Responding to technical issues submitted to the Help Desk and acting as a first point of contact foremployees within the Firm requiring assistance and logging them in the Help Desk Ticketing System• Provide friendly and professional Help Desk service.• Documenting all incidents and steps taken through to resolution• Creating and maintaining user accounts.• Troubleshooting and identifying problems related to documents, applications, laptops/tablets, networkprinters and basic network connectivity in both office and home environments.• Maintain the computer inventory and ensure that necessary equipment is in stock• Troubleshooting and identifying issues with mobile devices, as well as assisting with initial configuration ofnew mobile devices; and• Additional duties and responsibilities may be assigned on an as-needed basis.

• Collaborated with cross-functional teams to gather requirements and define technical specifications.• Built, configured, and maintained AWS environments, including EC2 instances, VPCs, and S3 buckets.• Developed and maintained CI/CD pipelines for automated deployment and testing.• Conducted performance tuning and optimization to improve application and infrastructure performance.• Participated in disaster recovery planning and execution.• Implemented containerization solutions using Docker and Kubernetes.• Assisted in cost analysis and optimization to reduce AWS expenditures.

• Customer Support: Provide expert technical assistance to Apple customers through various communication channels, such as phone, chat, email, or in-person interactions.• Diagnosis and Troubleshooting: Identify and resolve hardware and software issues on Mac, iPhone, iPad, Apple Watch, Apple TV, and other Apple products.• Product Knowledge: Maintain a deep understanding of Apple's product lineup, including the latest features and updates.• Software Support: Assist customers with questions and problems related to macOS, iOS, watchOS, tvOS, and various Apple software applications.• Documentation: Accurately document customer interactions and technical solutions in the provided support systems.• Issue Resolution: Follow established procedures and guidelines to provide effective and timely solutions to customer issues.• Customer Education: Educate customers on how to use their Apple products and software effectively, offering tips and guidance.• Escalation: Escalate complex or unresolved issues to higher-level technical support or engineering teams as necessary.• Product Repairs: Coordinate and facilitate the repair process for Apple hardware, including setting up service appointments or referring customers to Apple Authorized Service Providers.• Feedback and Improvement: Provide feedback to improve Apple products and services based on customer interactions.• Compliance: Adhere to Apple's policies and procedures, including data security and customer privacy guidelines.

• Conducted requirements gathering and analysis for various projects• Assisted in project planning and coordination, including scope setting and documentation• Collaborated with cross-functional teams to ensure successful project implementation• Conducted user acceptance testing and documented test results• Assisted in the development and improvement of business processes and systems.