•Led front-of-house operations during events fostering seamless communication between venue management, event staff, and the audience. Ensured event success through detailed planning, pressure handling, and strong organizational and interpersonal skills.•Managed and coordinated all events across Northeastern University, enhancing logistics management and internal communications

• Managed and optimized platform roles for over 500 instances, resulting in a 98% customer retention rate and increased efficiency in instance creation/deletion, alias and binding management, credential management, and access management processes• Utilized Python and SQL to perform statistical data analysis on enterprise sources to detect outliers and to impute missing values, leading to a 40% increase in incident resolution efficiency• Collaborated with the Service Management team to proactively address recurring complaints, resulting in a 25% reduction in escalations• Optimized client ID creation and user request management, reducing turnaround time by 20% and enhancing overall efficiency and productivity• Developed custom Tableau dashboards seamlessly integrated with SQL for real-time visibility, facilitating data-driven decision-making and reducing response time for critical incidents

• Oversaw client support tickets for storage systems, servers, hardware modifications, software modifications, application modifications, and network system modifications; successfully resolved over 350 tickets per month while maintaining IT infrastructure stability• Coordinated with cross-functional teams to provide technical assistance to customers via phone, email, and chat, achieving an average response time of 3 minutes for customer support tickets, resulting in a 10% improvement in customer satisfaction• Achieved an exceptional 98% customer retention rate through skillful management of platform roles, including instance creation/deletion, alias and binding management, credential management, and access management• Deployed data visualization techniques using Microsoft Office Excel to present complex data sets in a clear and concise manner, increasing understanding and facilitating informed decision-making by stakeholders