- Elevated from standard helpdesk duties to serve as the primary internal escalation point, providing dedicated technical support to global technicians across the US, Romania, and the Philippines.
- Directed rapid resolution workflows for global IT outages, acting as the lead coordinator for critical incident management and mass enterprise communications.
- Instructed international support staff on complex troubleshooting and specific hardware repair solutions, leveraging deep technical expertise to upskill the team.
- Managed localized hardware inventory logistics to ensure the rapid availability of replacement equipment for internal technicians.