Provided front-line technical support to enterprise end-users, consistently achieving service level agreement (SLA) targets and key performance indicators (KPIs) while managing high-volume service queues and ticket resolution. Conducted advanced troubleshooting for issues affecting Windows and Mac workstations, as well as mobile computing devices, using log analysis to precisely identify root cause and the required resolution path. Monitored systems in real-time to proactively identify emerging trends and potential large-scale service disruptions, escalating critical incidents with comprehensive documentation and communicating timely status updates to support leadership. Collaborated effectively with internal engineering and security teams to coordinate advanced support for complex challenges related to identity, authentication, and access management. Contributed to improved customer satisfaction (CSAT) by recommending and implementing process efficiencies that streamlined ticket resolution workflows and elevated the overall customer experience. Delivered expert Tier 1 product support to a global user base across diverse communication channels, maintaining a professional, empathetic, and composed demeanor throughout the resolution process. Administered Google devices and JAMF for cloud device provisioning, de-provisioning, compliance policy enforcement, and remote wipe operations.

Delivered comprehensive, end-to-end IT support for a global environment comprising 500+ managed endpoint devices across APAC, UK, and EMEA regions. Maintained rigorous asset tracking and configuration compliance within ServiceNow CMDB, ensuring full IT lifecycle governance. Expertly administered and leveraged Mobile Device Management (MDM) and client management platforms (Microsoft Intune, SCCM/MECM, JAMF) for automated device provisioning, compliant de-provisioning, policy enforcement, and critical remote wipe procedures. Developed, packaged, and deployed software solutions utilizing the Microsoft Deployment Toolkit (MDT) and PowerShell automation; performed advanced remote diagnostics and error code resolution to ensure successful deployments and manual installations. Provided Level 2/3 resolution for complex technical issues, including operating system failures, VPN and Zscaler proxy connectivity problems, and internet access disruptions. Applied deep-dive troubleshooting across Windows Registry and Group Policy Objects (GPOs) to restore optimal system functionality. Managed the support and maintenance of critical healthcare-domain-specific applications and legacy Windows workloads. Applied structured Root Cause Analysis (RCA) and generated detailed escalation documentation for smooth transition to L3 and vendor support teams. Executed the configuration and deployment of Windows workstations, corporate printing solutions (including specialized Zebra printers), and mobile devices (iOS/Android) under MDM control, ensuring precise asset record maintenance. Supported core enterprise applications, including Microsoft Teams (Audio/Video/Screensharing), Adobe Creative Suite, Active Directory user management, and Okta SSO/MFA, consistently achieving high customer satisfaction scores during face-to-face and remote interactions. Drove continuous service improvement by authoring Standard Operating Procedures (SOPs) and comprehensive Knowledge Base articles, resulting in reduced repeat ticket volume and streamlined onboarding processes for new team members.