Kim Carlo Garcia

Managed and administered Google Workspace for 20000 users, including user provisioning, access control, and security policies
Configured and maintained Gmail, Google Drive, and Google Calendar across the organization
Handling Google External Drive (Creation, Update)
Managed channels, user groups, and workspace structure to improve team communication and organization
Configured and maintained Slack integrations with tools like Google Workspace and other third-party apps
Handled onboarding/offboarding (account setup, deactivation, access control) in Slack
Managed macOS devices using Jamf Pro, including enrollment, configuration profiles, and policy enforcement
Administered Windows and mobile devices via Microsoft Intune, ensuring compliance and security standards
Leveraged AI tools such as ChatGPT and Google Gemini and Microsoft Copilot to automate documentation, generate scripts, and improve support efficiency

Deployed and maintained MDM solutions across the organization
Managed user accounts, permissions, and group policies through Active Directory and Azure AD.
Utilized ServiceNow to manage incidents, service requests, change records, and problem tickets throughout the ITSM lifecycle.
Assisted in system upgrades, software deployments, and configuration management across multiple platforms.
Collaborated with infrastructure, security, and application teams to resolve complex technical issues and maintain business continuity.
Delivered excellent customer service, maintaining high satisfaction and adherence to SLA metrics.
Contributed to process documentation and knowledge base updates to enhance team efficiency and onboarding.
Delivered exceptional customer service while supporting a fast-paced enterprise environment.

Served as the first point of contact for users seeking technical assistance via phone, email, or remote support tools.
Diagnosed and resolved hardware, software, and network issues, ensuring minimal system downtime
Performed remote troubleshooting using diagnostic tools and guided users through step-by-step solutions.
Monitored and maintained IT support tickets using ServiceNow, escalating unresolved issues to higher-level teams when necessary.
Supported the setup, configuration, and maintenance of user accounts, printers, and mobile devices.
Assisted in network connectivity testing, identifying and resolving performance bottlenecks.
Ensured compliance with ITIL best practices and maintained high customer satisfaction ratings through efficient service delivery.

Provided second-level technical support for escalated issues from L1 teams, ensuring prompt and accurate problem resolution.
Diagnosed and resolved complex networking, hardware, and software issues involving routers, switches, modems, and IP cameras.
Conducted root cause analysis and implemented corrective actions to prevent recurring incidents.
Performed testing and quality assurance for new hardware products prior to release.
Configured and maintained ADSL, VDSL, and Ethernet networks, optimizing performance and reliability.
Delivered remote technical assistance to global clients, ensuring minimal downtime and efficient troubleshooting.
Created and maintained detailed technical documentation and contributed to internal knowledge bases.
Collaborated with engineering and product development teams to provide customer feedback and improve device performance.