- Manage the support queue in Freshservice, efficiently prioritizing and delegating tasks to ensure timely resolution.- Serve as an escalation point for Tier 1 and 2 support, providing expert guidance and troubleshooting for complex issues.- Orchestrated seamless AV setup for office events and presentations, ensuring high-quality experiences for attendees.- Proactively managed inventory and purchasing, ensuring adequate stock levels and timely delivery of equipment to meet user needs.- Traveled and oversaw office moves and breakdowns, including inventory management and e-waste disposal.- Oversaw machine management in the environment via JAMF. - Utilized GAM to manage end user settings quickly and efficiently.

-Provide white-glove support to over 2000 employees-Handle onboarding/off-boarding process for users and freelancers-Resolve on average 80-100 tickets per week using Freshservice-Admin and troubleshoot various SaaS application issues-Create and update documentation for different services and workflows-Triage a wide range of issues for remote users via BeyondTrust-Configure MacBooks and pc laptops for end-users

• Provided on-site and remote technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems. • Responsible for the deployment of new laptops for a client with over 100 employees. Ensured each device met the clients level of compliance and could access VPN and SharePoint without issue.• Assisted in company wide migration from Windows 7 to Windows 10, upgrading the firm to Office 365, and switching over to Microsoft SharePoint and OneDrive from windows server.• Managed users profiles, access, and SharePoint sites via Azure AD and Office 365 portal. • Used ConnectWise to resolve around 100 tickets weekly

• Provided technical support for over 180 employees in person, and remotely.• Set up and deployed new desktops, laptops, mobile/office phones, and printers.• Created and maintained inventory for efficient loaning and ordering of equipment.• Installed and troubleshot issues for financial software on users’ computers including Bloomberg, Packhedge, Advent Axys, and Factset.

· Responded to users requests for service, performed the process of Troubleshooting hardware and software and helped develop solutions for an office of Diplomats in a Windows XP/7 and Mac OS X environment· Renovated the IT department to make more efficient and took inventory of all equipment and software· Maintained the network connectivity for the office and resolved any issues that may have arisen · Installed and supported printers while confirming network connectivity

· Disassembled and reconnected workstations as directed while confirming network connectivity· Performed the process of troubleshooting any issues that may arise during the workstation moves

• Preformed the process of troubleshooting hardware and software related issues for more than 10,000 employees while maintaining a positive and helpful attitude• Followed ITIL procedure to make sure the end user receives efficient and timely help with their issues • Resolved over 100 tickets weekly with an average call time of five minutes or less using Servicenow ticketing system