• Overseeing the Phoenix market and providing detailed, on-time technical assistance to the 120+ end users through either hands-on support, email, or Teams chat.• Part of the Experienced Tier Two level of Support Engineers responsible for handling escalated helpdesk tickets, including installing/modifying software, troubleshooting hardware & network issues, as well as researching in-depth end user problems.• Overseeing management of 400+ network printers, including driver and firmware updates, ensuring proper security settings, and inventory/life cycle documentation.• Working closely with the Security team on several key projects, including baseline implementation for all network printers, patching critical vulnerabilities on laptops & printers, and managing the 800+ active Lastpass accounts.

• Acted as the primary POC for all IT related issues including, helpdesk tickets, second level support, network troubleshooting, and inventory management.• Responsible for assisting remote teams in triaging and completing all incoming support tickets from 400+ users.• Liaised with the IT director and network team on several key infrastructure projects including network reconfiguration and data backup.deployment/data back up.

• Transition from contractor to FTE for IT within a few months.• Lead technician responsible for the city's Windows 7 upgrade project including imaging and updating over 500 PC and laptops.• Successfully completed an average of 50 to 60 help desk tickets a week, with 90% of the incidents being closed within the department's 72-hour SLA.• Managed the city's 500+ Verizon phone and data lines along with overseeing the device upgrades from Nokia phones to iPhone/iPads.• Responsible for administrative duties with several key IT applications including Active Directory, Office365, the city’s VOIP phone system as well as their multi factor verification system.• Installed, upgraded, and managed department specific software for key areas like Finance, Fire, and PD.• Was lead help desk technician in resolving several key cybersecurity events with users including a zero-day ransomware attack.