Managing IT Support operations for 100+ users across multiple sites requires structured ticketing workflows, fast SLA response times, and proactive asset lifecycle tracking.
1. SLA Ticketing & Incident Resolution
- Response Time SLA: Maintained average initial response time under 30 minutes for critical and high-priority support requests.
- Ticket Volume: Consistently resolved monthly technical support tickets across multi-site endpoints.
- Ticketing Platforms: Leveraged Jira Service Desk and custom Laravel ITSM apps to track ticket origins, assign priority levels, and document resolution knowledge bases.
2. IT Asset Lifecycle Management
- User Onboarding & Offboarding: Provisioned new user accounts (Active Directory, M365, Google Workspace) and managed secure device wiping during offboarding.
- Hardware Inventory Tracking: Maintained asset serials, warranty statuses, and deployment logs for laptops, printers, scanners, and CCTV units.
- Maintenance & Procurement: Coordinated with external vendors for hardware repairs, replacement parts, and SLA maintenance contracts.
3. Daily Endpoint & Infrastructure Support
- Troubleshooting: Diagnosed hardware and software issues across Windows, macOS, and Linux clients.
- OS Deployment & Maintenance: Performed OS reinstallations, driver updates, and security patch rollouts across 100+ endpoints.
- Remote & On-Site Support: Provided fast remote assistance via AnyDesk/TeamViewer and hands-on site support for physical network cabling and printer maintenance.