Delivered Level 1 and Level 2 technical support to over 100 users across multiple business locations. Managed service requests and incident tickets, provided remote assistance, administered user accounts and access controls, resolved authentication and application issues, and maintained support records and documentation. Assisted with workstation deployment, software installation, onboarding, and network stability. Conducted vulnerability assessments using Nmap and Kali Linux.

Led day-to-day IT operations including technical support, incident management, and escalation coordination. Designed and maintained network infrastructure, VPNs, VLANs, and firewall solutions. Managed user provisioning, access permissions, and security policies, implemented infrastructure monitoring with PRTG, and directed hardware deployments, upgrades, and preventive maintenance.

Facilitated training programs in IT support, system administration, networking, and troubleshooting. Organized educational and technology-related projects using Agile and Scrum frameworks, mentored students on service desk operations and technical documentation, and supported compliance reporting and process improvement initiatives.

Conducted data validation, quality checks, and system reviews to ensure accuracy and compliance. Generated analytical reports for operational planning and business decision-making, and assisted with data security procedures, system monitoring, and information governance requirements.