Senior User Support Technician
As a Senior User Support Technician, I led the on-site and remote IT support function, ensuring prompt resolution of system and user issues. I managed cloud infrastructure migrations, security protocols, and staff training, consistently improving system reliability and user satisfaction. My expertise included proactive system maintenance, project management, and implementing cybersecurity best practices. • Spearheaded IT support, resolving 90% of Tier 2 & 3 technical incidents within 24 hours through a robust ticketing system • Managed cloud environment administration and user training, achieving 100% uptime • Executed a security audit plan reducing cybersecurity risks by 70% • Implemented VPN and MDM solutions for a 50+ user workforce with a 95% deployment success rate