• Lead IT projects and oversee daily helpdesk operations to ensure timely issue resolution. • Implement and manage ticketing systems for efficient prioritization and tracking of service requests. • Monitor SLA performance, conduct quality checks on support activities, and drive continuous Improvement. • Communicate IT updates, outages, and maintenance plans clearly to stakeholders. • Collect and analyse user feedback to enhance IT support services and boost satisfaction.

• Managed IT systems, including email servers, active directory, and networks, ensuring optimal performance. • Delivered technical support for desktops, mobile devices, printers, and other end-user hardware. • Diagnosed and resolved system and network issues, minimizing downtime and disruptions. • Led IT infrastructure upgrades, including server setups, cabling, and backup solutions. • Ensured SLA compliance and improved service quality by coordinating with global teams. • Handled IT budget planning, cost control, and vendor management. • Maintained detailed documentation of IT systems and support processes for operational consistency.

• Designed and implemented web-based sales, inventory, and billing systems across multiple branches. • Trained end-users on new systems and created comprehensive documentation. • Analysed business needs to develop tailored software solutions, ensuring operational efficiency.

• Managed Active Directory, file/print servers, and email systems, ensuring smooth IT operations. • Conducted regular maintenance and applied patches to server infrastructure. • Developed standard operating procedures to improve incident resolution processes. • Provided reliable data backup solutions to ensure system and data security.