Providing expert-level support addressing Level 2 (L2) and Level 3 (L3) technicians for a head office and field user base of 2200+ ensuring minimal disruption to daily operations and maintaining a high level of end-user satisfaction.Collaborating with the site technical lead to strategize and implement site and technology upgrades for employees, aligning with current demand and business requirements.Leading troubleshooting and resolution of complex issues, collaborating with cross-functional teams to identify and resolve zero-day bugs.Advocated for and established hardware standards based on user roles, enhancing desktop processes and operational efficiency.

Experience working with over 50 clients to understand their technical issues, developing effective courses of action, analyzing hardware and software inventory, escalating issues to higher level support, ensuring website and social page compliance with SEO policies, and assisting in making sure the company website is accessible to search engines.

Proficiently addressed over 150 technical issues in a customer-centric and efficient manner, offered administrator support for infrastructure systems and servers by collaborating with other IT staff and the head IT Support Technician, and implemented an automation system to accelerate incoming request processing, resulting in a 25% boost in client satisfaction.