- Provide second tier remote support to over 100,000+ employees internally through live chats, phones, and tickets.- Triage and troubleshoot issues across MacOS, Chrome OS, Windows, Linux, Android, and iOS. - Collect and analyze logs for in-depth troubleshooting.- Report any bugs and trends to the appropriate teams to ensure continuity of services.- Trained and mentored incoming IT Residents and IT Apprentices on tools, procedures, and workflows.- Served as an Operations Coordinator to manage known issues, adjust staffing levels across various support channels, and manage incoming requests.- Support Google’s infrastructure and internal services including G suite, user authentication, network, VPN, and software applications.- Create and maintain up-to-date knowledge base articles, minimizing the need for escalations while improving time-to-resolution.

- Assisted customers with all Microsoft related products and services.- Performed hardware upgrades, data backups/transfers, and updates.- Provided answers at the answer desk. - Educated and empowered clients with 1-on-1 training sessions.- Assessed customer technical needs, while providing solutions accordingly for business and consumer clients

- Managed computers in a K - 12 environment- Updated documentation as needed - Worked with vendors as needed to resolve issues regarding hardware and software- Provided desk side support to staff and administration

- Traveled to client sites to assist with projects including installation, upgrades, and rollouts - Assisted with trouble tickets involving both Windows and Mac environments - Collaborated with different teams to meet project deadlines

- Provided first tier support via Service Desktop ticketing system, e-mail, phone, and remote assistance- Prepared and Imaged computers with PXE; Symantec Ghost- Created documentation for the solutions database- Troubleshot basic network issues