Answered and processed 10-20 daily tech support calls while maintaining high customer satisfaction ratings.Reviewed ticket queue and prioritized according to age, resolving up to 20 tickets per day with speed and accuracy.Documented customer issues, including creating tickets, troubleshooting steps, and documenting resolutions for future reference.Conducted thorough questioning to determine underlying issues and identify appropriate resolution methods.Escalated issues to other technical support technicians or departments, such as billing, sales, IT, marketing, or engineering as necessary.Troubleshot and reviewed SQL servers and logs for veterinary offices/hospitals/services, using TeamViewer to remotely access and modify services.Updated SQL code to modify services and ensure optimal system performance.Collaborated with cross-functional teams to identify and resolve complex technical issues.

⦁ Manage Windows devices via SCCM/MECM (Software Center Configuration Manager/Microsoft Configuration Manager)⦁ Test and deploy patches for Windows and 3rd party applications, drivers and images to network.⦁ Manage WSUS server and update schedule to ensure Windows Updates deploy correctly and in a timely manner for a 100% compliancy rate.⦁ Review list of vulnerable devices daily, research vulnerabilities, test, and deploy solutions using Powershell and SCCM/MECM.⦁ Create and modify PowerShell scripts to change, update settings, and provide solutions for vulnerabilities on devices. and use PSExec to push out scripts and query remote computers.⦁ Create queries with SQL, WQL and Active Directory to pull need-to-know information⦁ Create collections of devices on SCCM/MECM to schedule deployments, monitor deployment success/ error rate, and keep devices organized based on certain criteria.⦁ Work with organizations located around the nation to discuss future software deployments, current deployment issues, current vulnerabilities, and mission-requirements, and troubleshoot and create solutions for any issues affecting managed devices.⦁ Teach monthly courses to new IT Admins on how to use SCCM/MECM and how to perform simple troubleshooting.⦁ Create TTPs (Tactics, techniques, and procedures) to be used as reference documentation.⦁ Create Site Servers and Distribution Points on SCCM/MECM, and set up MDT servers for regional installations to use for software downloads, images, and deployments.⦁ Manage ticket queue and ensure tickets are resolved within the standard amount of time.

Managed ticket queue by determining category and priority of issue, assigned tickets to a designated technician, and responded to and resolved tickets with 100% completion rate.Completed 40 Knowledge Base Articles used for technical support employees and customers for reference and training.Apply experience and education of cyber security and resolve concerns by applying policies and educating customers/employees .Reviewed antivirus scan logs for 400 devices to ensure there are no current threats using Webroot, identified and removed various malware threats on PCs, including Adware, Trojans, Viruses and Worms.Create and review user permissions on Active Directory, Office 365, and networking equipment.Provide remote and on-site support for both residential and business customers - including hospitals, physician offices, and Urgent Care clinics.Push out patches or hotfixes on a schedule after being vetted for bugs on test equipment.Set up Datto backup devices and push data to the cloud for backup and continuity, maintain and troubleshoot Datto backups on web portal by ensuring screenshot and agent verification is completed without errors and on a schedule.Set up, install, upgrade, configure, and troubleshoot hardware and software on personal computers and servers, notably, Windows 7. Windows 8, Windows 10, and Mac OSX, Windows Server 2012 R2 and Windows Server 2008 R2.Assist in recovering lost, deleted or corrupted files by using backups or digital forensic tools such as Sleuth Kit ( +Autopsy) and TreeSize.Set up and maintain networks and firewalls on Unifi/Ubiquiti and Watchguard .Set up and use VPNs encrypted with L2TP/IPSEC, SSL/TLS, and SSH, through various sources including Unifi, SonicWALL, and WatchGuard