Lead and mentor the L2 IT support team, driving continuous learning and development while ensuring high standards of service delivery. Focus on both individual and team growth through strategic guidance, performance monitoring, and clear objective-setting.•ServiceNow Administration: Manage P1, P2, P3, and P4 incidents, Request Items, and catalog tasks within ServiceNow. Optimize IT workflows and incident management processes, leveraging ITSM tools to ensure seamless service delivery.•Complex Issue Resolution: Oversee resolution of advanced technical issues, including Active Directory (AD), Microsoft 365 (M365), software troubleshooting, Windows support, network security, and RSA & MFA. Ensure prompt incident resolution, maintaining high customer satisfaction and compliance with SLAs.•Task Management & Prioritization: Delegate tasks based on team members’ skill sets and business priorities. Balance workloads effectively to meet SLAs while ensuring maximum productivity and service quality.•Process Improvement & Documentation: Identify process optimization opportunities and implement best practices to boost team efficiency. Create and maintain key documentation, including standard operating procedures (SOPs), troubleshooting guides, and escalation protocols.•Escalation Management: Act as the point of contact for escalated technical issues, collaborating with cross-functional IT teams to resolve complex, high-priority problems. Provide clear, timely updates to stakeholders to ensure transparency.•Risk Management: Proactively assess and mitigate risks associated with IT operations. Develop contingency plans to ensure service continuity and minimize potential disruptions.•Training & Development: Conduct training sessions to upskill team members on emerging technologies, tools, and industry best practices, promoting a culture of continuous learning and professional development.

Supported a diverse portfolio of clients, including Heineken, DSM, KPMG, and ABI, by implementing and managing network security configurations. Ensured the integrity and security of client networks, facilitating seamless operations and high-level customer satisfaction.•Network Security Implementation: Led the implementation and management of network security measures (SSL Tunnel, IPSEC Tunnel, Fortinet Firewall, Zscaler proxy) to safeguard client networks and prevent unauthorized access or data breaches.•Change Management: Executed critical security changes across client networks, ensuring compliance with client specifications and industry best practices.•Client Coordination & Communication: Acted as a liaison between L2 support teams, Customer Success Managers (CSMs), and clients. Managed field dispatches and ensured effective communication to guarantee seamless service delivery and issue resolution.

Supported a cloud-based point of sale (POS) system, ensuring seamless operations and optimal user experience for customers. Delivered expert support to help businesses optimize staffing, manage inventory, and process transactions.•POS System Support: Provided ongoing technical support for a cloud-based POS system, ensuring reliable and secure operation. Troubleshot and resolved system-related issues to minimize downtime and maintain customer satisfaction.•Customer Assistance: Guided customers in using the POS system to streamline operations, including optimizing staffing, managing inventory, and generating sales reports.•Problem Resolution: Efficiently identified and resolved application-related issues, ensuring minimal disruption to customers’ operations and providing timely support to maintain a high level of service.

Provided expert support to customers in resolving network-related issues, ensuring optimal performance of voice and data services.•Network Troubleshooting: Diagnosed and resolved network-related issues, ensuring seamless connectivity for customers’ voice and data services.•Device Configuration: Assisted customers with the setup and configuration of mobile devices, ensuring proper network compatibility and functionality.•Billing & Account Support: Addressed customer billing inquiries, assisted with plan changes, upgrades, and account management, ensuring transparency and satisfaction.•Customer Satisfaction: Delivered timely, accurate, and empathetic support, maintaining high levels of customer satisfaction by resolving issues effectively and efficiently.