I've delivered Level 1 and Level 2 remote support for more than 2,000 users at Micross Components and globally distributed teams at Fidelity, resolving Microsoft 365, Active Directory, Windows desktop, and server issues with over 90% first-contact resolution.
Across Paylocity, Lockheed Martin, and the U.S. Census Bureau, I've maintained disciplined ticket queues and detailed client documentation in regulated environments, with zero major compliance violations at Fidelity and Paylocity. I've also managed 2010 Census support operations, hiring and training more than 30 support staff while coordinating with regional centers.
