• Support clients by helping them understood MS365 products through writing articles about new product features and how to use products. Utilized Synthesia in creating AI video intended to explain features, making it more user friendly for clients.• Provided IT support by troubleshooting issues while maintaining system operation.• Worked closely with global management teams to ensure efficient business processes.• Conducted IT services training to better explain new features of Microsoft 365 products.• Enhanced helpdesk ticketing system, which as a result, reduced solution time.• Created support service tickets and used web-based ticketing/task systems to track and deliver support. Provided PC and mobile support to resolved customer issues.

• Provided L1 troubleshooting of hardware/software/network and resolution via phone/email/chat for customer's end users within agreed SLA time and ticket priority.• Continually monitored SLAs to maintain mutual understanding of service expectations.• Performed user account management activities to maintain organization and order.• Exhibited knowledge and familiarity in utilizing ITSM tools, such as RemedyForce, Active Directory, Citrix, MS Azure, Bomgar, ForcePoint, and Checkpoint VPN.• Escalated complex issues to proper L2/L3 IT support specialists after troubleshooting.• Participated in conducting training sessions with new hires and KBA creation.• Prepared regular reports to maintain efficiency and ensure positive client experience.• Managed incoming tickets (incidents) and analyzed/assigned cases to related teams.

• Providing technical support for users, resolving questions and problems in the areas of system configuration/setup and product functionality including fixes.• Working as primary support communication between company and customer.• Keeping customers informed of how and when problems are resolved.• Working with the back-line and development teams to resolve complex issues and provide input for product direction.

• Analyze the incoming service requests and assign them to the appropriate solution provider within the IT department.• Responsible for New User Setups in AD/E-Mail/VPN for all the new hires across the company.• Identifying and following up on the Critical Issues till their resolution.• Perform follow-up with the relevant IT staff and escalation to the appropriate management levels.• Writing system documentation including knowledge base articles.