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Manage the end-to-end hardware asset lifecycle, encompassing provisioning, deployment, maintenance, return, retirement, and compliant disposal according to global ITAM best practices. Sustain high asset data accuracy by continually validating and updating configuration items (CIs) within the ServiceNow CMDB across all asset state changes. Execute rigorous asset reconciliation and stockroom validation using ServiceNow dashboards and automated Excel tracking models (Pivot Tables, XLOOKUP, VLOOKUP). Oversee end-to-end Joiner, Mover, and Leaver (JML) asset processes, guaranteeing seamless device provisioning for onboarding and secure asset recovery for offboarding personnel. Investigate and manage Pending Repair, Missing, Lost, and Stolen (MLC) cases, preparing comprehensive compliance documentation and risk mitigation reports. Lead monthly physical inventory audits, reconciliation routines, and verification to maintain audit readiness and prevent shrinkage. Collaborate with procurement, warehouse logistics, and third-party vendor teams to streamline replacement requests, hardware availability, and return management. Analyze recurring asset incidents and perform root cause analysis (RCA) to refine operational workflows, optimize stock retention, and boost SLA performance. Formulate standard operating procedures (SOPs) and generate monthly executive asset governance reports for internal and external compliance audits. Knowledge Base Creation Tools & Technologies Microsoft SCCM / Endpoint Mgmt Active Directory & Azure AD Microsoft 365 & Office Suite Power BI & Jira Windows Server & Linux Support Compliance (DLP, ATP, eDiscovery)

Executed user provisioning, network printer setup, active directory role management, VPN troubleshooting, and remote desktop support for end-users. Tracked case insights related to product adoption, achieving 80%+ team insight generation on product usage patterns and customer success metrics. Built strong cross-functional client relationships, ensuring rapid turnaround on critical technical escalations and SLA-driven issues. Analyzed interaction analytics, customer journey trends, and support channel efficiency to recommend process optimization strategies. Monitored ticket handling quality, categorizations, and resolution timelines within the IT Service Management ticketing system. Collaborated with technical leads to identify training gaps, creating knowledge base documentation to enhance first-contact resolution rates.

Monitored and evaluated customer interaction transactions (calls, tickets, emails) for quality compliance, process accuracy, and service standards. Conducted regular quality audits, calibration sessions, and performance evaluations to identify training gaps and operational bottlenecks. Provided detailed feedback, coaching, and actionable insights to customer support agents to improve First Contact Resolution (FCR) and CSAT scores. Analyzed quality metrics, error trends, and SLA deviations, preparing weekly and monthly QA performance reports for leadership. Utilized ServiceNow ticketing system to audit and evaluate ticket handling efficiency, categorization accuracy, and resolution workflows.

Maintain SCCM site servers, boundaries, and distribution points for high availability. Deploy Windows updates, security hotfixes, and third-party software patches. Build, test, and deploy customized Windows images and task sequences. Package, test, and distribute applications to user collections. Resolve client health issues, deployment failures, and sync errors. Manage co-management setups with Microsoft Intune and modern cloud endpoints. Write PowerShell scripts to automate routine administrative tasks.