Led a team of 15 IT staff, managed desktop support, remote support, Active Directory/Azure AD, documentation, and after-hours support. Enhanced workflows and user training, implemented chatbot for first-line support.

Improved IT request response rates from 60% to 100%, reduced incident response times by 40%, implemented chatbot support, optimized purchase order approval by 60%.

Managed IT help desk, ticket tracking with Jira/ServiceNow, root cause analysis, onboarding/training for support staff, device setup, and document management.

Optimized help desk response times by 40%, increased SLA compliance from 65% to 85%, reduced critical incidents by 50%.

Provided technical support for Windows OS, business apps, network troubleshooting, asset management, intern training, and network infrastructure improvements.

Reduced incidents by 10% via user training, implemented preventive maintenance reducing issue resolution time by 30%, improved network stability by 40%.