Supporting GE Aerospace

Provided tier 2 and 3 technical support for a wide-range of businesses in MichiganInstallation and configuration of Unifi network equipmentDeployed Hyper-V servers and VMs for an engineering sandbox lab.Deployment of email security and archiving systems such as Avanan and DropsuiteAdministering the configuration, regular maintenance, and updates of Synology NAS solutionsCollaborated with external partners to establish VPN tunnels, utilizing Watchguard and Meraki firewallsExecuting the installation of SSL certificates on web-hosting environmentsManaged public and internal DNS configurationsLed print server migration projects to new systemsCreation and auditing of Group Policy Objects (GPOs)

Provided technical support and troubleshooting for a multitude of clients around MichiganAchieved and sustained high levels of customer satisfaction by closing 30-45 tickets on a weekly basisHandled IT outages, implementing effective solutions to restore services rapidly.Streamlined user provisioning and deprovisioning processes in Active Directory, maintaining optimal access levels and security compliance.Administered VOIP tools such as Ring Central, 3CX, and Microsoft TeamsManaged email services including Microsoft Exchange Online + On-Prem, G-Suite, BarracudaSupported a large range of niche professional software applicationsDeveloped and maintained IT documentation using IT GlueEnsured client end-devices and servers have the latest patches

Delivered Tier 1 technical support to over 25,000 civilians, government, and military personnel, ensuring high satisfaction and resolution rates. Skilled in a broad range of applications including Microsoft 365, Windows 10, Pulse/Juniper VPN, Solarwinds Dameware, Citrix Workspace, VMWare, and Active Directory, enhancing operational efficiency and user experience. Performed password resets, certificate installations, maintaining system security and user access. Utilized knowledge base for reference and guidance, improving resolution speed for complex issues. Conducted browser resets and application cache clearingExperience with ITSM Remedy and ServiceNow ticketing systemsUpheld security clearance to safeguard data integrity and adhere to government regulations

Provided assistance for the Human Resources DepartmentPerformed various administrative functions, including filing paperwork, delivering mail, sorting mail, and office cleaning.Conducted reference checks for the hiring process.

Performed interviews Filmed b-roll for local and school eventsCreated scripts, videos, thumbnails, ads, voiceoversWorked hands-on with professional-grade studio equipment