Delivering technical assistance and solutions at the tech bar for various end users, ensuring secure remote work capabilities using Global Protect VPN.• Installing, upgrading, and relocating unified communications equipment, laptops, operating systems, and video conferencing setups.• Ensuring seamless operation and troubleshooting issues with meeting room equipment, providing dedicated support to VIP users, and utilizing SCCM for software and hardware configurations.• Supporting desktop services, including hardware, operating systems, software, and monitoring, while managing the upkeep of desktops, laptops, mobile devices, printers, and video conferencing equipment.• Performing basic staging, desktop setup, cabling, configuration tasks, and imaging laptops to ensure readiness for end users, including managing and troubleshooting macOS devices using JAMF.• Tracking and managing inventory and assets to ensure the availability of necessary equipment and maintain physical infrastructure.• Helping customers with device and application setups, providing tailored solutions and addressing software and hardware-related inquiries and issues.• Implementing and maintaining security measures with Zscaler, ensuring the security of all systems and data.• Providing secure access using DUO for multi-factor authentication (MFA).• Administrating Microsoft Exchange, including creating distribution lists (DL) and shared mailboxes.

Promoted to manager within 8 months for exceeding performance targets and improving customer satisfaction score to 95%Conducted comprehensive data analysis on customer purchasing behavior using Excel, SQL and Tableau and introduced bundled pricing and upselling options which resulted in increasing store revenue by $40k. Operated console, in-store Software and developed an Excel template to balance cash on hand and daily transactions

- Effectively delivered First- level contact and conveyed resolution via telephone, email and on-premises customer support.- Crated users and attended to other tasks and responsibilities, including archiving, updating security and distribution lists, resetting account passwords, changing user properties, and accommodating support calls for workstation issues.-Resolved issues onMicrosoft Windows client Operating Systems to Windows 10 and Microsoft Office up to Office 365.-Engaged and tracked Priority incidents whilst documenting, escalating, and resolving service calls using ServiceNow.