Audrey Tapia

• Utilize ScreenConnect for secure remote access, system troubleshooting, and issue resolution

• Support and troubleshoot VoIP phone systems including RingCentral and Nextiva (call routing, provisioning, voicemail, connectivity issues)

• Administer user accounts, permissions, and group policies in Active Directory

• Perform user onboarding/offboarding, including account setup, device configuration, and access control

• Maintain and update system and client documentation in ITGlue

• Provide support across Windows and macOS environments, ensuring cross-platform functionality and performance

• Demonstrate proficiency in Microsoft technologies (Windows OS, Microsoft 365, Azure, Outlook, Teams, admin tools) and Google Workspace (Gmail, Drive, Admin Console, user management)

• Perform system maintenance, disk cleanup, and storage analysis using tools such as WinDirStat

• Designed and implemented a round-robin ticket and call distribution system, improving team collaboration, accountability, and workload balance

• Streamlined internal processes by reducing reliance on outdated systems and improving documentation workflows

• Monitor ticket queues and team workload distribution to ensure consistent service delivery

• Act as a primary point of contact for clients, including executives, translating technical issues into clear, userfriendly communication

• Maintain professionalism and efficiency in highpressure or escalated situations

• Handle high-volume inbound support, demonstrating strong time management, reliability, and initiative

• Collaborate with leadership on operational improvements and workflow optimization

• Contribute to team coordination, communication, and overall service quality

• Manage and resolve service tickets using ConnectWise while maintaining high SLA compliance (95%+)
• MSP Environment

• Provided on-site technical support for daily operational issues, including printer connectivity, Wi-Fi troubleshooting, and POS system errors using Toast POS

• Resolved basic hardware and software issues for terminals, handheld devices, and card readers to maintain smooth service

• Assisted staff in real time with order entry, payment processing, and device troubleshooting during high-volume shifts

• Acted as liaison between hotel management and external IT/POS support teams

• Maintained operational continuity by ensuring all front-of-house systems remained functional during peak business hours

• Coordinated with vendors when needed to escalate and resolve system-related issues

• Maintained system uptime by quickly diagnosing and fixing common technical problems under pressure