•Provide excellent technical assistance and exceptional customer support through various communication channels, including phone, email, in-person, and the ticketing system.•Log incidents, service requests with appropriate details such as urgency and impact, detailed description of the issue using Freshdesk ticketing system and work on the resolution adhering with SLA.•Provide remote support to the end users using remote support tools such as TeamViewer, Quick Assist, Any desk, Remote Desktop Connection.•Troubleshoot hardware and software issues, including windows desktops, laptops, MacBook, printers, mobile phones and peripherals, install / uninstall applications for users.•Manage user accounts on Active Directory such as creating user accounts, adding to security groups, unlocking accounts, resetting password, disabling user accounts, removing from access groups.•Create distribution list, shared mailbox and manage mailbox settings such as mailbox delegation, mailbox forwarding, applying out of office message, reviewing mail trace from Exchange Admin Center.•Gather detailed information of IT issues by asking probing questions to the users and liaise with level 2 team, and external vendor for any escalated tickets.•Assist users with outlook and teams troubleshooting such as setting up outlook signature, out of office, email forwarding, recovering missing emails, recreating outlook profile, outlook addins issue, troubleshooting team's audio, video issues, clearing cache files.•Manage company devices such as windows laptops via Microsoft Intune such as adding device to windows autopilot, sync, wipe device, add to different application groups, assist with BitLocker key recovery.•Troubleshoot basic networking issues of DNS server, DHCP server, routers, switches, network cables and printers.•Migrated user mailbox from on premises AD to the Exchange admin center from migration tab in Exchange.

•Managed a team of 2-3 members in store.•Worked with manager to establish new merchandise/option to add into inventory to increase sales.•Trained new hires in POS system and food preparation.•Maintain a database of customer information.•Raising support tickets to enable tracking and resolution of customer requests.•Investigating and resolving customer complaints then closing support tickets.•Escalating inquiries to the appropriate team, when necessary.•Checking product or service availability.•Contributed to the company being the highest grossing 7-Eeleven in the Gosford area through implementing innovative ideas and obtaining new highly desired merchandise through customers feedback and established lasting connections with customers.