- Improved IT service desk efficiency by implementing streamlined ticketing processes and knowledge base updates. - Managed and processed support actions and requests using ticketing system. - Improved first call resolution by creating a comprehensive FAQ database for common user queries. - Implemented remote support tools to quickly resolve off-site user issues and reduce the need for on-site visits. - Served as the point of contact for IT service requests and incidents for office users, ensuring that issues were resolved quickly and within service level agreements. - Logged IT service requests and incidents and followed up closely until closure. - Provided enhanced support to key VIP employees to ensure their IT needs were met effectively.

- Manage Active Directory, Office365 and Microsoft Azure systems. - Support the onboarding of new hires - Install, deploy, configure and troubleshoot end-users' equipment, software & apps and other peripherals for a flowless users onboarding. - Maintain and support in-office IT Equipment - computers, printers, phones, conference rooms, TVs, and back-office systems. - Ensuring that system records and procedures are accurate and current. - Maintain and track IT Equipment inventory stock to support everyday activities.

• Reviewed and streamlined the procurement process for efficient ordering, tracking and receiving of goods. • Conducted inventory monitoring and audit along with discrepancies reconciliation while enhancing process efficiency to elevate service delivery.