January 2024 to PresentResponsible for configuring and maintaining VPN connections to ensure secure remote access.Managing user accounts and group policies in Active Directory.Implementing and optimising Azure services for cloud infrastructure.Deploying and managing devices using Microsoft Intune.Maintaining and troubleshooting Microsoft Exchange servers for efficient email communication.Overseeing SharePoint sites and permissions for effective collaboration.Managing email security and continuity with Mimecast.Administering Office 365 tenant settings and licenses.Providing comprehensive hardware and software support through systematic troubleshooting and resolution techniques.

January 2023 to December 2023Spearheaded the implementation of Windows desktop systems (Windows 10, 11), resulting in a 20% increase in overall system performance.Successfully managed and resolved 10/15 incidents per day, reducing downtime by 15%.Led a team in executing a comprehensive cybersecurity audit, ensuring compliance with industry standards and mitigating potential risks.Provide technical support to end users, troubleshooting hardware and software issues to ensure minimal downtime.Install and configure operating systems, software applications, and peripheral devices.Manage and maintain Active Directory, including user accounts, group policies, and security permissions.Conduct regular system updates and patches to ensure security and performance.Collaborate with cross-functional teams to implement and maintain network infrastructure.Develop and maintain documentation for IT processes and procedures.Participate in on-call rotation to provide after-hours support as needed.Collaborating with the team to troubleshooting and resolving Networking issues.Installing, Setting up new equipment, Configuration.Dealing with incidents face to face.

In this role i was responsible for:Initiating contact with customers who have overdue payments to remind them of their outstanding balances and encourage payment.Negotiating Payment Arrangements: Working with customers to establish payment plans or negotiate settlements for their outstanding debts, taking into account their financial situations and the company's policies.Resolving Disputes: Investigating and resolving any disputes or discrepancies related to the outstanding balances in collaboration with the customer and internal departments such as customer service or billing.Maintaining Records: Keeping detailed and accurate records of all customer interactions, payment agreements, and any other relevant information in the company's collections system.Following up on Accounts: Monitoring and following up on accounts with overdue balances, sending out reminder letters, emails, or making phone calls as necessary to encourage payment.Providing Customer Service: Handling customer inquiries and providing assistance and support to help customers understand their outstanding balances and payment options.Reporting: Generating reports on collection activities, account statuses, and other relevant metrics for management review and decision-making.

1st and 2nd line supportPlayed a key role in the migration of over 30 of systems to a cloud-based infrastructure, resulting in a 30% reduction in operational costs.Implemented proactive monitoring solutions, leading to a 25% decrease in system downtime.Conducted training sessions for the IT team, enhancing their skills and proficiency, contributing to a 20% improvement in issue resolution time.Hardware, Software and Networking.Working on a ticketing system- resolving issues via telephone (Email/Phone and Face-to-face).Projects work - building new apps for the businessAssisted users with technical issues, providing timely and effective troubleshooting and resolution.Installed, configured, and maintained hardware and software for end users.Supported Active Directory operations, including user and group management.Successfully repaired/upgraded 30+ computer systems.