As an IT Support Specialist, I have used Mosyle and Intune MDMs to manage Apple and Windows computers, improving efficiency by more than 50%. I have also developed and launched an internal inventory Appsheet app to streamline and digitize the inventory process; reducing errors and missing inventory. Additionally, I have implemented the Jira Atlassian ITSM app to handle ticket requests and track IT issues with documentation using Confluence; reducing confusion, time, and unresolved issues. Lastly, I have managed AVI systems such as Polycom G7500 and IDKAV HDMI Digital Network Switching appliances to enhance video conferencing capabilities. During my time here, I have provided IT hardware and remote computer support to end-users to ensure that their work was completed in an efficient and timely manner. I utilized PowerShell scripts to make managing Windows systems easier using Intune.

I worked on managing and troubleshooting SAP HANA/DB to Red Hat LInux VMs as well as providing support from small to large organizations as a consulting company. I also worked on Office 365 administration and ensuring that our security systems are hardened and less prone to vulnerabilities in the SaaS cloud.

I worked on managing and troubleshooting SAP HANA/DB to Red Hat LInux VMs as well as providing support from small to large organizations as a consulting company. I also worked on Office 365 administration and ensuring that our security systems are hardened and less prone to vulnerabilities in the SaaS cloud.

In this job role, I provided excellent customer support and expertise in Pulse Secure products. I ensure that each of my customers has the best knowledge base available through carefully written KB articles as well as remote support to keep their VPN network up and running as quickly as possible. I also am their Technical Advisor in Pulse Connect Secure product for best practices as well as problem solving.

As a Professional Support Engineer at Microsoft, I have supported customers from small businesses to international businesses such as, Walmart, IBM, ATT, and Government agencies. During my time at Microsoft, I have provided technical expertise in; managing and troubleshooting virtual machines, network load balancers, and operating systems in the Azure Cloud. Also, I have collaborated closely with Microsoft Product Groups to ensure that the changes and updates has been met and that they exceed customers expectations. While at Microsoft, I attended weekly team meetings with my peers to go over cases that we have been working on that were complex and challenging that customers were facing in Azure when using their products and ours in Azure.

As an IT User Support Technician, I assisted students and faculty members on computer and web login issues. I also made sure that the classroom's audio and video equipment were in good working order every 3 months. Inventory management was updated to reflect the changes for new equipment purchase to University of Mary. I trained students and faculty members on the use of the Office Suite to navigating across the UMary's web services.

During my internship, I was trained under a Desktop Support Technician III to ensure that I understand the IT Department's business process of working with their internal clients as well as the process of managing computer systems and programs. I went to weekly Desktop Support Tier 2 meetings to discuss about individual progresses on computers, customer related projects, and tickets. I also managed clients' computer systems and made sure that the systems were updated correctly and that all computer systems met ITD's security and business standards.