● Delivered prompt assistance to end users, guiding through basic troubleshooting tasks. ● Devised operational solutions for HR and Finance Application System issues, maintaining close communication via various channels. ● Thoroughly documented all transactions and support interactions for future reference and knowledge base expansion. ● Mitigated malware, ransomware, and other threats on laptops and desktop systems. ● Evaluated system hardware and software to identify areas for improvement, implementing modifications to minimise lag time and enhance speed. ● Conducted root cause analysis and troubleshooting to address issues promptly. ● Applied patches and upgraded software versions to mitigate security vulnerabilities and safeguard data integrity. ● Optimised repair processes and updated support procedures to ensure consistent and efficient support actions. ● Translated technical information into understandable terms for non-technical stakeholders to enhance comprehension. ● Developed user-friendly support documentation empowering user community to enhance skills and find resolutions independently. ● Proctor for PersonVue test centre. ● Handled Exchange server, configured, and worked on. Added users and edited users access and removed users. ● Mail server handling, adding and removing users, configuring users E-mail, and fixing issues. ● Printer server handling, working with Bishara(supplier for Xerox) and assisted in Printer related issues, fixed hardware Issues. ● Managing and administrating rack server with Win 2016 R2 OS. ● Configuring AVAYA Phone to change users Extensions numbers.

● Configured hardware, devices, and software to establish efficient workstations for employees. ● Followed up with clients to confirm optimal customer satisfaction following support engagement and problem resolution. ● Delivered basic end-user troubleshooting and desktop support on both Windows and Mac systems. ● Trained and supported end-users on software, hardware, and network standards and usage processes. ● Applied software patches and installed new versions to eradicate security issues and safeguard data. ● Managed customer expectations of support and technology functionality to ensure positive user experience. ● Processed over 50 support requests weekly for technical assistance on a wide range of SAP-related issues. ● Retained existing clients and acquired 10 new accounts by delivering high-quality and efficient support services. ● Activated accounts for clients interested in new services, facilitating smooth transitions. ● Provided Tier 1 IT support to non-technical internal users through hands-on desk-side support services. ● Installed, modified, and repaired software and hardware to resolve technical issues effectively. ● Communicated technical information in clear terms to non-technical individuals to enhance understanding.

● Was the team leader for making an RMS system, made sure the team was on track, and was working according to the customers requirement.