• Provide first/second level contact and problem resolution for customer issues• Monitor ServiceNow ticketing system for unassigned tickets, request and INC• New hire setups, configure and deploy new hire hardware, and mobile devices• Mapped network drives, add permissions, add network printers, and install requested software• Diagnose, troubleshoot, and resolve network issues, connections, firewall, router, and switch• Knowledge of HIPAA regulations and Healthcare-specific policies and procedures

• Monitor network devices, interfaces and applications through intelligent devices and automatedprogramming as directed• Create and process routine incidents, change request and work orders• Engage and assist resource and repair teams with outages, and alarms to reestablish productionservices• Manage timely ticket updates• Isolate and correlate multiple customer issues identified with alarms / alerts received toeliminate duplication of events as instructed

• WFH Helpdesk support• Greet customers with a positive and calm energy and thoroughly walk them through troubleshooting steps • Managing M365 cloud services, e.g., (Teams, OneDrive, SharePoint, Azure AD, etc.)• Managed SSO accounts, devices, folders, and permissions in AD • Diagnose, troubleshoot, and resolve network issues, connections, firewall, router, and switch• Added users to groups, roles, distribution list, created mailboxes, and granted permissions

• Log and update ServiceNow Help Desk tickets daily using ITSM solution ensuring they are properly documented including description, troubleshooting, and resolution.• Manage all operating systems and end user systems, including initial set ups, migrations, and file transfer• Manage and support SCCM, Oracle, AirWatch, and Office 365, Bitlocker Encryption, MacBook• Creating and maintaining records to track IT assets, purchases, and change-management• Deploy regular updates to Windows, Servers, and Firewalls • Manage and maintain Kiosk, FIDs, GIDs, DIDs, and boarding pass & bag tag printers• Support AV, network, computers, printers, airlines related peripherals and software

• Frontline customer support, hardware & software troubleshooting to 1500+ GE clients• Walk up IT lounge, juggling customer and product issues with a genuine sense of urgency• Routing issues as needed - if we cannot fix, we help find the right team who can assist• Manage Service Now ticketing que for local and remote request• Asset management, Software licensing management, and hardware ordering • LAN/WAN network configuration and troubleshooting, as well as VPN client connectivity• Administer and maintain SSO accounts in Active Directory. • Configure and setup security and mail apps on mobile devices• Troubleshoot Office365 applications, Skype for Business, Video Conference setup/install

• Asset management for salesforce’s local and remote employees. • Provided internal technical support for PC, Apple and Linux Machines• Utilized Salesforce’s Supportforce.com cloud site, ticketing queue. Also manage productivity, projections and asset transactions. • Daily imaging for asset swaps of Dell laptops and desktops with Window 7 /8/Linux. Macbook pro’s, and Mac pro’s with Yosemite 10.10 OS X (Casper Imaging).• On boarding new hires, and setting up their new equipment• Data transfers during one on one asset swaps, install licensed applications, PST files, bookmarks, import RSA tokens, map network folders, VPN, set up Crashplan pro back up utilities, and configure disk encryption. • Install & track software licenses, and hardware inventory.• Other responsibilities include, Active directory management, RAM upgrades, HD wipes, password resets, shell swaps, SSD HD upgrades, cisco VoIP phone configurations, remote swaps, and general troubleshooting.