- Resolved high-volume inbound technical issues via phone and email, consistently exceeding team performance and resolution metrics.
- Executed large-scale hardware imaging and enterprise deployment projects to support infrastructure needs.
- Deployed internationally to Australia and New Zealand (ANZ) to provide critical on-site emergency technical coverage and maintain regional operations during local staff absences.
- Administered user accounts and access controls within Active Directory, executing daily credential management and secure onboarding/offboarding tasks.
- Utilized enterprise remote desktop tools to diagnose and troubleshoot complex software, VPN, and network connectivity issues for a distributed global workforce.
- Managed a high daily queue of inbound support tickets through ITSM platforms, maintaining strict adherence to first-contact resolution targets and helpdesk SLAs.