· Led the delivery of IT end-user projects aimed at enhancing the user experience and operational efficiency, focusing on desktop and laptop systems. · Coordinated project activities to ensure timely completion within established timelines and constraints. · Managed and resolved ServiceNow tickets, maintaining a resolution rate within SLA and handling escalated technical support for desktop hardware and software. · Provided Tier 1 and Tier 2 support for over 500 end users, diagnosing hardware, software, and network connectivity issues, maintaining a 95% satisfaction rate. · Diagnosed and repaired laptops and desktops, implementing solutions that reduced downtime by reducing advanced technical issues. · Improved Helpdesk and Desktop Support processes through new documentation, enhancing problem resolution speed and accuracy. · Troubleshot Active Directory issues, such as account lockouts and permission errors, using remote desktop tools for prompt resolutions. · Provided advanced support for Microsoft Office Suite applications, including Outlook, SharePoint, OneDrive, and Teams. · Assisted users in Office 365 integrations across devices, ensuring optimal performance for operating systems and applications. · Conducted training sessions for users on best IT usage practices, leading to improved user proficiency and reduced support requests. · Fostered strong relationships with users by actively seeking feedback to enhance support process efficiencies. · Managed hardware refresh initiatives, coordinating with vendors for seamless hardware updates with minimal user disruption.