I provided first-line technical support via phone, in-person, and remote tools like Remote Desktop, TeamViewer, and AnyDesk, acting as the initial point of contact for end-users. I efficiently resolved common technical issues and escalated complex cases to higher-level teams with comprehensive documentation. In my role, I managed user accounts, groups, and Organizational Units (OUs) within Windows Server environments, implemented Group Policy Objects (GPOs), and administered Active Directory tasks like password resets and user access control in line with Service Level Agreements (SLAs).Additionally, I documented all helpdesk activities and ensured ticketing systems were up-to-date, aligning with ITIL best practices for incident management. I diagnosed hardware and software issues, conducted upgrades, and managed IT inventory, focusing on maintaining optimal system performance and security compliance. Leveraging Microsoft Intune, I streamlined device management, ensured policy compliance, and facilitated smooth system updates across the organization.

Managed supply chain operations by coordinating timely orders with vendors for essential café supplies, ensuring steady inventory and smooth operations.• Conducted training sessions for new employees, enabling quick role adaptation. Created and maintained training documentation for ongoing staff reference.• Built positive customer relationships through engaging interactions, enhancing satisfaction, brand loyalty, and a reputation for exceptional service.• Monitored daily team activities, offering guidance, feedback, and mentorship to boost performance, set goals, and enhance overall team productivity.