Windows 11 and Windows 10 deployment using Autopilot along with MicrosoftOffice and Teams installation and configuration. • Endpoint management with Microsoft Intune. Administration of user and group accounts in Microsoft 365, Entra ID and Active Directory. • File management in OneDrive and Sharepoint administration.• HP printer and plotter troubleshooting.• Resolve computer hardware, software, mobile phone, and networking issues for over 200 end-users by phone or remotely.• Consistently close 10+ support tickets daily during regular business hours and on-call using Autotask (similar to ServiceNow and Salesforce). • Update clients' websites using WordPress.• Manage file backups and restoration with Veeam.• Design, deploy, and analyze simulated cyberattacks using to enhance clients' security practices

• Delivered remote onboarding & follow-up technical support for teachers and other SMART product end-users with Windows, macOS, iOS and Android.• Mentored front-line agents utilizing tools like Amazon Connect.• Sold software license renewals using Stripe.• Drafted technical replies for posting to social media platforms.• Contributed to the 'Trusted Tech Program' by defining eligibility criteria and providing white glove support to sales partners.• Collaborated with Product Support Analysts to identify & troubleshoot software bugs.• Analyzed system logs and authored troubleshooting articles for publication on the company website.• Participated in Salesforce sprint tests