- Excelled in multifaceted support—Voice, Chat, AHT Action Plans, and both Remote and Local Tech Support. Elevated from AHT Action Plans to Remote Tech Support, showcasing adaptability and skill evolution within the FY23 cycle.- Contributed to Level 2 and Level 2.5 support teams, demonstrating the ability to identify critical business skills and specializations required for optimal operational success.- Pioneered opportunities for team members to broaden their skill sets through exposure to diverse projects and teams, encouraging growth beyond conventional comfort zones.- Championed a culture of continuous improvement by providing regular, constructive feedback to the team. Prioritized skill development aligned with the organization's strategic objectives.- Led internal daily stand-up meetings, ensuring effective communication and cohesion within the team. Conducted audits for ticket assignments to Level 3 support, ensuring seamless support operations.- Participated in Productivity Report, scrubbing ticket, Checking channels and Elevating LMI Sessions in Remote Tech Support Line of Business- Provided Administrative access for AWS, LMI, SNOW, Active Directory, Genesys and VPN to all Service Desk Agent. - Utilized advanced technical skills to diagnose and resolve complex issues for customers and providing exceptional customer service and maintaining a high level of professionalism and empathy in all interactions.