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Delivered daily Tier 1–3 support to over 500+ end-users, resolving hardware, software, OS, and account-related issues with a focus on minimizing downtime and improving user productivity.
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Managed Active Directory tasks including new user provisioning, password resets, group policy updates, and permissions, ensuring secure access to company systems.
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Performed Windows 10/11 workstation setup, imaging, patching, and security hardening, supporting a stable and compliant endpoint environment.
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Diagnosed and resolved network connectivity issues (DNS, DHCP, VLAN access, Wi-Fi authentication, IP conflicts) and escalated complex cases with detailed technical findings.
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Supported network engineers by configuring switch ports, assigning VLANs, validating trunk/access ports, and performing post-change testing to ensure connectivity across departments.
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Assisted with firewall access requests by gathering technical requirements, validating source/destination IPs, and performing initial rule testing before final implementation by the security team.
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Used tools such as Wireshark, SolarWinds, and Ping/Traceroute to perform preliminary network diagnostics, helping to reduce mean-time-to-resolution for network tickets.
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Configured and supported VPN clients (IPSec/SSL), troubleshooting authentication failures, profile corruption, and tunnel stability issues for remote workers.
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Participated in company-wide IT projects, including office network upgrades, hardware refresh cycles, migration to cloud services, and wireless optimization initiatives.
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Implemented PowerShell and Python scripts to automate routine tasks such as log collection, software installation, system cleanup, and user onboarding steps,reducing manual workload by approximately 30%.
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Collaborated closely with the cybersecurity team to monitor endpoint alerts, identify suspicious behavior, respond to phishing incidents, and assist in low-level incident investigations.
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Maintained IT asset inventory, licensing, warranty tracking, and documentation to support accurate planning and audit readiness.
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Created clear knowledge-base articles and user guides to reduce repeat tickets and improve first-time resolution for common issues.