Provide 1st and 2nd tier support to SpaceX employees of Starlink factory as well as other divisions across campus including production, engineering, customer service and administrative.Able to maintain composure and resolve issues in a fast paced ever changing environment.Perform Installs, Moves, Additions, and Changes (IMAC).Set up onsite audio/video equipment for team and executive meetings.Resolve hardware and software issues within SLA’s.Deploy and troubleshoot iOS devices.Collaborate with other team members and departments to resolve critical customer issues.Write instructional documentation and convey highly technical ideas in terms that non-technical people can understand.Support SpaceX with the regular maintenance of monitoring, backup, and infrastructure systems.

Tier 2/3 Support for over 1000 employees onsite and remote via phone, chat, in-person support.Perform Installs, Moves, Additions, and Changes (IMAC).Train team members as well as end users.Create knowledge based articles in Service-Now.Ensure 100% problem resolution.Respond to potential or identified desktop, laptop, and mobile device failures and resolve outages, performance problems, or integrity problems of routine and moderate complexity using standard procedures and established guidelines.Perform iDevice (iPhone,iPad) migrations, configuration, and troubleshooting.Use relevant administrative consoles and tools with fluency to support and troubleshoot (SCCM, Active Directory, Citrix Director).Hand and feet support for VoIP phones, network printers, network IDF and data center issues.Assist with conference room set up/meetings - Audio Video, GoToMeeting, Microsoft Teams, Skype conference calls.

Responded to potential or identified desktop, laptop, and mobile device failures and resolved outages, performance problems, or integrity problems of routine and moderate complexity using standard procedures and established guidelines.Supported remote end users nationwide as well as onsite.Rebuilt existing or install desktop, laptop, or mobile devices (iPhone, iPad).Used relevant administrative consoles and tools with fluency to support and troubleshoot (e.g. Service-Now, Citrix Delivery Console, SCCM, RSA console, AD, MMC, AirWatch)Provided first level support for VoIP phones and network IDF issues.Maintained the environment of the Life Insurance division according to company standards, industry best practices, and directives received from senior personnel and management.Assisted in the design of technical solutions and knowledge based articles.Recognized as Employee of the Quarter September 2016

Served as level 2 technical support lead.Assisted the department manager with delegating tasks to team members. Served as backup administrator for Avaya phone system and Audix voice mail.Imaged and configured laptops and desktops.Monitored emails and telephone for requests, assigned help desk tickets with the Remedy ticketing software and responded to requests.Ordered equipment for on-site and remote users, distributed them properly when received, and maintained an inventory database.Observed team members duties and actions then discuss with them how to maintain or improve on customer service and reduce user’s down time.