E3 License to the users.

Maintained switches and servers.Planning, engineering and monitoring the security arrangements for the protection of the network systems.Updated firewalls, virtual private network, web protocols and email security.

•Installed, configured, Deployment and maintained Enterprise computer systems, servers, and networking equipment.•Supported MS Office 365 applications (Outlook, Word, Excel, PowerPoint) to boost productivity and collaboration.•Utilised expertise in core network technologies (wireless networking, VLAN, DHCP, DNS) to troubleshoot network problems.•Managed Active Directory accounts, permissions, group policies, and LDAP systems and Cloud Computing (Azure AD).•Served as a professional liaison between IT department and customers via email, phone, and in-person communication.•Collaborated with team to resolve network issues and Complex Issues leading to 31% reduction in malfunctions.

•Managed ticketing system to document and communicate incidents, resolutions, and status updates.•Provided on-site and remote support for laptops, hardware, peripherals, printers, and endpoint infrastructure.•Handled Service Desk tickets via email, phone calls, frequently using Zoom, MS Teams, and Skype for verbal communication.•Utilised Remote Desktop Protocol for effective remote troubleshooting leading to a 52% improvement in first-call resolution Conversion rate.•Delivered IT assistance with a 96% success rate in issue resolution to users.•Provided support on-site issues related to IMAC (installations, moves and changes).

• Deployed network equipment including Routing, Switching, and modems with a 95% up-time.• Installed network printers, scanners, and software to assist users with network issues while delivering superior customer service.• Optimized debugging, troubleshooting and monitoring of Routing activities, boosting up-time by 27%.• Offered basic Client Facing continuous support for end-user hardware, software, and accounts access.