- Provided onsite Tier 1 helpdesk support to 4000+ staff/students across the building, addressing and resolving a wide range hardware, software, printer, and networking issues via phone, email, and ticketing system- Used TeamViewer, Zoom, and RDC to remotely access and troubleshoot users' computers- Set up and configured laptops for new users, including adding devices to the school domain and ensuring proper access to the school’s VPN- Assisted in user onboarding/offboarding processes, including creating and managing AD accounts, setting up email accounts (Office 365), and assigning permissions- Reset MFA for students and staff, ensuring access to systems and services- Set up A/V equipment for executive meetings and ensured smooth operation of technology during conferences- Utilized in-house support portal to create, assign, and resolve tickets, ensuring timely resolution of user issues- Managed staff emails, mailbox permissions, and distribution lists, ensuring secure access to email services- Managed user accounts, including creating and resetting accounts using Azure AD and Active Directory- Managed IT infrastructure using Microsoft Azure and Microsoft Intune, monitoring services across the university- Reset VDI sessions for disconnected devices, ensuring seamless access for users by reestablishing their virtual desktop connections minimizing downtime- Added and tracked new laptops and devices using Snipe-IT asset management system, including tracking serial numbers and device allocation- Reset user email passwords and managed access credentials, ensuring security protocols were followed

- Counsel prospective CUNY students addressing their queries and concerns regarding the admission process- Operate independently to troubleshoot and close out tickets via ServiceNow ticketingsystem, phone calls, and virtual consultations- Address technical issues over the phone, via email, and in-person providing efficientsolutions- Utilize CRM systems to track and manage student interactions- Utilize CUNY Campus Solutions Administrator tools to access student data, applications,and documents- Manage high call and email volumes while maintaining a high standard of customerservice- Coordinate document collection including transcripts, diplomas, and translations ensuringcompleteness and accuracy- Collaborate with the IT department to address and resolve technical challenges- Conduct informational sessions for students on the application and enrollment procedures- Utilize Spanish language proficiency to provide enhanced support to Spanish-speakingstudents- Participate in large meetings with admissions team to discuss effective and efficient waysto better assist students