Serve as the primary onsite contact for a manufacturing site consisting of approximately 300 users and as part of a global IT team providing support to up to 2000 users. Manage global software deployments using Kaseya VSA, test and deploy GPO configurations. Handle all escalations from T1 and T2 support and assist the network team with datacenter installs and configuring of application servers. Perform asset management and change control for all configuration changes. Assist the cybersecurity team with relevant investigations into security incidents.

Managed incoming help desk queue in ServiceNow, triaging and resolving incidents/requests in a timely fashion. Provisioned and deployed company laptops, desktops, printers, A/V equipment and other hardware as needed. Responsible for user onboarding, new hire IT orientation and account setup. Administered user accounts and mailboxes in O365 and AD. Created documentation for internal IT processes and common issues. Troubleshot hardware/software problems and service misconfigurations, providing white-glove service to executive leadership upon request. Assisted IT leadership with other projects as requested.

Triaged and scheduled client generated incident events in a SOC environment, scheduled change requests and firewall upgrades in the Remedy incident management system according to standard SLAs. Created network objects and perform emergency blocks of malicious IP addresses on enterprise-class firewalls such as Checkpoint, Palo Alto, Juniper, Cisco PIX/ASA, FortiGate and SonicWall. Provided correspondence to customers via phone and email regarding ticket status and path to resolution. Assisted with various other projects as needed such as account policy audits and troubleshooting.

Responded to user generated support tickets and provided hardware and software assistance for a small non-profit organization. Deployed SOHO networking equipment in managed homes and remediated connectivity problems. Created internal support documentation to describe and track IT processes. Deployed company laptops to end users and repaired damaged units as necessary. Remediated malware threats with Malwarebytes EDR and monitored for network outages using Datto/Open Mesh. Provisioned user accounts and group permissions in Google Workspace and Microsoft Azure AD.

Worked on a team consisting of myself and the network manager providing IT support to a medium size enterprise of about 200 employees, which specializes in the process of manufacturing consumer goods.Responsibilities:-Deployed desktop hardware such as PCs, laptops, docking stations and VoIP phones-System imaging and OS upgrades (Windows 7 to Windows 10)-Repaired and replaced problematic PC components such as hard-drives, RAM, etc.-Remediated basic networking issues such as TCP/IP, DNS and DHCP misconfiguration-Performed remote assistance via TeamViewer, RDP and TightVNC clients-Managed software licenses and installations for Adobe Suite, Office365 and Forticlient products-Maintained company-wide inventory for all desktop and laptop computers using MS Sharepoint-Created new users, set file permissions, performed password resets and account unlocks in MS ADS-Assisted the network manager with deployment of networking equipment and server upgrades

Worked as part of a team in a fast paced restaurant environment and independently as a delivery driver handling customer orders, food prep and cash/receipts.

Worked independently and as part of a team on the twilight sort shift from Summer 2012 to Summer 2013 at a large processing facility