Manage scheduling and dispatch for IT field technicians, handling 40-60 daily interactions via Freshdesk, phone, and email. Optimize technician routes and daily schedules to maximize billable appointments while minimizing drive time. Act as first point of contact for technical service requests and relay details via Slack for smooth client-to-engineer handoff. Track and resolve client inquiries in Freshdesk with accurate records and timely follow-up.

Operated and monitored production equipment, troubleshooting issues to maintain safe and compliant operations. Conducted routine equipment inspections, preventative maintenance, and quality checks using SPC systems.

Delivered Tier 1 desktop and break-fix support for 50+ computers, laptops, printers, and AV systems while maintaining 99% uptime. Resolved 100+ ServiceNow tickets monthly covering hardware, software, network connectivity, and authentication issues. Administered Active Directory user accounts, permissions, and Group Policy for 200+ daily users. Maintained network infrastructure and applied cybersecurity best practices, including malware scans and user security training, with zero major incidents.