• Assisted troubleshooting and resolving technology and application issues for 10,000+ end users, closing between 45-50 calls daily.• Facilitated dispatching of tickets to appropriate support teams during off-hours operation.• Assisted with the migration of Outlook accounts from on-premises to Exchange Online.• Managed emergency line calls and facilitated prompt support for urgent tickets.

• Graded client submitted diamonds, following strict guidelines and procedures.• Assisted in the training and development of new employees, providing feedback daily.• Managed tracking of inventory and assured on-time completion of services rendered.