ivorion

Provided IT operations support for local and regional teams, ensuring SLA adherence and system reliability. Led office relocation initiatives end-to-end, including vendor selection, network setup, firewall and switch configuration, and internet management. Managed Office 365 administration, network infrastructure, and incident response.

Managed corporate IT operations and service delivery, achieving a consistent 94% weekly ticket closure rate. Administered user accounts, security groups, and role-based access controls (RBAC). Implemented automation to improve network performance, reducing outages and recurring incidents. Built internal documentation to reduce repeat issues and enable self-service for users. Monitored service metrics and produced reports to identify trends and drive continuous improvement.

Provided Tier 1 IT support to internal users through desk-side support, ensuring quick response times to tickets and Slack chats. Documented and completed issues within the SLA and escalated tickets to appropriate teams for timely resolution when necessary.

Achieved a 95% first-call resolution rate by resolving issues within 30 minutes before escalation. Increased first-call resolution by 30% by enforcing timely ticket reviews and escalation discipline. Maintained high customer satisfaction scores (average 4.8/5) through efficient issue handling and clear communication.

Provided IT operations support covering system troubleshooting, user account provisioning, and system reliability across Windows Server and Active Directory. Performed daily server health checks, backups, and asset readiness management to ensure data protection.