(1 year 1 month) • Provided Tier 1 and Tier 2 IT helpdesk support for internal employees and external users by troubleshooting hardware, software, operating system, application, and network-related issues in a fast-paced enterprise environment. • Diagnosed and resolved Windows OS issues, software installation failures, login/access problems, printer connectivity issues, and system performance bottlenecks while ensuring minimal downtime for end users. • Supported troubleshooting of business-critical applications, infrastructure services, and database connectivity issues by coordinating with cross- functional technical teams for timely issue resolution. • Monitored and managed incident tickets through ServiceNow/Jira, ensuring accurate documentation, timely escalation, SLA compliance, and effective communication with users throughout the resolution process. • Assisted users with Active Directory account management activities including password resets, user provisioning, access permissions, account unlocks, and multi-factor authentication support. •Performed remote desktop troubleshooting and technical support for hybrid and remote employees using remote support tools to quickly diagnose and resolve user issues. •Collaborated with infrastructure, cloud, networking, and application support teams to investigate recurring technical incidents and implement preventive solutions to improve system stability •Supported system patching, software deployment, and endpoint maintenance activities across Windows-based enterprise environments while following organizational security and compliance policies. • Assisted in troubleshooting database-related issues including connectivity failures, query execution errors, application data sync issues, and performance-related concerns. • Maintained detailed troubleshooting documentation, knowledge base articles, and issue resolution procedures to improve team efficiency and enhance user support experience.

• Delivered Level 1/2 desktop and application support for 1,500+ Windows 10/11 and macOS endpoints across 6 concurrent client engagements troubleshooting software application failures, OS configuration issues, and user access problems, maintaining 99.96% system uptime and reducing unplanned support escalations by 64%. • Installed, configured, and maintained software applications and operating systems across client environments using SCCM task sequences and WDS achieving a 99.8% successful imaging rate and completing OS deployment projects ahead of client SLA deadlines. • Executed SQL queries against SCCM and ServiceNow CMDB databases extracting patch compliance reports, software distribution audit logs, and endpoint configuration status data across 1,500+ devices, producing weekly management dashboards that tracked vulnerability closure rates and asset refresh schedules for 3 client environments. • Supported laptops, mobile devices, and tablets across on-premises and hybrid work environments provisioning Apple macOS and iOS endpoints using Jamf Pro, enforcing device policy compliance, and maintaining 100% MDM enrollment across 500+ Apple devices. • Handled technical escalations and performed root cause analysis on recurring application and system incidents documenting findings in ServiceNow, coordinating resolution with local and global support teams, and producing 30+ SOPs that reduced mean time to resolve repeat incidents by 47%. • Applied AI-assisted diagnostic tooling during incident investigation using log correlation and AI-driven pattern-matching to accelerate root cause identification on complex multi-system failures, reducing average investigation time for escalated incidents and improving SLA attainment across high-priority ticket categories.