Assist the various technical support teams in delivering consistent and valuable services to end users and business teams, by implementing effective service management systems.• Construct and improve the global IT service catalog.• Lead and manage the IT Service Onboarding program which ensures that new IT services are integrated into the global IT environment successfully.• Establish a system for measuring service performance; Provide analytical data to assist senior management decision making and process optimization.• Ensure quality assurance processes are implemented and continuously improved upon.• Support the IT operational teams by creating policies, best practices, and instruction guides for day to day work and new rollouts.• Continuously improve service standards and processes, monitor the execution of procedures, and continuously improve the service level of the global IT team.• Build and maintain relationships with regional IT support teams.

Managed high-level, global projects while maintaining a productive operations team.• Managed, coached, evaluated, and developed in-person and remote teams who supported internal Meta employees, contingent workers, and third-party vendors.• Led communication deliverables for a new support channel launch tool. Led a small project team to create, edit, and publish comms to support teams and customer bases in all global regions. Interfaced with senior leadership team, project team, and engineering team to ensure the proper features and mission statements were captured in the launch comms. Created templates for comms plans and shared with greater org to ensure that future product launches could utilize existing comms framework.• Project managed the Knowledge Management project for the global enterprise support team. Acted as a key decision maker to prioritize focus for customer facing and team facing knowledge management. Tested third party software and knowledge bases and provided recommendations and change management plans for implementation into the existing systems.• Utilized KPIs and other data to drive initiatives that improved the health of the operation service.• Interfaced with senior leadership and reported on OKRs related to service channel adoption for NAMER offices and to showcase the teams’ operational metrics in comparison to other regional offices.• Acted as a high-level escalation point for technical issues and ensured that high priority cases were resolved in a timely manner.• Mentored and tracked progress of new Enterprise Support Technician Leads from local and global offices.• Performed interviews targeting technical and customer service skills for positions around the globe.• Managed a 24/7 specialized team that resolved high priority issues with affiliated users and vendors.

• Managed a team of remote technicians who provided support to internal Meta employees, contingent workers, and third party vendors (team size ranged from 4-12 technicians)• Mentored new Enterprise Support Technician Leads from local and regional teams• Acted as an escalation point for technical issues and ensured that high priority cases were resolved in a timely manner• Provided excellent customer service through open communication and efficient solutions.• Managed a 24/7 specialized team that resolved high priority issues with affiliated users and vendors• Specialized in project management of key global projects with a focus on service quality, accurate documentation, and rollout of new tooling• Managed multiple high level projects while maintaining a productive operations team• Performance managed reports and delivered biannual performance reviews

Provided 24/7, in-person, and remote technical support for dedicated VPs, executives, and executive administrators. Maintained a high level of confidentiality for customers. Troubleshot Windows, Mac, Linux (Ubuntu, Fedora), iOS, and Android operating systems.• Built and maintained relationships between AV/VC, Helpdesk, GST, and Supply Chain teams.• Reported and tracked issues involving third party software (Microsoft). Interfaced with the third-party service.• Created, documented, and implemented projects to automate processes and mitigate customer downtime.• Created a globally implemented on-boarding process for newly hired VPs and executives to build rapport while reducing the learning curve when joining Meta.• Utilized a ticketing system to document troubleshooting steps, track trending issues, and monitor hardware requests.• Trained on-boarded Executive Support Techs and managed a training bootcamp for liaisons in global offices.

Provided in-person technical support at walk-up help desks. Troubleshot Windows, Mac, Linux (Ubuntu, Fedora), iOS, and Android operating system. Provisioned computers and phones to function in an enterprise environment.• Provided desk side support to troubleshoot monitors and docking stations and technical support for new hire orientations.• Managed Year Up interns during their internship at Meta.• Ran focus group sessions to gather feedback and improve processes at the Helpdesk.

Provided in-person technical support for various teams at Facebook.Troubleshot Windows, Mac, Linux (Ubuntu 16+), iOS, and Android operating systems.Utilized a ticketing system to manage hardware requests.

Provided advanced technical support for customers using Apple computers and mobile devices. Repaired and serviced Apple computers and mobile devices.• Designed and created workshops and training material for new technicians.• Received certification for Apple computer support in hardware and software (ACMT 2016 and ACiT 2016 Certifications) and for mobile support for iPhones, iPads, and iPods.• Designed monthly in-store newsletters with procedural updates and new product information.• Facilitated personal training sessions for customers on 1 to 1 basis or for groups of 6-8 customers.

Offered guidance, knowledge, tips, and training to customers and coworkers.Provided insightful advice and friendly, hands-on technical support to Apple customers.Troubleshot and solved technical issues while maintaining composure and customer focus.

Provided in-depth technical support for Apple products.Received certification for mobile support for iPhones, iPads, and iPods.Strove to provide extraordinary customer service.

Provided basic technical support for Apple products.Translated technology-speak into everyday language.Taught educational workshops and personalized training sessions on a wide variety of Apple topics.Provided extraordinary customer service.

Tutored math from the elementary algebra level to calculus and beyond.