• Directed the design and implementation of Standard Operating Procedures (SOPs) for customer support operations to enhance service readiness, consistency, and scalability. • Managed quality assurance testing activities by reviewing product functionality, identifying defects, and recommending documentation improvements to support product reliability. • Led cross-functional efforts with engineering, operations, and support teams to standardize quality assurance processes and ensure accurate process documentation.

• Delivered white-glove IT support to C-suite and senior leaders, serving as the trusted point of contact for confidential and high-priority technical issues. • Directed enterprise endpoint management with Jamf, driving patch compliance, secure onboarding, and lifecycle management for distributed user devices. • Designed and enforced SOPs for hardware lifecycle, E-Waste, and offboarding, strengthening compliance, security, and audit readiness. • Partnered with Security, Operations, and Engineering through Jira escalations to streamline incident response and improve cross-team resolution efficiency. • Oversaw IT support for warehouse infrastructure—including scanners, label printers, and handheld devices—ensuring 24/7 operational continuity during high-demand distribution cycles.

• Maintained business-critical warehouse IT infrastructure—including handheld devices, scanners, and label printers—providing 24/7 support during peak demand cycles (holidays, month -end inventory). • Partnered with IT Security to remediate malware incidents, strengthen endpoint protection, and reduce recurring vulnerabilities. • Supported enterprise system administration tasks, including print serve

• Diagnosed and resolved hardware issues under Dell warranty, coordinating parts replacements and vendor dispatches while maintaining accurate repair documentation. • Guided junior technicians and documented standardized workflows to improve ticket handling efficiency and knowledge sharing. • Delivered Level 1 & 2 support for 4,000+ users across hardware, software, operating systems, VoIP, mobile devices, and peripherals, ensuring reliable service in a global enterprise environment.

• Delivered frontline product support for Garmin Pocket PC GPS devices, strengthening customer experience and retention. • Assessed warranty cases and exercised judgment in authorizing service exceptions to maintain customer trust and brand reputation.

Google Cybersecurity Professional Certificate