Dedicated IT Deskside Support Supervisor with 1.5 years of experience managing diverse technical support teams and fostering inclusive, supportive environments. Proven expertise in troubleshooting hardware, software, and network issues, while mentoring teams to deliver high-quality IT support. Experienced in supporting team members with neurodiverse needs, including autism, ensuring they succeed within the team structure. Known for improving service efficiency and enhancing communication across departments, resulting in higher customer satisfaction and smoother operational workflows.Key Skills • IT Support Management • Team Leadership & Development (Including Neurodiverse Teams) • Troubleshooting & Problem Resolution • Inclusive Leadership & Communication • Hardware & Software Installation • Network & Systems Administration • PCI and SOC2 Compliance • Customer Service & Conflict Resolution • Connectwise Ticketing System • Active Directory & User Management • Asset Management • Vendor & Client CoordinationProfessional Experience • Supervise and mentor a team of 2 deskside support technicians, including team members with autism, by creating individualized support plans and adapting communication styles to meet diverse needs. • Implement training and development programs to help neurodiverse team members succeed in their roles, resulting in improved team cohesion and performance. • Manage workload distribution, prioritizing tickets and ensuring timely resolution, with a focus on maintaining an inclusive and supportive work environment. • Collaborate with HR and other supervisors to provide ongoing support for neurodiverse employees, including fostering open communication and regularly addressing any challenges. • Provide hands-on support for escalated IT issues, ensuring smooth service delivery for all users

Professional SummaryDetail-oriented IT Support Specialist with 6 years of experience in providing efficient technical support to end users and resolving hardware, software, and network issues. Strong problem-solver with a track record of troubleshooting and enhancing system performance. Skilled in customer service, documentation, and working in fast-paced environments. Adept at supporting diverse teams, including remote users and neurodiverse employees.Key Skills • Troubleshooting & Problem Resolution • Hardware & Software Installation • Operating Systems (Windows & macOS) • Network Connectivity & Troubleshooting • User Account Management (Active Directory) • Helpdesk & Ticketing Systems (Connectwise) • Customer Service & Communication • PCI Compliance • Asset Management • Documentation & ReportingProfessional Experience • Provide timely and effective technical support to 500+ employees, resolving hardware, software, and network issues. • Manage and troubleshoot system outages, network failures, and user access issues, ensuring minimal downtime for end users. • Utilize ticketing systems to track, prioritize, and resolve support tickets • Set up and configure new hardware (desktops, laptops, mobile devices), and perform software installations and upgrades. • Support remote employees • Create and maintain detailed documentation of IT processes and common troubleshooting procedures, reducing issue recurrence. • Assisted in maintaining and updating user accounts, email configurations, and security permissions using Active Directory. • Installed and configured workstations, peripherals, and mobile devices, ensuring all systems met security standards. • Collaborated with the senior support team on larger-scale issues, enhancing troubleshooting capabilities and learning advanced resolution techniques.

I was contracted to St. Elizabeth Hospital for almost 2 Years. During my first period of contracted time, my team and I were tasked with upgrading 2,500+ Windows 7 machines to Windows 10 in lieu of the end of support for Windows 7. My primary responsibilities were: -Imaging new computers according to the standards of St. Elizabeth's IT department.-Installing software that was required per the user.-User profile backups-Managing computers and user accounts via Active Directory.-Coordinating with Department heads and shift leads to schedule upgrades that would cause the least amount of interference with their work flow.-Installing workstations in different departments and testing functionality.-Troubleshooting and repairing non-functional PC's to lower cost for the IT department.During my 2nd period of contracted time with St. Elizabeth Hospital, my team and I were tasked with Installing 600+ New PC's in the newly constructed Cancer Care Center in Edgewood, KY, and deploying St. Elizabeth assets at the newly acquired Dearborn Hospital in Indiana. My Primary responsibilities during this time were:-Imaging new computers according to the standards of St. Elizabeth's IT department.-Installing software that was required per the user/department.-Managing computers and user accounts via Active Directory.-Physically installing printers in designated locations throughout the buildings, gathering their Network information, and sending it to the St. Elizabeth Network team to have it registered in EPIC.-Tagging new Assets and recording the asset information to be tracked by the IT department head.-Swapping Dearborn hospitals to the St. Elizabeth domain and upgrading outdated PC's when the aforementioned was not possible.-User profile Backups