- Provided Tier-1 remote phone and chat support for over 30,000 staff on more than 1,700 business applications, achieving an 84% first-time resolution rate and over 95% customer satisfaction.- Coached newly hired staff through one-on-one sessions, delivering quality feedback on communication and service techniques.- Prioritized incidents and service requests, escalating to engineering teams according to established escalation policies.- Developed templates and reports to reduce ticketing time and effectively monitor key performance indicators (KPIs).- Analyzed trends to identify potential major incidents and proactively address them.- Platforms supported: Android, iOS, macOS, virtual machines, and Windows 10- Applications supported include: Active Directory, Box, Intune MDM, Jamf Pro, Office 365, RingCentral, Slack, VMWare tools, Windows SCCM, and Zoom

- Repaired software and hardware issues for iOS, macOS, and Windows devices, ensuring customer devices were restored to optimal performance.- Provided one-on-one support for Google Workspace, Office 365, macOS, Windows, iOS, and Android, delivering personalized assistance to enhance user experience.- Communicated complex technical information to non-technical customers in an easy-to-understand manner, resulting in high customer satisfaction and repeat business.- Collaborated with team members to troubleshoot challenging issues, leveraging collective expertise to find effective solutions.- Maintained detailed records of repairs and support sessions, ensuring accurate documentation and facilitating efficient follow-up.- Contributed to a positive team environment by sharing knowledge, offering assistance, and participating in team meetings to improve overall service quality.- Provided 1-on-1 tutoring and troubleshooting. Topics of expertise include: fundamentals of macOS, Windows, iOS, and Android platforms; Office 365 and Google Workspace

- Created and presented financial performance and forecasting reports, providing actionable insights for strategic planning.- Developed and executed database queries and automations to analyze attendee engagement, giving patterns, and development opportunities.- Oversaw various projects, including a major rewrite of bylaws, revision of volunteer processes, and transition to a new web CMS, ensuring successful implementation and adherence to organizational goals.- Managed profit and loss (P&L) for all special projects and evaluated potential new programs for financial viability and effectiveness.- Edited and optimized web content for security, performance, and accessibility, enhancing the user experience.- Produced support and training documentation and videos, facilitating knowledge transfer and user education.- Led an AV production team of 6-10 volunteers, coordinating efforts to deliver high-quality audio-visual experiences.

- Directed live programming and technical setup for special events and multi-day conferences, ensuring smooth execution and high attendee satisfaction.- Managed marketing and registration web content, utilizing Google Analytics to create detailed performance reports and inform strategic decisions.- Acted as the primary liaison between technical and event planning teams, facilitating effective communication and seamless coordination.- Coordinated with speakers, vendors, and volunteers to ensure all event components were aligned and executed according to plan.- Developed and maintained comprehensive event schedules, clearly communicating roles and responsibilities to all team members.- Conducted post-event evaluations, gathering feedback to continuously improve the planning and execution process for future events.