• Highly motivated and results-oriented IT professional with a decade of experience. I deliver exceptional customer service, technical support, and effective solutions within large enterprise environments. 

• Proven leadership in mentoring and training IT professionals, bridging skills gaps, and driving team efficiency. Expertise in project management, including planning, prioritization, and execution, coupled with a strong technical foundation encompassing hardware, software, network administration, and information security. 

• Adept at managing ServiceDesk operations, developing knowledge bases, and implementing security policies. 

• Skilled in troubleshooting complex technical issues, managing Active Directory and Exchange environments, and utilizing various software platforms including VMware, Citrix, and SIEM 

• Demonstrated ability to de-escalate customer issues, maintain professionalism under pressure, and drive a high-performing team to exceed service expectations. 

Skills

• Leadership & Management: Team Leadership, Mentoring & Coaching, Performance Monitoring (KPIs), Project Lifecycle Management, Schedule Optimization, Conflict Resolution, Training & Development, Stakeholder Communication, Strategic Planning, Interviewing & Hiring.

• Technical Support & Operations: IT Service Desk Operations, Advanced Troubleshooting, Incident Management, Knowledge Base Development, Client Service Excellence, Remote Support, IT Asset Management, Change Control Processes.

• Networking & Infrastructure: TCP/IP Networking (Routing, DNS, DHCP), Windows Server Administration, Remote (WAN) & Local (LAN) Administration, Active Directory (User Accounts, Permissions, Group Policies), Microsoft Exchange User Administration & Support, O365 Licensing, Microsoft Azure, Citrix Provisioning, Firewall Deployment & Management (PfSense).

• Information Security: Information Security Risk Management, Intrusion Detection, Implementing Security Policies, System Forensics Investigation & Response, Infrastructure Auditing, Incident Handling, Desktop Security (Enterprise Environments), PCI/PII/HIPAA Compliance.

• Database & Analytics: SQL Querying (Microsoft SQL), Data Analysis, Report Generation (Call Statistics, Performance Metrics), Grafana, Splunk SIEM, JIRA.

• Virtualization & OS: XenServer Virtualization, VMWare Workstation/Player, Windows OS (Desktop & Server), Linux Environments (Ubuntu Desktop/Server, Kali).

• Software & Tools: Active Directory, Microsoft O365, InTune, Entra, ServiceNow, ServiceDesk, Avaya PBX/CMS, Rapid7, Software Configuration Center Manager, Target Process, OKTA, PowerShell, Python, SQL Server Manager.

• Soft Skills: Exceptional Customer Service (10+ years), Professionalism, De-escalation, Communication, Problem-Solving, Collaboration, Adaptability, Prioritization, Customer Focus, Strong Ethics.