Provided full-stack technical support to 500+ on-site staff and ~200 remote users as part of a 4-person IT team, maintaining SLA compliance across all departments. Designed and executed IT infrastructure for high-profile mayoral events — ensuring 100% uptime of AV systems, network, and workstations under live-event pressure. Diagnosed and resolved hardware, software, and network incidents; reduced recurring issues by 30% through systematic documentation and a shared knowledge base. Led server provisioning, SSH hardening, and network segmentation initiatives, improving organizational security posture. Managed ticketing workflows and user training for internal software systems and Microsoft 365 suite.

Processed high-volume invoices, quotations, and administrative records with 99%+ accuracy across internal data systems. Handled in-person and phone customer inquiries, maintaining professional service standards under peak-load conditions.