As an IT professional I have 9 years of IT customer service and support with of a variety of different customer environments cultures and sizes. Utilizing a variety of different technologies to assist the user so they can complete their tasks.I have assisted in training over 45 new agents alongside the senior trainer. Presenting this training completely virtually through Microsoft Teams. Guiding them through processes such as call flow outlined by QA guidelines.How to document tickets utilizing the remedy ticketing system.How to troubleshoot in a VDI environmentMy nine years of IT support have been with colleges, hospitals, the US Department of Agriculture (USDA) and Defense Logistics Agency (DLA). Regardless of the customer base, knowledge comes a close second to customer service. One of the most important parts of IT support is to understand the customer's actual problem. This usually is the result of good listening and troubleshooting skills.I have supported remote workers in both virtual and VPN connectivity on networks ranging from a few hundred to several thousands worldwide at DLA. My remote support experience ranges from standalone applications such as Bomgar and Dameware to MS Teams. I utilized Active Directory tools such as OneIdentity and supported industry applications such as SAP, and customer unique applications such as The Account Management and Provisioning System.To support a heavy virtual training load of new agents in 2021, I was personally selected to assist the trainer. During this 16 week period of 7 hour training days I often led the training during any absences of the trainer. My duties ranged from onboarding issues to government application issues in coordinating the students with their mentors as well as creating some different training approaches which received positive feedback