IT SpecialistIT Specialist

Key Achievements:

- Delivered L1/L2 IT support to 5,000+ enterprise users, troubleshooting hardware, software, network, and access issues through remote, phone, email, and onsite support. - Resolved 20–25 incident tickets daily (including 3–5 onsite cases) while consistently meeting SLA targets and maintaining high customer satisfaction ratings. - Administered Active Directory user lifecycle management, including account provisioning, password resets, and access permissions while ensuring compliance with organizational security policies. - Led IT onboarding for new hires, configuring system access, applications, and security requirements to ensure seamless user setup and productivity from day one. - Diagnosed and resolved laptop and endpoint issues such as login failures, device compliance errors, multi-factor authentication problems, and Wi-Fi connectivity issues, reducing user downtime. - Served as Lead Point of Contact for Client Asset Management, overseeing laptop allocation for new employees and coordinating device retrieval from offboarding staff. - Managed the end-to-end IT asset lifecycle including procurement coordination, deployment, tracking, maintenance, and retirement while ensuring audit and compliance readiness. - Utilized enterprise tools including ServiceNow (ticketing), LogMeIn (remote support), Microsoft 365, Microsoft Teams, and ProtechMyTech to streamline incident resolution and documentation.