• Established an IT knowledge base, migrating existing documents, and developed/revised instructional materials for processes and troubleshooting.• Redesigned specific OU’s within Active Directory to ensure that user data for employees, contractors, and business clients is accurate and well-organized.• Developed an extensive organizational chart including employees’ current positions, managers, direct reports, and department, leading to clearly defined user accounts and greater operational efficiency.

• Spearheaded five major IT projects, successfully completing and implementing them within 3 months.• Implemented Octopus MFA software across the organization, troubleshooting and resolving software-related issues for around 900 employees. Successfully enrolled all employees through group meetings and one-on-ones.• Migrated all employees from Cisco AnyConnect VPN to Global Protect VPN. Ensured seamless single sign on using SAML with secret double octopus MFA software. Provided technical support for over 500 on-site/remote users for Global Protect connectivity and SSO authentication issues during the migration process.• Optimized ManageEngine ServiceDesk by reducing active users from 5018 to around 900, enhancing system performance. Collaborated with the ServiceDesk production team to develop a new feature, addressing an ongoing company issue, and contributing to overall efficiency.• Streamlined and automated key workflows in ServiceDesk, including requests about new hire forms, hardware/software requirements, employee termination, and other document processes, demonstrating innovation in process improvement.• Leveraged Active Directory for effective account management, including unlocking accounts and creating group policies, displaying adeptness in user administration.

• Processed and troubleshooted at least 8 daily complex IT issues through ServiceNow.• Troubleshooted tier 3 hardware and software issues for top researchers and professors.• Configured new computers with ASU’s security policies and restricted user access depending on its usage.• Generated at least 2 to 4 quotes for Dell products and Apple products based on users' needs and preferences.• Authored IT user manuals to ease new employee onboarding and an IT handbook to guide new IT student workers, enhancing efficiency and knowledge transfer.• Reorganized hardware inventory sheet with more than 1000 items and migrated important data to a new database platform, Cireson.

• Facilitated seamless access control by processing daily ISAAC Access requests for 24+ students and faculty, highlighting system administration and user access management capabilities.• Demonstrated IT support proficiency by effectively addressing and resolving 2-7 assigned tickets weekly via the ServiceNow platform, reinforcing problem-solving skills in a tech-oriented environment.• Streamlined facilities management by creating and overseeing multiple work orders for facilities requests, showcasing operational efficiency and project coordination within a technical context.• Leveraged technical expertise to design and manage 2-3 databases and spreadsheets weekly, key for robust inventory control and data log maintenance, emphasizing strong data management and organization skills.