• Managed 150+ Salesforce cases per week, triaging issues efficiently, routing cases to the correct teams, and ensuring timely follow - through to maintain smooth support operations. • Solved 97% of technical issues across Google Workspace, Windows and Athena EHR, maintaining a 98% customer satisfaction rate. • Improved support accuracy and knowledge - sharing by documenting resolutions and contributing to internal case notes, enabling peers to resolve recurring issues more quickly. • Resolved remote hardware issues for scanners, printers, and workstations, including driver, network, and configuration problems, reducing downtime for healthcare offices. • Served as a Subject Matter Expert by assisting teammates with complex cases, sharing troubleshooting approaches, and increasing team confidence in handling unfamiliar issues. • Collaborated cross - functionally with internal teams to escalate high - impact issues, provide context for faster resolution, and ensure clear communication back to end users.

• Supported 100+ experts with Zero - Touch provisioning per week, reducing configuration delays and improving first - day productivity during peak onboarding cycles. • Improved support consistency and lowered repeat contacts by updating and refining 110+ internal knowledge articles, addressing recurring pain points and making guidance easier to follow. • Resolved a range of Windows, device performance, network / VPN, audio / video, and access issues through remote support, reducing downtime and accelerating resolution for users during both peak and standard seasons. • Guided users in more effective use of Windows OS, as well as Microsoft 365 and Google Workspace tools, to increase day - to - day productivity • Streamlined support workflows by identifying common setup and access issues and translating them into clearer steps and documentation, helping users resolve issues faster and reducing reliance on live support. • Assisted team leads and peers with technical escalations through Slack by triaging issues, sharing solutions, and routing platform - specific concerns to the correct teams to speed up resolution. • Coordinated user access setup across SaaS platforms (e.g., Amazon Connect, ESPortal) and quickly resolved provisioning blockers to prevent onboarding delays and maintain productivity.

• Guided small business clients through QuickBooks Online setup and workflow optimization via Glance screen share, improving usability and day - to - day functionality. • Partnered with the escalation team to resolve complex technical issues, documenting detailed resolutions in Salesforce to support faster case turnaround and knowledge sharing. • Supported customers with account configuration and data - accuracy troubleshooting, ensuring seamless transitions and consistent product performance.

• Supported customers with multi - factor authentication, password resets, and secure account access, resolving login issues across web and mobile platforms. • Troubleshot browser and device compatibility issues (Chrome, Edge, Safari) to restore functionality and improve online banking performance for clients. • Guided users through navigation of online and mobile banking tools, improving digital adoption and reducing repeat contacts. • Reduced support volume by promoting self - service through targeted education on online and mobile banking best practices, strengthening user confidence and efficiency.