Administrative TasksUtilized Shipstation for label creation and shipping items within the US.Added walkthroughs and company information through ITGlue.Hosted and recorded team meetings to ensure all points were addressed and followed up with the point person for each task to ensure obligations were met.Created and presented reports on agent performance and attendance.Conducted onboarding sessions for company new hiresEngaged in Root Cause Analysis sessions to addressLevel 1 Technical SupportUtilized different CRM tools such as Zendesk, HaloPSA, Zoho, SyncroMSP, Accelo, and Salesforce to manage incoming and outgoing customer requests.Worked with accounting software such as BillerGenie, Xero, and Bill.com.Hired and scheduled onsite workers using FieldNation.Extensive knowledge of using Gsuite Admin, AzureAD, and Office 365 apps that included account creation, license assignment, security checks, and device setup.Used remote systems such as Bomgar, Splashtop, N-able, and Connectwise.Monitored and maintained backup systems such as Datto and Cove.Familiar with remote switch systems namely OVRC, Cisco, and Ubiquity.Maintained camera functionality using remote systems such as Exacqvision, OpenEye, and Solink.Internet monitoring through Meraki and BigleafUtilized Microsoft Office, BillerGenie, Bill.com, FieldNation, Shipstation, ITGlue, OneLogin, Syncro MSP, Accelo, ZohoDesk, HaloPSA, Splashtop, N-able, N-Central, and ConnectWise.IT DispatcherReceived incoming calls and emails and rerouted them to the appropriate Tier levels.Probed issues from chats, emails, and incoming calls to successfully endorse to the correct agent.Directly communicated with clients to schedule onsite visits, employee onboarding, and hardware evaluation.Assisted in hardware procurement by evaluating client needs and navigating through different sellers to get the best.