Troubleshoot a wide range of Microsoft 365 and Hosted Email escalations using available resources and forums to efficiently resolve complex issues and ensure customer satisfaction. Utilize PowerShell scripts and commands to streamline and expedite the deployment of changes for colleagues and clients, resulting in improved efficiency and accuracy. Collaborate closely with Microsoft Engineers, Microsoft Product Development teams, Internal Engineers, and internal development groups on challenging cases to identify solutions, contributing to the continuous improvement of AppRiver's products and services. Create comprehensive and user-friendly Knowledge Base articles for clients and internal support teams, providing valuable resources for troubleshooting common issues and enhancing the overall support experience. Assist Level 1 support agents by providing guidance and expertise on the issues they encountered, effectively resolving issues and empowering them to handle similar cases independently in the future. Play a key role in training new employees, delivering detailed resolution steps and sharing best practices to accelerate their learning curve and equip them with the necessary skills to handle future support cases effectively.

Computer Technician Utilized enterprise deployment tools such as Kace or JAMF to construct comprehensive deployment packages and remotely distribute software across organizational systems. Implemented a robust monitoring system for student devices utilized by teachers' district-wide, ensuring optimal performance and timely resolution of any technical issues. Addressed diverse service requests encompassing a wide range of hardware and software issues, efficiently resolving incidents to meet client expectations and maintain service excellence. Conducted rapid and accurate diagnosis of both hardware and software malfunctions, enabling swift identification of necessary resolutions and executing timely repairs to minimize downtime and ensure uninterrupted operations.