►Resolve 7,000+ tickets monthly through ServiceNow service management software. Support a 12,000+ user community within the Department of Homeland Security (DHS).►Utilize advanced technical skills to analyze and resolve technical issues and tasks including setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting.►Demonstrating strong attention to detail, problem-solving, and a desire to provide outstanding customer support.►Using remote technology to troubleshoot desktop and laptop problems.►Plan laptop, desktop, and tablet hardware and software upgrades, organize replacement, and provide advice on and devise solutions to IT issues of changes to software, hardware, policies, and procedures to ensure that quality customer service is provided.►Manage user accounts that are affiliated with the Department of Homeland Security's internal and external applications (e.g., Active Directory). This involves resetting passwords, ensuring access rights, and resolving account-related issues.►Troubleshoot and repair hardware issues, such as computer components, peripherals, and mobile devices. This may involve diagnosing hardware failures and coordinating hardware replacements and repairs.►Identifying the root causes of recurring issues and working on long-term solutions to prevent those problems from reoccurring.►Providing regular reports to senior management on IT performance, project status, budget utilization, and security to various stakeholders.►Developing and enforcing IT policies, procedures, and standards to maintain consistency, security, and compliance in IT operations.

►Supervised, led, and monitored Uber Greenlight Hub tech team of 20 users.►Successfully resolved technical issues for over 1,000+ drivers and customers related to the Uber platform, ensuring a positive user experience and maintaining a 94% customer satisfaction rate monthly.►Assisting team members in the resolution of complex technical in-person support interactions and troubleshooting and resolving mobile device and application issues. ►Collaborated with the engineering and development teams to identify recurring issues, resulting in the implementation of new support tools that improved overall efficiency by 30%.►Preparing reports on IT department activities, performance metrics, and resource utilization for senior management. Also, conducting performance reviews for team members and providing feedback and development opportunities.►Identifying the training needs of the team and providing coaching or training to enhance their skills and knowledge.►Updating and editing policies through Salesforce and creating tickets through jira ticketing system.►Received outstanding ratings on performance reviews weekly and monthly; ratings range between 4.8 to 5.0 in the categories of teamwork, communication, leadership, and problem-solving.►Developing strategies for the team and aligning them with the organization's overall goals and objectives.

►Provided courteous and efficient customer service to over 100+ individuals visiting the MVA office daily, addressing inquiries related to driver’s licenses, vehicle registration, and other DMV-related services. ►Process vehicle registration and title documents, ensuring accuracy and adherence to state regulations.►Accurately enter customer data into MVA databases and systems, updating records and maintaining accurate information.►Ensure compliance with MVA regulations and quality control standards to maintain the accuracy and integrity of records and services.►Demonstrated excellent communication skills and patience in handling customer complaints, resulting in a 20% decrease in unresolved issues.►Troubleshoot issues with MVA’s computerized systems, escalating technical problems to the IT department for resolution.►Address and resolve customer issues and complaints, escalating complex problems to higher-level MVA staff when necessary. ►Manage multiple tasks efficiently, including handling phone inquiries, assisting walk-in customers, and processing paperwork simultaneously.►Review and verify 120+ customer documents, applications, and forms for accuracy and completeness, ensuring they meet MVA requirements.

►Procure/Configure and install PCs, network printing devices, peripherals, and software, including physical attachment of equipment to the network.►Answering staff and Student inquiries in person, over the phone, and going to office or classroom location.►Providing support through an active directory for management and administration.►Activating, resetting, and updating staff and students’ passwords and user IDs.►Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with an 80% first-call resolution ratio and an average talk-time of 5.5 minutes well below the goal of 7 minutes.►Handle a broader range of technical issues, including hardware and software problems, network connectivity issues, printer problems, and basic troubleshooting of various IT problems.►Served as the only point of contact for campus users; If an issue could not be resolved, the ticket was escalated to the Manager. ►Assist users with software-related problems, perform software installations and updates, and address compatibility issues.►Assist users with operating systems (e.g., Windows and macOS) including configuring, updates, and troubleshooting.