● Provided first-line support to employees across multiple departments via phone, email, and in-person, resolving an average of 25 tickets per day and achieving a 95% first-contact resolution rate. ● Diagnosed and resolved hardware issues such as printer malfunctions, workstation setups, and peripheral connectivity, reducing overall hardware-related downtime by 20%. ● Assisted in managing user accounts on Active Directory, resetting passwords, and coordinating new hire system access for an average of 10 new employees per month, maintaining a 100% on-time onboarding record. ● Collaborated closely with second-line and third-line support teams to escalate complex cases and ensure timely resolution, resulting in a 98% SLA compliance rate. ● Led a weekly onboarding program for new employees, training over 40 staff members on basic IT best practices and cutting initial troubleshooting calls by 25%.

● Provided first-line IT support, resolving hardware and software issues to ensure timely and effective resolution of support requests. ● Optimized hardware components and implemented advanced software solutions to enhance system performance and efficiency. ● Deployed cutting-edge cybersecurity measures to safeguard sensitive data and protect against potential threats. ● Resolved complex software issues promptly, minimizing downtime and ensuring uninterrupted operations. ● Collaborated with IT team members to ensure smooth operation of IT services, demonstrating strong communication and customer service skills.

● Managed and streamlined the company’s database, ensuring efficient data storage, retrieval, and accurate reporting. ● Updated and enhanced web content, optimizing user experience and increasing website traffic. ● Assisted clients with navigating the online dashboard, providing prompt and effective support to ensure smooth transactions. ● Collaborated in creating a hardware inventory system that reduced asset-related incidents by 15%. ● Identified repetitive software issues, creating step-by-step guides that cut downtime by 25% for common tasks.