• Owned and coordinated L2 incidents in Jira/ITSM from triage through evidence-based closure, working across infrastructure, application, and vendor teams in a regulated banking environment. • Provided support across branch and data center environments, prioritizing user-impact issues, communicating ETAs and recovery updates, and confirming service restoration with post-fix checks. • Supported approved changes such as switch replacement, firmware upgrades, and configuration updates using implementation plans, pre/post checks, rollback steps, and validation evidence. • Used Cisco CLI, SolarWinds, Infoblox, and network monitoring context to diagnose connectivity and performance issues, improve troubleshooting accuracy, and accelerate escalation quality. • Maintained SOPs, runbooks, topology updates, handover notes, and change evidence to strengthen support consistency, audit readiness, and operational traceability. • Supported enterprise wireless and secure-access related activities in coordination with network teams, including WLC/AP support and alignment with access control procedures.

• Performed daily IBM mainframe batch health checks and supported operational stability against SLA expectations in a high-availability banking environment. • Coordinated scheduled maintenance and change windows with application, infrastructure, and vendor teams; prepared runbooks, validation steps, and rollback actions. • Managed incident and problem follow-up through Jira/ITSM workflows with clear ownership, approvals, and documentation discipline for P1/P2 cases. • Contributed to faster ticket resolution through clearer triage, follow-up, and evidence-based closure practices.

• Coordinated rollout, onboarding workshops, and user communications for a new academic digital platform, helping users adopt new processes smoothly. • Tracked issues and enhancement requests in Jira/Confluence, followed up actions to closure, and maintained structured documentation during go-live and change periods. • Produced controlled documentation with versioning and approvals, improving consistency of user guidance, stakeholder communication, and release readiness. • Supported tech-enabled events and workshops with internal and external stakeholders, covering readiness checks, logistics, and follow-up actions.

• Oversaw rollout of Cisco networking, enterprise wireless, IP surveillance, Windows Server, and automation-related infrastructure across multiple manufacturing sites. • Led vendors, budgets, schedules, and controlled implementation risks for infrastructure and digitalization projects, strengthening operational support readiness across 3 sites.