Technical Support and User Education:• Provided comprehensive technical support to end-users, resolving issues related to network connectivity, hardware, software, and system maintenance on Windows-based systems.• Provided remote users with training and support on system operations and troubleshooting, improving user proficiency and reducing support needs.• Managed workstation infrastructure through the NinjaOne platform.Help Desk Operations:• Triaged and resolved an average of 200 help desk tickets per month, prioritizing urgent issues and minimizing downtime for end-users, ensuring timely and effective resolution.• Employed remote desktop capabilities through TeamViewer to address and resolve issues directly, providing critical support to a predominantly remote workforce.Active Directory and Infrastructure Management:• Managed user accounts, security groups, and organizational units within Active Directory• Supported migration projects, such as consolidating Active Directory domains, and contributing to planning and execution alongside external vendors.• Coordinated and conducted basic server maintenance in a Windows Server environment.• Contributed to the successful implementation of a Remote Desktop Services farm and developed skills in configuring and managing RDS components, including gateways, session hosts, and licensing servers.Microsoft 365 Administration:• Served as a junior Microsoft 365 administrator, helping to manage Exchange, Teams, SharePoint, and Security portals.• Utilized PowerShell, ensuring efficient and secure operations across Microsoft 365 services.• Provided expert support for Microsoft Office applications, resolving complex issues.VMware:• Expanded knowledge of VMware virtualization technologies through hands-on experience with vSphere and vCenter.• Built and deployed virtual machines in VMware environment to support moving away from on-prem machines.

• Provided sales support to our clients and internal representatives.• Conducted comprehensive training sessions on various customer-facing applications, providing end-to-end user training to ensure complete proficiency and confidence in utilizing unfamiliar systems.

Served as an intermediary liaison to resolve conflicts that arose between field agents selling our company's coverages to dealerships, as well as claims disputes with contract holders.