Oversaw and guided a support team consisting of four members, offering comprehensive global support to over 1,000 users with an unwavering track record of maintaining solid 5-star ratings.Exceeded expectations by managing and closing more than 10,000 tickets over four years with Atlassian Jira Service Management software, attaining a remarkable 99.9% customer satisfaction rating while consistently meeting internal SLAs.Supervised corporate Verizon account for 500 personnel in the field, operating as main point of contact and successfully cutting down monthly recurring costs by $10,000.Architected and updated the Meraki MDM platform, enhancing support for over 100 Apple and Android mobile devices - ensuring employee convenience and bolstering IT security efficiency.Successfully designed MAC and Windows US as well as international device deployments by developing JAMF and Intune configurations that guaranteed adherence to conditional access policies for employee accessibility.Leveraged PowerShell knowledge to design and implement automated scripts for the support team, resulting in improved workflow and reduced workload.Successfully oversaw the implementation of the migration project, effectively deploying Printix (Cloud Print Hosting), integrating it with Microsoft for effortless single sign-on (SSO) authentication, efficient printer distribution, and improved print security.Created and supported numerous internal automations leveraging Microsoft Power Automate with a focus on optimizing productivity. Collaborated with SharePoint lists, document libraries, Microsoft Forms,and other databases / connected services / applications / APIs.

Configured new local file servers and domain controller hosted on VMs using Hyper-V for easier backup of settings and configurations for disaster recovery.Developed efficient operations and processes for users to access and store data on our file servers.Resolved computer issues and handled maintenance for users. Liaison for third-party companies on large projects to ensure proper project strategy and execution.Monitored system performance and implemented strategies for improvement.Installed and configured operating systems, software applications, and system management tools.Created user accounts with appropriate privileges in accordance with organizational policies.

Promoted to Lead Case Manager to oversee 20-30 cases at any given time.Designed a system ensuring the quickest possible outcome for clients.Company point person for all initial case documents; worked alongside attorneys to efficiently move cases from start to finish. Oversaw strict organization of all data management and communication files. Obtained and reviewed all medical records. Prepared demand letters to insurance companies for pre-litigation and litigation cases.