IT Admin - Senior Helpdesk Support (Direct Client) at TrailblazeIT (UK Company) (2025-03 – Present)
Delivered remote IT support within a fast-paced MSP environment, supporting schools and business clients in UK.
- Resolved an average of 15–25 support tickets per day, maintaining high service standards and meeting SLA response targets.
- Provided 1st and 2nd line troubleshooting for Windows Server, Active Directory, Microsoft 365, Google Workspace, and virtualised environments (VMware/Hyper-V).
- Administered user accounts, permissions, and policies while assisting with deployments via Group Policy, MDM solutions.
IT Admin - Helpdesk Support at Supporting Enterprises (2024-09 – 2025-03)
Provided technical support to employees, resolved issues with software, hardware, and systems, and assisted with any technical problems that arise.
- Provided technical support to employees, resolved issues with software, hardware, and systems, and assisted with any technical problems that arise.
- Installing, configuring, and maintaining hardware and software systems used within the company via Intune Company Policies.
- Managing user accounts, permissions, and access rights to different systems and applications within the organization using Okta.
- Windows devices are manage by Okta while Apple devices by Kandji.
- Maintain consistent high level support and delivery to meet client needs.
Senior Analyst - Technical Support L2 at Accenture, Inc. (2017-06 – 2023-05)
Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Escalated support desk tickets to Level 3 in the most crucial circumstances.
- Provided technical support services to users maintaining a 90%+ customer satisfaction rate.
- Contact vendors as appropriate for maintenance and report hardware inventory on a monthly basis in accordance with corporate requirements.
Helpdesk Support Engineer at Peopleplus Tech, Inc. (2013-06 – 2017-03)
Team Lead for 3 years managing operations with at least 7-8 Agents.
- Team Lead for 3 years.
- Operations with at least 7-8 Agents.
- Fills out Log forms with accurate, complete and detailed information for tracking and escalation tickets.
- Performs advance optimization diagnosis and immediate resolution of client computers.
- Responding to queries on the progress of the PC repair by means of providing proficient chat and call communication with end-customers.
Computer Technician at TechShop Computer Sales and Services (2012-03 – 2013-05)
Performed PC troubleshooting and system installations.
- Performs PC troubleshooting both hardware and software.
- Operating System Installation and other software like MS Office, Adobe suites and etc.
