ريني ماثيو

Resolved an average of 180+ support tickets per month, maintaining a 95%+ user
satisfaction rate
❖ Managed user account creation, group policy assignments, and permissions using Active
Directory
❖ Provided Level 1 and 2 support for internal banking staff, resolving hardware, software, and
connectivity issues
❖ Handled Microsoft 365 administration, including account setup, license assignment, and
mailbox configuration
❖ Monitored and updated IT assets via Asset Management System, ensuring accurate
inventory and compliance
❖ Troubleshot and resolved issues related to Hardware and software.
❖ Conducted software installations, patch management, and OS updates across 150+ user
machines
❖ Supported remote users using VPN, and remote support tools (TeamViewer, AnyDesk,
SSCM)
❖ Executed change management procedures: evaluated, documented, and implemented
approved RFCs
❖ Coordinated with vendors and external support teams for critical system failures and
escalations
❖ Maintained up-to-date documentation on processes, system configurations, and standard
operating procedures (SOPs)
❖ Implemented data backup strategies and participated in periodic disaster recovery drills
❖ Assisted in internal IT audits and ensured ISO 9001:2008 compliance
❖ Kept current with emerging IT trends and recommended upgrades to optimize operations

Delivered technical support to over 200 on-site and remote employees across multiple
locations
❖ Supported a wide range of devices, including desktops, laptops, printers, network devices,
and phones
❖ Maintained and troubleshot Windows environments (XP to 11) in domain-controlled
settings
❖ Assisted in VPN setup, IP configuration, and firewall settings for secure remote access
❖ Installed, configured, and tested software such as AutoCAD, Microsoft Office, SAP, and
antivirus tools
❖ Provided training and documentation to non-technical users, improving overall IT literacy
❖ Participated in project planning and coordination of IT infrastructure for new site offices
❖ Maintained IT inventory logs, ordered replacement hardware, and ensured compliance
with licensing
❖ Created reports for incident tracking and trend analysis, recommending process
improvements
❖ Maintained all software licenses and access control, ensuring regulatory compliance

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