• Provided first-level technical support to over 700 employees on proprietary software and applications, including installation, basic usage, and appropriate service levels under warranty, utilizing troubleshooting techniques to identify and resolve technical issues efficiently.• Managed SaaS access requests and administered internal applications, including productivity tools and cyber security protocols.• Maintained up-to-date documentation of IT policies, procedures, and user-facing technical instructions, while responding to escalated hardware, software, and network service requests to deliver the highest level of IT support.• Established subject matter expertise on a wide range of IT equipment, managing installation, maintenance, troubleshooting, repair, and support of laptops, desktops, network equipment, A/V equipment, and various peripherals.• Collaborated with cross-functional teams (e.g., People Ops, Engineering) to ensure optimal user experience by escalating issues, developing solutions, and tracking feedback, bug volumes, and trends.

• Assisted over 200 staff members and agents across four offices, managing vendor relationships and supporting both wired and wireless networks, including switches and wireless access points.Successfully managed Zendesk tickets, ensuring timely responses and resolutions.• Provided resources and support for business systems, network changes, and upgrades.• Onboarded new employees and agents with hardware setup, user accounts, IT training, and mobility solutions.• Increased team productivity by delivering training on Mac OS/iOS, G-Suite, and Adobe.

• Provided technical support and front-line customer service for Apple/iOS systems, services, and platforms, ensuring timely and accurate resolutions to customer issues.• Conducted hardware repairs and troubleshooting for OS X, iOS, and watchOS devices as an Apple Certified Technician.• Lead software education classes for employees and customers and mentored new and tenured technicians on product information and logistical procedures. • Delivered personalized training sessions for customers, enhancing their understanding and usage of Apple products.