• Provide comprehensive technical support to over 1,000 end-users, resolving complex issues related to hardware, software, and network systems.• Utilize SCCM for device management, including updates, software deployments, and BitLocker key retrieval, ensuring high endpoint performance and security.• Install, maintain, and upgrade workstation hardware and software, ensuring compliance with organizational standards.• Troubleshoot and implement Group Policy Objects (GPOs) to efficiently manage user devices and apply organizational policies.• Administer Microsoft Azure and Active Directory, managing user accounts, security groups, and authentication protocols.• Resolve complex application issues, including Office 365 problems, through systematic troubleshooting, updates, and reinstallations.• Provide expert support in virtual desktop environments, using tools like BeyondTrust to troubleshoot user access issues.• Use Service Desk ticketing system to create, track, and resolve user support requests efficiently.• Awarded for best customer service with a 100% end-user satisfaction rate.

• Resolved 50-80 technical support inquiries daily across various platforms, including Windows, macOS, Android, and iOS.• Managed Citrix systems and VPN for remote troubleshooting, ensuring seamless connectivity and operational efficiency.• Provided technical support for software installation and system maintenance, improving user productivity.• Followed up with clients to verify problem resolution, ensuring high levels of customer satisfaction.