• Provided IT support to 4,700+ end-users across 278 locations, resolving 85% of technical issues (password resets, Citrix, enterprise apps) on the first contact, driving productivity.• Processed and resolved an average of 120+ tickets per week via Fresh Service, maintaining a 95% end-users satisfaction rate.• Trained end-users on best practices, reducing repeat incidents by 20%, while documenting all interactions for future reference and escalation purposes.

• Managed 200+ monthly IT support tickets, optimizing the ticketing process and improving response time by 15%.• Supported the on-boarding/off-boarding of 400+ employees by configuring accounts and devices, leading to a 98% efficiency rate in provisioning.• Built and imaged computers and smart devices for 4,000+ employees across the U.S., reducing deployment time by 25% through standardized processes.

• Troubleshot, maintained, and repaired an average of 25 devices per week across two campuses, reducing device downtime by 30%.• Collaborated with cross-functional teams to optimize technology resources, enhancing operational efficiency by 10%.• Maintained a detailed hardware asset database, reducing unforeseen hardware failures by 30% through accurate forecasting and replacement planning.