• Provide advanced technical support across macOS, Chrome OS, Google Workspace, and Google Admin Console.

• Troubleshoot complex system, hardware, and software issues to ensure smooth daily operations.

• Collaborate with cross-functional teams to streamline workflows and enhance IT processes.

• Develop and implement automation solutions that improve efficiency and user experience.

• Deliver secure, reliable, and scalable technical support in a fast-paced, high-security environment.

• Apply strong problem-solving, communication, and customer-focused skills to resolve issues quickly and effectively.

• Led a Tier 2 support team, managing escalations and mentoring staff on best practices for complex infrastructure and end-user issues.

• Served as the subject matter expert for M365 administration, focusing on user provisioning, security reviews, and L2 support for Exchange Online connectivity.

• Managed identity lifecycle and access within Azure AD, including group-based licensing and troubleshooting authentication failures.

• Performed deep-dive diagnostic and desktop troubleshooting for executive devices and remote users using advanced remote tools.

• Diagnosed and resolved complex L2 networking issues related to VPN access, Wi-Fi performance, and remote connectivity protocols.

• Managed and administered large-scale Microsoft 365 (M365) and Microsoft Online (MSOL) environments, including licensing, security, and governance for thousands of users.

• Spearheaded migration and ongoing maintenance of Exchange Online, focusing on mailbox management, transport rules, and anti-spam/anti-malware policies.

• Provided Tier 3 support for complex Azure AD identity and access management issues, including multi-factor authentication (MFA), conditional access policies, and hybrid identity synchronization.

• Managed and maintained enterprise networking infrastructure, covering LAN/WAN connectivity, firewall policy administration, and basic security configuration.

• Resolved high-priority desktop troubleshooting issues for executive and specialized users, including application conflicts, operating system failures, and peripheral connectivity problems.

• Assisted in maintaining core Windows Server infrastructure, supporting on-premises identity solutions and directory services.

• Provided critical support and quick resolution for diverse desktop troubleshooting scenarios, maintaining high user satisfaction rates.

• Monitored basic server and client networking performance, escalating complex routing and firewall issues to senior engineers.

• Contributed to the deployment and patching of software packages across client endpoints, ensuring compliance and minimizing downtime.