Joby George

• Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-user using Service Now.
• Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
• Level 1 & 2 support provided for Windows machines and Servers
• Microsoft Office applications and Sharepoint support for end users
• Active Directory maintenance and MFA using DUO
• Support for voice services-IPFX and Amazon Connect, provided assistance for end users Mitel phones
• Network troubleshooting for end-user machines in markets across the South Island

• Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
• Coordinated with General Manager in different operational issues and promotional activities.
• Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.

• Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
• Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.

Active directory

• Streamlined troubleshooting processes for quicker issue resolution, reducing downtime for users.
• Software installations and training for users
• MS365 applications

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.