• Liaise with senior leadership within critical infrastructure sectors to strategize, arrange, and execute extensive maintenance, system fortification operations, or implementation projects.• Absolute VPN administration and troubleshooting.• User Management utilizing Azure AD, Active Directory, and Microsoft 365.• Diagnose, troubleshoot, and resolve hardware, software, or other network problems, and replace defective equipment when necessary.• Research and patch vulnerabilities identified by the Endpoint Detection and Reponses system.• Harden end user devices such has desktops, laptops, and tablets with security controls though the use of Group Policies and security best practices. • Employ excellent communication skills, coupled with meticulous documentation abilities, to ensure each support ticket is effectively communicated and comprehensively documented within our ticketing system.• Oversee the end-to-end process of live-streaming city council meetings. This includes setting up and managing the technical aspects of the streaming process to ensure the successful broadcast of these important events.

• User account provisioning and deprovisioning through Active Directory, Microsoft Exchange, and the Microsoft 365 Admin Center.• Delivered remote assistance to end users using Citrix cloud technology and other remote support tools like Quick Assist and Remote Desktop.• Engaged with customers via phone and email interactions to conduct diagnostics and effectively resolve technical issues.• Ensured meticulous recording, documentation, and closure of all service records.• Provided insights for potential procedure enhancements and modifications.

• Perform routine security assessments of secure premises to ensure strict compliance with facility policies regarding residential units.• Oversee and manage a team of security personnel, ensuring their adherence to correct DCR and DOP policies and protocols. This involves supervising offenders, composing comprehensive reports, and overseeing secure transportation operations.• Execute employee performance evaluations (EPAs) in alignment with DCR policies and procedures, offering constructive feedback to enhance individual performance.• Skillfully mediate conflicts between staff members, as well as between staff and offenders, fostering a harmonious environment within the facility.• Swiftly respond to and effectively resolve security incidents as they emerge, meticulously following DCR policies and procedures to maintain the safety and security of the facility.

• Utilized ticketing software to promptly address customer inquiries, offering guidance and insights to enhance efficiency and resolve issues effectively.• Delivered expert technical guidance and support for intricate problem-solving, catering to the needs of both students and professors.• Employed imaging software proficiently to duplicate computer setups, significantly expediting workstation deployment procedures.• Proficiently set up and resolved issues related to Zoom Rooms, facilitating seamless remote learning experiences.• Orchestrated end-to-end workstation configuration and deployment, streamlining setup processes for enhanced efficiency.

• Corresponded with dispatch about requests for police presence, including accidents, emergencies and complaints of illegal activity.• Enforced security and order within courthouses and grand jury rooms.• Escorted and transported inmates between holding cells and courtrooms.