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Supporting enterprise environments with strict SLAs. Diagnosed & resolved complex technical failures, reducing average resolution times by 30%. Conducted weekly network performance assessments, reducing downtime incidents by 80%. Standardized infrastructure documentation, improving troubleshooting efficiency by 30%. Implemented process improvements that increased service delivery efficiency by 20%.
Provided technical support for 1,000+ end-users in a non-profit organisation. Achieved 90%+ customer satisfaction through effective 1st to 3rd line IT support. Managed Ricoh printer fleet & resource allocation, reducing operational costs by 15%. Led staff training on new technologies, increasing adoption rates by 25%.
Supported a multi-national healthcare infrastructure ensuring critical uptime. Optimized batch scheduling & virtual server performance, improving uptime to 90%+. Provided 3rd-line support & mentoring, reducing escalated incidents by 30%. Processed 300+ service requests per month with 98% SLA compliance.
Participated in a multi-region major endpoint, data center & mainframe migration and assisted in the design of IT operations. Played a key role in migrating 1,000+ devices to a modern infrastructure, ensuring minimal downtime. Enabled seamless remote work support for 1,000+ employees during COVID-19. Improved inventory management & procurement, reducing costs by 15%.
Delivered system administration & support for banking & healthcare environments. Delivered advanced 2nd-line IT support, improving resolution times by 25%. Designed & implemented IT training programs, cutting onboarding time by 20%. Ensured 99%+ uptime across multiple business-critical environments.
Oversaw IT operations across 7+ locations, improving security & efficiency. Delivered 1st-3rd-line IT support, improving resolution times by 90%. Led the migration from Microsoft Exchange 2003 to Office 365 for 700+ users. Conducted network security seminars, reducing incidents by 40%. Developed an IT asset tracking system, reducing misallocation by 90%.
Certification focused on Microsoft 365 fundamentals.
Specialized training focusing on Microsoft Office 365 administration.
Certification in computer networking and infrastructure management.