• Manage daily IT operations, ensuring smooth functionality of hardware, software, and network systems.• Monitor system performance and troubleshoot issues to minimize downtime and enhance efficiency.• Collaborate with cross-functional teams to implement IT policies and procedures, improving overall operations by 65%.• Provide technical support to staff, resolving issues in a timely manner and improving user satisfaction.• Facilitated effective communication and collaboration between field staff and internal IT teams, resulting in a 30% reduction in application downtime and a 50% increase in overall user satisfaction, ensuring continuous improvement.• Delivered comprehensive training program for field staff with the necessary skills to install, configure, and troubleshoot software applications; resulted in a 40% reduction in support requests and increased operational efficiency.• Developed and executed a security awareness program, delivering interactive workshops and informative materials to 200+ field staff members, increasing knowledge and adherence to security practices.• Diagnosed, troubleshoot, and resolved hardware, software, and network issues faced by field staff; reduced downtime by 40% through timely and effective manner.• Crafted and delivered engaging training sessions for incoming field staff, enabling to swiftly acclimate to the technical tools and systems.• Led cross-functional conference call meetings with regional teams, ensuring clear and concise communication between field staff and the central office, leading to a 30% increase in project completion rate.• Enforced database, user management, and site closure policies at all processing sites and ensuring 100% compliance.• Developed and executed comprehensive testing plan, uncovering key performance issues and implementing targeted solutions, resulting in a 50% decrease in application crashes.

• Supported daily administrative functions including scheduling, correspondence, and data management.• Maintained IT inventory and procurement processes, ensuring the availability of necessary hardware and software resources.• Assisted in the development and implementation of new administrative procedures, resulting in a 80% increase in efficiency.• Coordinated IT training sessions for staff, enhancing overall technical proficiency within the organization.• Orchestrated the successful deployment of the Succession Certificate Project application to 145+ sites, resulting in streamlined processes, data accuracy and expedited issuance of certificates.• Led the seamless installation and configuration of Redhat Linux on 30 project sites, bolstering server performance and ensuring uninterrupted operations.• Implemented a robust FAQ section on the Succession Certificate Project website, consisting of 180 detailed and concise answers; led to a 50% decrease in customer support calls and enriched user engagement.

• Provided first-level support for technical issues, achieving a resolution rate of 75% on first contact.• Documented and tracked all support requests using ticketing system like Zendesk, JIRA, or ServiceNow, improving response time and accountability.• Assisted in the installation and configuration of hardware and software for new employees.• Engineered a robust tasks matrix for field staff, internal IT, and development team, optimizing workflow and technical support processes, leading to a 50% reduction in escalations and enhanced team productivity.• Applied a streamlined process to install and configure anti-virus patches across 150+ field sites, resulting in a significant reduction of cyber incidents and improved overall security posture by 75%.• Migrated 600+ field offices to newly designed enhanced registration application.• Created and managed the setup of 4500+ user logins for a new registration application, ensuring seamless onboarding experience for clients and facilitating efficient user engagement.

Customer Services, Shop Floor Assistant, Cashier, Stock Managment