GM Almadin

Conducted initial analysis and prioritization of operational support inquiries from clients to ensure prompt and efficient resolution. Performed fundamental configuration and administrative tasks for applications using platforms such as ServiceNow, Jira, Google, and AWS.

Provided support in handling incoming incidents and service request tickets, including the configuration of monitoring tools and integration with other applications. Demonstrated technical expertise in fulfilling various preventive maintenance tasks and routine health checks of the monitoring tools and troubleshooting issues.

Supported in handling incoming incidents and service request tickets, including the configuration of monitoring tools and integration with other applications. Maintained active involvement in project planning, design, implementation, and documentation.

Promptly responded to and initiated technical troubleshooting sessions with customers through phone, email, and remote sessions. Managed and worked on support tickets ensuring compliance with industry best practices and utilizing existing customer relationship management (CRM) systems such as Salesforce and Jira.

Offered Level 1 technical assistance through email for a SaaS company – ToolsGroup. Implemented diagnostic techniques to identify problems, investigate causes, and recommend solutions to common failures.

Provided technical assistance to clients through phone, email, and chat regarding Fortinet products. Conducted implementations for firewall deployments and remote configuration sessions.

Rendered technical assistance to Thomson Reuters employees. Performed basic computer troubleshooting, which included password reset, network troubleshooting, and software operation support.

Specialized in Network Administration, gaining expertise in managing and maintaining network infrastructures. Developed a strong foundation in information technology principles and practices.