• Administered multi-tenant Microsoft 365 environments using Azure, Intune, and Autopilot, optimizing user management, application deployment, device provisioning, and security enforcement. This improved administrative efficiency, reducing time and effort by 50-70%.

• Managed cloud platforms including backups, email signatures, asset management, remote monitoring, and management (RMM) systems.

• Collaborated with clients during regular meetings to implement changes, minimize downtime, and reduce operational costs, ensuring alignment with business goals.

• Onboarded and trained new team members on company policies, IT management tools, and security best practices, while enhancing technical proficiency and customer service skills to align with organizational goals and maintain client satisfaction.

• Troubleshot and resolved complex IT issues at their root, leading to a 50% reduction in ticket volume for newly onboarded clients while consistently maintaining low ticket rates for existing clients.

• Diagnosed and resolved hardware issues, performed part upgrades, and provided cost-effective purchasing advice to ensure clients received the best value within their budget.

• Led IT relocation projects in partnership with Restore Technologies, relocating IT kits for major clients such as Apple, Spotify, HSBC, and Facebook. Ensured smooth hardware decommissioning and recommissioning, prioritizing neat setups to exceed client expectations.

• Provided support, training, and coaching to team members, fostering their ability to maintain excellent service standards and achieve peak performance.

• Led the team through the transition from a manual coffee calling system to a digital screen-based order system, ensuring a smooth implementation with minimal disruption.

• Consistently delivered exceptional customer service by preparing high-quality beverages and food items, addressing customer inquiries effectively, and thriving in a high-pressure, fast-paced environment to enhance the customer experience.

• Worked collaboratively with team members to ensure smooth store operations, including stocking supplies, maintaining cleanliness, and assisting with various tasks to meet store goals and customer needs.