● Managed and maintained the organization's intranet platform, ensuring it functioned efficiently and met the needs of all of the users within the Franchise network.● Oversaw the creation, organization, and publication of content on the intranet. Collaborating with different departments to gather and update information, ensuring it is accurate, up to date, and easily accessible. Implementing content management workflows and permissions to control access and maintain data integrity.● Collaborated with different departments and key stakeholders to understand their requirements, gather feedback, and address any concerns. Proactively identifying opportunities to leverage the intranet platform to improve internal processes, communication, and collaboration. ● Implemented and maintained robust security measures for the intranet platform. Ensured user access was appropriately controlled through user authentication, permissions, and role-based access control. Monitoring and mitigating potential security risks and vulnerabilities● Utilized analytics tools (PowerBI) to track and analyze intranet usage, engagement, and performance metrics. Generating reports and insights to measure the effectiveness of the intranet and identify areas for improvement.

● Conducted training sessions and workshops to educate individuals within a franchise office on various aspects of the technology that the Global HQ supported. ● Offered one-on-one coaching to address specific technology-related needs or challenges. This involved providing guidance on software usage, or helping individuals develop strategies to enhance their productivity and efficiency through technology. ● Traveled to franchise offices to conduct in-person training on using the technology systems that their office needed extra help with. ● Empowered individuals to embrace technology software and leverage its potential to enhance productivity, learning, and communication.

● Conducted a thorough assessment of individual franchise office's technology infrastructure, workflows, and business requirements and determined the most appropriate Office 365 features and configurations. ● Planned and executed the migration of existing emails, documents, and contacts, from the legacy system (POP3 and local accounts) to Office 365.● Helped develop training programs and user guides to educate employees on Office 365 features, functionalities, and best practices.● Provided Tier 2 support for our IT Support team, helping solve issues that were more time consuming or needed extra troubleshooting/research to help solve the issue.

● Assisted the office staff within franchise offices in identifying and diagnosing technical problems related to the software that the Global HQ supported. This involved using scripted troubleshooting procedures or personal knowledge to guide customers through step-by-step solutions or by remotely logging into their computer to help fix their issue. ● Delivered technical support in a customer-friendly manner, demonstrating strong communication skills and patience. Explaining technical concepts in simple terms, actively listening to customers, and providing clear instructions and guidance.● Maintained detailed records of customer interactions, including issue descriptions, troubleshooting steps, and resolutions. Updated internal knowledge bases to enhance efficiency and knowledge sharing within the support team.