Demonstrated the ability to quickly grasp new concepts and take initiative, I advanced from initial technician training to the role of help desk coordinator within just two months of starting my employment. In my current capacity, I prioritize incoming ticket assignments, oversee task completion by technicians, and maintain open communication with clients regarding project updates, requests, and issues. Additionally, I manage escalated tickets and those assigned to me directly.

●      Oversee a team of 4 technicians: I assess incoming tickets and ensure they are promptly assigned to myself or other technicians. Due to changes I made; ticket resolution times were reduced by 10%.
●      Manage over 500+ workstations for various clients and numerous virtual and physical servers.
●      Communicate with clients and formulate plans or solutions for upcoming projects, issues, or changes they make to business workflows.
●      Guide multiple customers from on-premises environments to Azure Active Directory/Microsoft 365.
●      Execute onsite installs of networking equipment and security systems, increasing customer's network connectivity and security.