Successfully deployed a robust MDM solution for an Apple device fleet, to achieve a 25% reduction in daily support tickets by improving security and enabling self-service support.

Facilitated transition to a self-service, multi-factor authentication portal, which achieved a daily ticket volume by 10-15% by empowering users to reset passwords independently.

Developed a MDM custom script that enabled users to install curated company (Schumacher) wallpaper designs from the self-service store, fostering brand cohesion and platform utilization.

• Delivered tier 3 and white-glove support, both remotely and in person, developing custom support responses for new technologies and managing onsite technical support. 

• Created documentation and conducted training sessions for team members, managing the HappyFox ticketing system to ensure adherence to policies and timely resolution of escalations. 

• Maintained strong support relationships with business-critical team leaders and managers, facilitating cross-team support. 

• Coordinated emergency support for email hacks, infrastructure/software outages, and critical hardware failures, while completing account deactivations in collaboration with HR. 

• Managed and configured MDMs (Kandji and Meraki), and provided administration for various programs and platforms, including Slack, Zoom, Microsoft, and Monday.

• Oversaw office technical operations, coordinating with various departments and vendors, and implementing strategic initiatives. 

• Managed and mentored a Tech Ops intern, providing guidance and support in daily tasks, ensuring their growth and development in technical skills. 

• Performed tier 2-3 tech support, resolving escalated tickets from team members to ensure timely and effective solutions. 

• Reduced overall daily tickets by 25% by sourcing and deploying an updated MDM for over 500 Apple devices, including MacBooks, iMacs, iPhones, and iPads

• Managed and resolved escalations through the ticketing system, providing timely support for over 3,000 tickets. 

• Offered tier 1-2 technical support, remotely troubleshooting hardware, and supporting various SaaS applications and programs, including Slack, RingCentral, Microsoft Office, and Adobe Suite. 

• Provided onsite support for various NYC locations, including emergency troubleshooting and system upgrades. 

• Created documentation and conducted training sessions for end-users to enhance their understanding and usage of technology.

• Performed tier 1-2 troubleshooting, resolving issues, or escalating to higher levels of support as necessary, servicing call-in and ticket-submitting university patrons to ensure efficient and effective resolution. 

• Supported telecom, software, and hardware, providing customer service to staff and students in labs through a desktop support desk. 

• Collaborated with a team to set up and teardown hardware for staff and student labs as part of the Computer Renewal Program, ensuring smooth transitions and minimal disruption.