• Provide high-quality customer support by promptly researching, analyzing, and resolving basic-to-complex LMS issues for Cornerstone on Demand• Process training requests in the Learning Management System, including ILT events, training assignments, and employee enrollments• Accurately provide training completion credits to learners• Maintain and organize rosters for training sessions• Efficiently respond to customer and vendor inquiries via phone and email, ensuring timely resolution• Collaborate with client training partners and stakeholders to provide requested training data• Close out learning activities in the LMS, ensuring accurate and up-to-date records• Generate ad hoc reports as needed to provide valuable insights into training activities• Perform large scale scheduling for classroom trainings to ensure operations staff is up to date on required learning and safety principles• Utilize Microsoft Excel to scrub raw data and perform data analysis resulting in critical reports for internal company training

• Leveraged Microsoft InTune and Blackberry UEM to provide end-point support to company owned or BYOD mobile devices• Implemented robust security measures to enforce ITAR compliance through the deployment of least privilege access controls via Active Directory Group Policies.• Streamlined user troubleshooting and optimized the support process by reworking the ServiceNow chat support policy and creating comprehensive KB documentation for the Support Desk.• Trained Support Desk personnel on the effective use of the chat support system, handling support policies and managing user expectations in a text-based medium.• Helped improve incident and request tracking across multiple teams by assisting in creating informative and intuitive ServiceNow dashboards and reports.• Monitored and resolved server outages and issues in a timely manner by utilizing Solar Winds and engaging relevant infrastructure teams.• Ensured compliance with the organization's standards and tracking policy through regular audits of ServiceNow tickets and elimination of redundancies• Provided efficient end-point support for company-owned and BYOD mobile devices by leveraging Blackberry UEM.• Efficiently tracked and deployed packaged software to end-user devices using SCCM, and documented and tracked manual software installations and license assignments through ServiceNow.• Ensured seamless collaboration by administering and creating company WebEx accounts and managing user access and account features.• Tackled user issues and requests promptly through efficient chat support on ServiceNow, and provided phone support via Amazon Connect to triage and document user issues.

• Successfully resolved thousands of incidents and requests tickets within SLA guidelines using ServiceNow as a primary tool for documentation and resolution• Demonstrated technical proficiency with remote software and network troubleshooting, achieving an 80% first contact resolution rate• Ensured security and access control by verifying user authenticity and utilizing Azure Active Directory to reset passwords, enable accounts, and modify multi-factor authentication• Troubleshot hardware issues remotely and worked with on-site teams as needed to achieve resolution• Contributed to the knowledge base and improved support processes by collaborating with subject matter experts to document issues and resolutions• Delivered exceptional customer service as the first point of contact for end-users, handling incidents, requests, and questions with empathy and technical expertise• Provided effective phone support, triaging and documenting user issues with a focus on resolution or appropriate escalation• Achieved a high level of customer satisfaction with an average CSAT of 4.8/5 through delivering empathetic customer service and excellent technical troubleshooting.• Extensively troubleshot and resolved complex issues related to Palo Alto GlobalProtect VPN and Cisco AnyConnect VPN, leading to improved connectivity and increased productivity for remote users• Utilized advanced troubleshooting techniques and in-depth knowledge of Palo Alto GlobalProtect VPN and Cisco AnyConnect VPN to diagnose and resolve issues related to user authentication, certificate installation, and connection stability• Worked closely with the network team to identify and resolve network-related issues impacting VPN performance, resulting in improved VPN performance and availability for users• Trained and provided support to end users on the usage of VPN technologies, leading to increased adoption and satisfaction

•Performed troubleshooting on Windows, Unix, and Linux systems to resolve a diverse set of erroring software, hardware, and network issues•Created clear documentation and detailed records to describe technical troubleshooting and solutions implemented•Expanded existing protocols to consistently deploy Windows 10 to over 1000 machines utilizing Preboot Execution Environment (PXE)•Performed hardware diagnosis on desktops, laptops, tablets, and networking devices to identify issues and properly process warranty requests •Troubleshooted software issues to determine root cause and provide solutions or escalate to appropriate staff•Investigated networking issues to determine if network loops, DNS issues, or faulty hardware was occurring to resolve or escalate issues to higher staff•Identified and backed up critical data during Windows 7 to Windows 10 migrations to ensure no value loss