John Samuel

• • Designed, configured, and deployed enterprise network solutions, including LAN, WAN, VPN, and Wireless networks.
  • Monitored and optimized network performance using advanced network monitoring tools.
  • Managed network security, including firewalls, intrusion detection systems, and VPNs.
  • Developed and maintained comprehensive network documentation.
  • Collaborated with cross-functional teams and vendors to execute IT projects successfully.

• Provided tier-2 and tier-3 support for network, server, and application-related issues.
• Monitored server, storage, backup, and network performance to ensure optimal operation.
• Diagnosed and resolved complex IT infrastructure issues, minimizing downtime.
• Assisted in the implementation of IT security policies and procedures.

• Provided technical support to clients, addressing security concerns and access issues.
• Trained customers on phishing awareness and security best practices.

• Streamlined help desk operations for increased efficiency by implementing ticketing system.

• Assisted in the development of internal training materials to improve help desk engineer skills.
• Developed strong relationships with clients, earning trust through responsive communication and reliable problem-solving abilities.
• Improved customer satisfaction by quickly and efficiently resolving technical issues.
• Collaborated with team members to develop new strategies for improving help desk processes.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.