Michiko K.

• Implemented Multi-Factor Authentication (MFA) in the company’s Employee Management System (EMS) • Resolved frontend and backend bugs and improved UI/UX to optimize performance and user experience in the EMS • Built digital bulletin board for company-wide announcements

• Installed and configured WordPress on Amazon EC2 • Created an email distribution group and documentation • Walk users through step-by-step instructions to solve problems with the company's services and integrations • Escalated complex network issues to our NSA and collaborating with Tier 3 on technical challenges • Accurately documented user interactions, inquiries, and resolutions in a ticketing system, tracked incoming and outgoing hardware in our inventory system, and created reference emails • Cloned, monitored, and upgraded software and applications; assisted users with technical issues such as username/password problems, installation/configuration, menu navigation, and hardware/software verification.

• Provided frontline technical support to AU and NZ users via phone and email • Diagnosed and resolved hardware, software, and connectivity issues in Windows and iOS devices (iPhone, iPad) • Utilized remote support tools to assist users with business applications including Microsoft 365 and internal systems • Logged, categorized, and managed incidents using a ticketing system, ensuring SLA compliance • Escalated complex technical issues to L2/L3 teams with detailed documentation • Coordinated activities between departments and external parties • Contacted personnel at all organizational levels to gather relevant information