Provide on-site technical support to 100+ end users and c-level executives, by facilitating training, managing network infrastructure, prioritizing workflow, maintaining security, troubleshooting, updating software, and spearheading time-sensitive projects. Establish reputation for leading company-wide training to 2,000 employees, by creating captivating & animated content, producing videos, editing slides, and devising handouts. Primary point-of-contact, administrator, and subject matter expert for escalations, employee training, account maintenance, onsite hardware & network configurations, and shipping / receiving.Consistently achieve an 80% first contact resolution rating, by closing 500 trouble tickets per month, and handling 30 calls per day.Recognized for developing onboarding training requirements for new employees, comprised of SOPs, asset management, and customer engagement.Identify software solutions, uncover deficiencies in network security and applications, and define user roles.

Supported business continuity, by managing hardware assets & inventory valued at $800K, including managing 1,000 top-of-the-line laptops, tracking ticket resolution metrics, ensuring the visibility of ongoing issues, and providing world-class customer service. Relied on remote support tools to deploy software to company devices, maintained configuration documentation, and advised end users on software / hardware upgrades.

Maintained quality IT support and effective communication, by answering high-volume calls, and resolving end user concerns for 800,000 employees from the Department of Health and Human Services.Played a vital role in resolving technical issues in a high-volume call environment, by maintaining a 98% quality rating, working closely with QA teams, and driving monthly training.