• Collaborated with a dynamic team of professionals to provide exceptional IT support and services to clients, maintaining a high level of customer satisfaction.• Diagnosed and resolved a wide range of computer issues, including networking, printers, monitors, and other hardware/software problems.• Successfully managed users, groups, and organizational units in Active Directory and Azure AD.• Conducted server rack-mounting, device setup, and cabling, adhering to pre-defined configurations.• Demonstrated expertise in troubleshooting common ports and protocols, DNS issues, and network infrastructure devices.• Configured and maintained file sharing, printer, and scanner setups, ensuring seamless operations.• Proficiently created and troubleshooted Groups, Teams, Sites, and Distribution Lists in MS 365.• Managed shared, resource, and delegate mailboxes, contributing to efficient communication processes.

Ability to develop and deliver presentations to different audiences and levels of management in an effectivemanner• Assist in establishing short and long-range departmental goals, objectives, and operating procedures• Responsible for conceptualizing and managing initiatives leading to consistent customer satisfaction• Provided monthly professional services to 2.5k members including but not limited to documentation, email, andtelephone interactions with clients in a mixed platform environment

Work with internal and external customers to diagnose and resolve various issues with hardware and software• Point of escalation for business partners and high touch clients• Perform troubleshooting steps over the phone and through remote web connection to international customers• Work with developers to track, test, and document reported bugs• Accurately document ticket transaction using tracking software• Research issues and coordinate with resources to find solutions• Contribute to the creation and maintenance of knowledgebase content and company products

Configured client workstations and hardware, including peripheral devices, and trained the end users bothremotely and during onsite visits• Worked as a point of escalation for large VIP customers to promptly resolve technical issues and user concerns• Collaborated in monthly internal meetings to brainstorm, organize ideas, and create presentations to highlightRetail Pro features for clients and colleagues• Conducted courtesy calls to check in with customers and address any concerns

Conducted preventative maintenance and repairs on a variety of Apple products• Performed functionality tests and quality control. Checking software, hardware, and cosmetic appearance• Adhered to strict customer confidentiality and privacy protoco

Using established procedure to run preventative maintenance and repairs on a variety of Apple products. Including, but not limited to functional test, both internal software and external hardware, appearance of products, and proper handling of units. Communicating with machines through Apple networks.

Provide technical assistance to computer system users. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.