IT Support Specialist (L1)

Delivered Level 1 hardware, software, and network troubleshooting, system setup, and device maintenance for a portfolio of 10 concurrent business and individual clients through remote and on-site support.

Diagnosed recurring desktop, connectivity, and application issues, maintained client-specific documentation logs, and standardized service delivery. Provided user training and non-technical guidance to improve self-service resolution.

Completed the Techcrush Cloud & DevOps bootcamp while supporting clients, gaining practical exposure to CI/CD pipelines, Linux fundamentals, and multi-cloud environments including Azure and AWS.

Provided first-line IT support for more than 100 users, resolving over 90% of tickets without escalation. Used proactive root-cause troubleshooting to reduce system downtime by 30%.

Administered Microsoft 365 services including Outlook, Teams, and OneDrive, and performed Active Directory tasks such as password resets, access management, and permissions administration.

Created troubleshooting guides for the 10 most recurring issues, reducing average ticket resolution time by 20% and average handling time by 25%. Delivered software training sessions, managed patching and system upgrades, and improved endpoint security.

Triaged and resolved helpdesk tickets according to urgency and business impact, while performing routine system checks, updates, and backups for users.

Installed, configured, and maintained desktops, laptops, printers, and network devices. Provisioned employee accounts, resolved access and password issues, and supported new-hire onboarding.

Configured LAN, Wi-Fi, and routers and troubleshot end-user connectivity issues.

Supported web development coordination for external clients and retail campaigns.

Assisted with brand management support activities and client-facing coordination.

Studied data analysis, innovation and technology management, and strategic management/MIS.