Joseph LeiRésumé.

Information Technology Growth Strategist · New York, NY

• Collaborated with event and venue partners to integrate support systems for managing ticketing, purchases, and user experience across mobile and web platforms.
• Provided on-site and remote technical and application support, troubleshooting hardware and purchase-related issues to ensure smooth operation of client-facing systems supporting $100K+ in monthly transactions.
• Utilized SQL to develop and maintain customer database systems, enabling data-driven support strategies and improved customer targeting.
• Contributed user feedback and testing insights that informed improvements to Apollo ID’s website and mobile app UI, enhancing usability and customer experience.
• Performed password resets, account provisioning, and basic Active Directory updates for onboarding and offboarding.

Information Technology Service Delivery · New York, NY

• Delivered ticketing support across multiple business units using various CRMs and ITSM platforms, ensuring timely resolution of issues in alignment with SLA requirements.
• Performed hardware support including imaging laptops, configuring workstations, setting up AV equipment, and troubleshooting peripherals.
• Developed and implemented PowerShell scripts to automate Active Directory tasks such as user provisioning, group management, and permission auditing, reducing manual workload and improving system consistency.
• Set up Teams and SharePoint for seven ERGs, managing permissions for secure file sharing and using Power Automate to streamline communication and engagement.
• Developed and integrated Copilot AI into business units, creating tailored business solutions, delivering specialized training for each unit, and establishing comprehensive knowledge bases.

Technical Support Administrator · Hybrid / New York, NY

• Managed customer service operations for a monthly subscription with over 2,000 individuals, providing member support through Zendesk, Microsoft Teams, Slack, and Discord.
• Authored comprehensive guides and documentation on high-value software, empowering members with the knowledge to navigate and leverage these tools efficiently.
• Guided members in setting up AWS EC2 virtual machines, ensuring a smooth onboarding process for those configuring servers without technical backgrounds.
• Collaborated with marketing and sales teams to analyze customer feedback data, leading to targeted campaigns that resulted in a 15% increase in customer acquisition.