• Provided in-person support to over 100 users monthly, ensuring timely service & high customer satisfaction.

• Reimaged and provisioned 10+ machines per week to maintain optimal device readiness

• Diagnosed and resolved complex issues across all major operating systems with efficiency and expertise

• Configured new devices for users, including iPhones, Androids, MacBooks, Windows, and Linux machines, to support onboarding and device replacement needs

Acted as the primary POC for users, ensuring prompt responses and satisfaction with IT services

• Maintained and serviced MDF & IDF rooms weekly, including SFP replacements, switch and PSU swaps, and RMA processing for hardware failures

• Successfully executed SFP swaps, ensuring seamless network connectivity and minimal downtime

• Demonstrated expertise in handling copper and fiber cables, maintaining optimal performance and reliability.

• Implemented rigorous cable management practices within the network rooms, enhancing airflow and reducing potential equipment damage

• Effectively managed hardware lifecycle, including RMA processes for faulty network switches, minimizing downtime and ensuring prompt replacement

• Analyzed monthly performance data across 4 international locations, identifying trends and areas for improvement, and presented actionable insights to stakeholders

• Demonstrate leadership in data management and client communication to ensure we deliver the highest quality work

• Resolved complex Mobile Device Management (MDM) issues, ensuring seamless device functionality and user productivity

• Delivered expert technical support to 20+ daily customers, resolving complex issues and driving high customer satisfaction

• Provided multichannel support (phone, chat, email) to customers, efficiently resolving technical issues and consistently meeting high customer satisfaction targets

• Maintained accurate records of customer interactions, generating 15+ tickets daily in LiveDesk, and demonstrated adaptability in high-traffic environments

• Ensured prompt customer support via RingCentral, answering and returning calls in a timely manner, and driving high customer satisfaction through responsive service

• Responded to customer inquiries with accurate technical information, providing clear explanations and step-by-step guidance to resolve issues efficiently

• Maintained a customer-centric approach, actively listening to concerns and empathizing with frustrations to deliver personalized support and build trust

inspected 30+ rooms a day, achieving a high standard of video and audio quality

• Troubleshoot equipment within the video conference rooms when equipment malfunctions leaving users and clients satisfied

• Built and deployed inventory procedures to manage all user products

• Created 125+ tickets a week while inspecting passing rooms and failing and reporting any AV/VC issues within VC rooms

• Worked with various cisco codecs to troubleshoot hardware issues

• Deployed monitors and stands to clients/users upon request

• Management and upkeep of all audiovisual equipment in unmanaged spaces.

• Manage holistic meeting experience: set up furniture, ensure cleanliness of the room, and all other necessary tasks.

• Management of ITSM, Individual room surveys, daily email, and phone requests.

• Handle issues as they arise through the proper administrative channels

• Follow protocol during emergency situations.

• Work with all departments to ensure all aspects of each function are covered.

• Be well versed in Microsoft Conference Services policies and procedures and provide excellent customer service while adhering to those policies.

• Maintain clean and safe work environment; performs job safely.

• Other duties as assigned by the Operations Manager, Director of Operations and AV Link Management.

• Inspected 30+ rooms a day, achieving a high standard of video and audio quality

• Troubleshoot equipment within the video conference rooms when equipment malfunctions leaving users and clients satisfied

• Built and deployed inventory procedures to manage all user products

• Created 125+ tickets a week while inspecting passing rooms and failing and reporting any AV/VC issues within VC rooms

• Utilized various cisco codecs and VC panels to troubleshoot hardware issues

• Collected monitors and stands to create organized VC storage spaces