● Provided next level support for tier 1 support; edit and documented existing incident tickets in Service NOW● Monitored and troubleshoot Avaya OneX, ICOMS, Solution Center applications and Azure● Pushed and installed needed software for new hires and existing Cox employees● Use power shell and command prompt scripting to remove programs and install updates on user machine● Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds● Strong Microsoft Operating System installation and troubleshooting skills● Managed 50 onsite user accounts/profiles through Microsoft Azure and MicrosoftEndpoint● Imaged workstations and added to Autopilot using Powershell; Migrated workstations from local domain to Azure domain● Guided and assisted users with Microsoft Authenticator; enabled secure access to needed applications

● Maintaining an inventory of installed software licensing and creating policies and procedures for upgrades● Monitored IT inventory by using and documenting incidents and request via Service NOW ticketing system● Installed applications and image desktop and laptops; enabled user to work from home more efficiently● Monitored and directed the installation of wireless access points; improved coverage for warehouse workers● Works with network teams in identifying network issues, data restoration and data storage● Documented best practices for application installs for a more efficient process● Knowledgeable on hardware, network protocols and software

● Create and maintain documentation as it relates to installation, configuration, and processes, for all systems, including voice and video● Maintain user accounts and provide security/access through Active Directory.● Installed VMware for user working remotely; enables user access to network for physicians, nurses and other hospital personnel● Monitored VDI user machines and reset user connections to VDI servers when user connection freezes.● Work with third party vendors to resolve issues with hardware or software covered by annual maintenance agreements.● Desktop support for on-site of 250 employees, including clinicians, clerical and administrative employees● Monitored System Access Forms (SAF) for new users and existing users● Mapped shared drives and network printers for end user computers for optimal access● Followed security measures for user identity and safeguard sensitive patient information● Communicated highly technical information to both technical and non-technical personnel● Allscripts applications Touchcharts, Touchworks/EHR; Monitored users accounts, expand user privileges when needed● Monitor and managed Citrix server activity for end users, redirected user connections when needed● Maintain 95% quality assurance rating; Maintain 70% first call resolve (FCR) ● Knowledge of current enterprise technologies; such as virtualization, web services, LDAP, databases● Documented user reported incidents and request through CA Service Desk Manager and ServiceNow ticketing systems

● Provided support to over 3,000 users and contractors on a day-to-day basis● Handled installation of over 40 different programs and software for users to support the mission. ● Provided on-site installation and repair on all component levels and help desk/remote technical support for hardware and software.● Handled and submitted helpdesk work orders for 450 computers for 4th Communications Squadron● Spearheaded system migration; began data migration from onsite database to a more accommodating database for various units/squadrons● Active network defense; disabled 190 user accounts/eliminated 60--hardened network against intruder attacks● Skilled in designing and implementing complete life cycle client servers and database applications with various development tools and languages● Works with systems using software methodologies such as distributed processing, systems networking, advanced information storage and retrieval, and management techniques.● Noncommissioned Officer of the Quarter April-August 2010Computer Systems Programming Yokota AB, Japan 2004 – 2008● Created and maintained inventory for 1500 pieces of network hardware. Issued and track all components through hand receipt with zero discrepancies.● Performed troubleshooting and repair on all circuit boards and battery packs throughout the squadron; saved squadron over $5K in replacement costs● Created tables for SQL database for incoming Air Force personnel; made all alterations and updates and oversaw security measures● Aided in configuration and implementation of secure wireless solutions that utilizes digital certificates to assist field service automation in deployed environments.● Audited 6K+ active NIPR user accounts; coordinated deletion of 42 expired accounts--disabled remote hacking capability● Developed standardized tools and interfaces in accordance with Air Force Network Operations (