Provided comprehensive application support to both internal McKinsey consultants and external clients, offering assistance with technical and functional troubleshooting for a variety of ClienTech applications and solutions.Acted as a frontline resource for addressing technical issues and inquiries, leveraging in-depth knowledge of ClienTech applications to diagnose and resolve complex problems promptly and effectively.Collaborated with development teams to identify and resolve… Show more Provided comprehensive application support to both internal McKinsey consultants and external clients, offering assistance with technical and functional troubleshooting for a variety of ClienTech applications and solutions.Acted as a frontline resource for addressing technical issues and inquiries, leveraging in-depth knowledge of ClienTech applications to diagnose and resolve complex problems promptly and effectively.Collaborated with development teams to identify and resolve software bugs, providing detailed feedback and insights to facilitate continuous improvement of ClienTech solutions, as well as programmed user accounts using Python, XML and HTML. Managed high-priority escalations and complex technical issues with precision, leading the triage and resolution of incidents. Prioritized and categorized issues to ensure critical cases received immediate attention. Collaborated with cross-functional teams to mitigate impact, restore services efficiently, and consistently meet team SLAs.Conducted proactive monitoring and maintenance to ensure uninterrupted service for clients, thus preventing potential issues before they affected clients, leading to a more stable and reliable service that clients could trust.Upgraded the quality of the team’s knowledge database making every article more user friendly as well as understandable for anyone involved by adding proper documentation for each technical situation, improving the formatting, adding templates for most common situations, as well as training materials to facilitate the troubleshooting, reduce the research time as well as the number of contacts for the users keeping the customer satisfaction on top.Received positive feedback from both internal stakeholders and external clients for the quality and responsiveness of application support services, contributing to overall client satisfaction and retention. Show less

Demonstrated exceptional customer service skills alongside a robust technical knowledge base, actively engaged in advising, escalations, and mentoring activities while working in an agile environment. Made colleagues feel supported and confident by providing reliable help and sharing knowledge, which led to a more productive workplace.Performed system administration tasks for Windows and Linux environments, including configuration, application deployment, user account management, system… Show more Demonstrated exceptional customer service skills alongside a robust technical knowledge base, actively engaged in advising, escalations, and mentoring activities while working in an agile environment. Made colleagues feel supported and confident by providing reliable help and sharing knowledge, which led to a more productive workplace.Performed system administration tasks for Windows and Linux environments, including configuration, application deployment, user account management, system monitoring, and troubleshooting to ensure optimal performance and security.Collaborated effectively with various IT departments, including network, security, and development teams, to ensure seamless resolution of technical issues. Facilitated communication and coordination between departments to expedite problem resolution and minimize downtime.Created and optimized PowerShell scripts to automate IT tasks, enhancing efficiency and reducing manual work.Provided support for applications like Tableau, Power BI, Splunk and Survey tools, ensuring smooth performance and user satisfaction. Assisted users in maximizing the capabilities of these tools for data analysis and visualization. Conducted data analysis and visualization, helping users leverage analytics tools for insightful decision-making.Provided support to peers and served as a KCS coach. Enhanced team knowledge and efficiency by supporting peers and serving as a KCS coach. Improved the KCS knowledge database by approving, publishing, and providing constructive feedback on KOs created or modified by peers.Managed user accounts, access control, and policies through Azure Active Directory, Cloud Identity, Exchange, JAMF, inTune, MobileIron/Ivanti while maintaining a secured and organized digital environment, ensuring colleagues had the right access they needed while protecting sensitive information. Show less

Provided comprehensive technical support for global colleagues, addressing issues related to Windows laptops, MacOS, iOS, Linux, Solaris, connectivity, network, VPN, hardware, and system problems.Demonstrated expertise in troubleshooting and resolving issues with applications such as Microsoft Office 365, Lotus Notes, Outlook (email and calendar troubleshooting in MacOS, Windows and Mobile devices), Avaya, and ServiceNow.Managed user accounts, access control, and policies… Show more Provided comprehensive technical support for global colleagues, addressing issues related to Windows laptops, MacOS, iOS, Linux, Solaris, connectivity, network, VPN, hardware, and system problems.Demonstrated expertise in troubleshooting and resolving issues with applications such as Microsoft Office 365, Lotus Notes, Outlook (email and calendar troubleshooting in MacOS, Windows and Mobile devices), Avaya, and ServiceNow.Managed user accounts, access control, and policies through Active Directory, Cloud Identity, Azure Active Directory, and Exchange, maintained a secure and organized digital environment, ensuring colleagues had the right access they needed while protecting sensitive information.Helped with the testing, feedback, training, and transition from an old IT ticket system to ServiceNow Agent Workspace. Prioritized customer satisfaction by delivering personalized support and fostering trusted relationships with colleagues, thus ensuring seamless handling of IT requests from initial contact through resolution. Show less

Provided essential technical support and guidance to global colleagues through the Global Helpdesk via email and chat channels, addressing a wide range of inquiries including frequently asked questions, simple requests, escalations, product complaints, and troubleshooting assistance.Acted as a frontline resource for colleagues seeking assistance, demonstrating a strong understanding of common technical issues and providing timely and accurate resolutions.Handled communications… Show more Provided essential technical support and guidance to global colleagues through the Global Helpdesk via email and chat channels, addressing a wide range of inquiries including frequently asked questions, simple requests, escalations, product complaints, and troubleshooting assistance.Acted as a frontline resource for colleagues seeking assistance, demonstrating a strong understanding of common technical issues and providing timely and accurate resolutions.Handled communications efficiently, ensuring that more complex issues were promptly directed to the appropriate teams for further investigation and resolution.Applied exceptional customer service skills in every interaction, fostering positive relationships with colleagues and ensuring their satisfaction with the support provided.Developed and refined reading, writing, and communication skills through regular correspondence with colleagues, honing the ability to convey technical concepts clearly and concisely.Participated in ongoing training and professional development opportunities to enhance technical knowledge and proficiency in support tools and systems.Collaborated with team members to share best practices and insights, contributing to a culture of continuous learning and improvement within the Global Helpdesk.Adapted quickly to new technologies and processes, maintaining flexibility and resilience in a fast-paced and dynamic support environment. Show less