Senior IT Support Specialist

• Delivered 2nd line support for hardware/software issues using remote troubleshooting tools, achieving a customer satisfaction rate above 90%.
• Administered and maintained Mobile Device Management on Azure, resolving 95% of Okta MFA setup issues on the first attempt.
• Diagnosed and resolved trust relationship errors on 150+ workstations and laptops, reducing downtime by 30%.
• Monitored system performance, identifying and resolving 10+ bottlenecks and inefficiencies, improving system uptime by 20%.
• Coached and mentored 3 new hires, enhancing team productivity by 25% within 8 months.
• Conducted Level 1 refresher training and managed on-call support, reducing major incident resolution time by 40%.
• Leveraged expertise in Microsoft 365 services (Teams, SharePoint, OneDrive, Exchange Online) to resolve complex issues and improve user satisfaction.

• Designed and implemented 28+ online events and webcasting portals, adhering to client specifications and enhancing user engagement by 30%.
• Validated 23+ webcasting portals using detailed runbooks, achieving a 95% error-free rate for live events.
• Collaborated with internal teams to resolve webcast portal and recording issues, boosting client satisfaction from 63% to 90% within 7 months.
• Conducted thorough testing on release days, ensuring bug-free deployments for all platform updates and minimizing client disruption.

• Troubleshot and resolved 300+ software and hardware issues for internal users, improving overall system efficiency by 25%.
• Worked with the SOC team to manage and remediate 50+ security incidents, enhancing overall security posture.
• Managed asset inventory and user accounts on Active Directory, increasing customer satisfaction from 72% to 90% by optimizing provisioning processes.
• Diagnosed and resolved connectivity and operational issues with CrowdStrike, CrashPlan, and Checkpoint VPN, reducing downtime by 30%.
• Utilized expertise in MDM (Mobile Iron), RSA Token administration, and McAfee HIPS to troubleshoot sync issues, ensuring seamless device management.
• Supervised shift handovers, managed escalations, and resolved major incidents, decreasing incident response time by 40%.

• Resolved 200+ hardware and software issues on corporate assets, increasing system uptime by 20%.
• Conducted new hire onboarding and off-boarding, achieving 100% compliance with defined procedures and SLAs.
• Developed comprehensive SOPs and knowledge base documents, streamlining processes and reducing resolution time by 15%.
• Managed user access permissions via ACL and Group memberships on Active Directory, enhancing security and access control.

• Resolved 350+ computer-related issues for VMware employees, including hardware and software problems, improving overall productivity by 20%.
• Administered RSA tokens and resolved 100+ VPN connectivity issues, maintaining a customer satisfaction rate above 90%.
• Administered Windows computers and managed MSDN Licenses, ensuring compliance and reducing software-related issues by 15%.
• Managed user accounts and access to internal resources via Active Directory, resolving 95% of access-related issues on the first attempt.