Cloud Infrastructure & Support 

• Supported cloud infrastructure for UK-based client Lloyd’s Register, a global maritime leader.

• Provisioned, configured, and maintained cloud resources across Development, Test, Pre-Production, and Production environments.

• Delivered day-to-day support for Azure services, focusing on infrastructure stability, cost efficiency, and performance monitoring.

• Handled cloud networking components, including VNETs, subnets, and routing configurations.

Internal IT Support

• Managed end-user systems and IT assets (laptops, desktops,and Headphones, etc..) across two physical locations, ensuring smooth IT operations.

• Installed, configured, and maintained operating systems and applications, while responding to software issues.

• Provided responsive troubleshooting and remote/onsite technical support.

Monitoring & Service Management

• Conducted continuous monitoring of cloud resources using tools such as Azure Monitor, identifying and resolving performance bottlenecks.

• Used ServiceNow to track incidents, manage requests, and drive timely resolution of IT and infrastructure tickets.

• Ensured SLA compliance and coordinated with multiple teams to resolve escalated issues.

 Cross-Functional Collaboration

• Acted as a bridge between IT, Cloud, and Network teams, contributing to effective issue resolution and service delivery.

• Participated in internal improvement projects, knowledge sharing, and asset lifecycle management.

IT Support & End-User Services

• Served as the first point of contact for over 2,000+ global users and VIP clients, delivering Tier 1 technical support for hardware, software, and network issues.

• Resolved IT incidents within defined SLAs, ensuring high user satisfaction and minimal downtime.

• Delivered remote desktop support using tools like Bomgar (BeyondTrust), TeamViewer, and Microsoft Teams.

• Diagnosed and escalated persistent LAN/Wi-Fi connectivity issues, collaborating closely with network teams for resolution.

System Access & User Management

• Handled complete user onboarding/offboarding processes: email setup, hardware provisioning, permission configuration.

• Managed user accounts in Active Directory, including account creation, password resets, group policy adjustments, and deprovisioning.

• Administered and provisioned Microsoft Office 365 licenses (Basic, E3), ensuring compliance and proper allocation.

 ITSM & Incident Management

• Utilized ServiceNow ITSM platform to manage incident, request, and problem tickets, maintaining full lifecycle documentation.

• Prioritized and managed high-impact (P1–P3) incidents, recorded business impact, and escalated to appropriate resolver groups.

• Ensured adherence to ITIL practices for incident, request, and problem management.

• Generated weekly/monthly reports on ticket trends, SLA breaches, and resolution metrics for leadership review.

Technical Operations & Maintenance

• Installed and configured enterprise software and Microsoft Office applications (Outlook, Teams, etc.) as per company standards.

• Assisted in OS patch management and updates, maintaining endpoint security compliance.

• Supported remote access tools including Citrix, VDI, and Zscaler VPN, ensuring secure connectivity for global users.

• Configured and troubleshot network printers and managed file share access for users across regions.

 Knowledge Management & Training

• Created and maintained Knowledge Base (KB) articles for frequent or complex issues.

• Delivered Knowledge Transfers (KT) and mentored junior team members on technical challenges and best practices.

• Participated in internal IT audits, ensuring all end-user systems and procedures complied with organizational policies.

• Served as the first point of contact for over 2,000+ global users and VIP clients.

• Engage with customers through chat to provide support and address their queries regarding refunds and replacements.

• Actively listen to customers to understand their issues and provide appropriate solutions.

• Evaluate customer requests for refunds and replacements, verifying eligibility based on company policies.

• Identify and analyze customer issues, providing timely and efective solutions to ensure customer satisfaction.

• Escalate complex issues to the appropriate teams when necessary.

• Provide clear instructions and guidance to customers regarding the return process, including shipping methods and timelines.

• Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.

• Contribute to team meetings by sharing insights from customer interactions.

Gained a solid understanding of the ITIL service value system (SVS) and four dimensions of service management.

Familiar with ITIL key concepts such as:

• Service lifecycle

• Value co-creation

• Continual improvement model

• Guiding principles (e.g., "Focus on value", "Progress iteratively with feedback")

• Practical knowledge of how ITIL integrates with Agile, DevOps, and Lean practices.

Applicable for managing cloud services, incident/problem/change management, and aligning IT services with business goals.