Constructed, updated, and maintained user guides, training and SOPs (Standard Operating Procedure) documentation for company's operating systems, software, and tools.Monitored all web content, fixed technical errors, ensured smooth functioning of Pace University website with HTML and CSS under Drupal CMS. Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance. Responsible for handling clients' requests using the help desk ticketing system and phone calls.