IT Service Desk Technician at Crocs Inc. (2024-10 – Present)
Provide IT support for 250+ corporate users, including executive leadership and C-suite. Resolve 20–25 Tier 1 tickets daily with a 95% first-contact resolution rate.
- Provide IT support for 250+ corporate users, including executive leadership and C-suite.
- Resolve 20–25 Tier 1 tickets daily (MFA, VPN, network, device issues) with a 95% first-contact resolution rate.
- Manage user accounts and permissions in Active Directory, Azure AD, and Entra ID.
- Deliver remote support for Mac and Windows devices using BeyondTrust.
- Support 400+ global retail locations with POS, hardware, and connectivity troubleshooting.
- Configure devices and conduct onboarding for new hires.
- Set up and support AV systems for executive board and sales meetings.
IT Customer Support Services Intern at UMass President's Office (2023-04 – 2024-10)
Configured and deployed laptops for new hires and provided IT support to staff across multiple departments.
- Configured and deployed laptops for new hires to ensure seamless onboarding.
- Trained staff on Outlook, Zoom, Slack, Dropbox, Adobe, and Druva.
- Supported 40–50 users weekly with hardware and software troubleshooting.
- Replaced and upgraded outdated hardware across departments.
- Monitored meetings and ensured AV systems functioned properly.
- Used CrowdStrike to monitor security alerts and manage access permissions.
