*Quickly solved 20-30+ customer issues daily, track, monitor issues, ensure timely resolution with 95% or better success rate and almost 100% positive quality assurance feedback*Enhanced ticketing system and demonstrated to team members how to better utilize to reduce solution time*Served on a 6 person team providing Help Desk and IT support to 10,000+ field employees across 300+ locations; perform user setup & administration tasks, including Active Directory, Exchange, PeopleSoft, Kronos, custom enterprise applications; support mobile applications running on iOS & Android platforms, including endpoint security, network backup; software inventory and deployment; new user equipment installation; maintain, analyze, troubleshoot, repair, upgrade, replace equipment *Facilitated onboarding for new employees at the corporate office, providing initial support, all need to know basic information about their equipment and where to go to utilize company resources*Facilitated in-person migration of all company Macbook devices from MaaS360 management to Intune management supporting two key departments with project deadlines *Compiled and maintain list of all cable modems and their Mac addresses within the facilities served; coordinate directly with maintenance directors to reduce system downtime & costs*Worked with facility directors to verse & develop electronic inventory spreadsheets for company-wide mobile communication equipment*Assisted with configuration and implementation of automated processes to remove the need for manual participation from both support teams and end users, reducing downtime & costs*Created documentation on daily processes and software configuration to use for new technicians, further created list of common blurbs/responses to typical issues that users may have, meticulously worded the information so all possible derivative issues were also accounted for and improved training experience