In my current role, I provide comprehensive technical support and system administration across multiple sites, assisting with transition issues, asset management, and system integration projects. I manage hardware decommissioning and mobile device reclamation, collaborate with teams on Microsoft Authenticator and Okta deployments, and troubleshoot network-related issues. I also contribute to strategic IT initiatives, including integrating new pharmacy locations into the Elevance Health network and supporting key business operations through monthly technology meetings. My expertise spans a variety of platforms, including SCCM, Intune, CyberArk, O365, SharePoint, and ServiceNow.

As an IT Specialist with extensive experience, I deliver high-level support and administration across various IT systems and platforms. I provide White Glove Support to C-Level Executives and Sales Representatives, ensuring seamless technology experiences. My expertise includes managing O365, Intune, MDM, and Verizon Business accounts, along with asset management and network analysis. I work closely with network teams to address VPN, ports, and internet issues, and handle VoIP/Mitel systems and Print2Fax solutions. Additionally, I am skilled in imaging, deploying, and ordering devices (HP & Dell), and supporting both iOS and Android platforms.I have led and contributed to critical projects such as the integration of new pharmacy locations into the Elevance Health network, and asset management during major transitions. My role involves troubleshooting complex technical issues, supporting SharePoint sites, and participating in strategic IT meetings to drive business outcomes.

Hybrid schedule of on-site and remote end user troubleshooting Use Service Desk plus as our ticketing system and resolve 8 - 15 daily tier 1 to tier 3 level tickets Answer 50 calls a day from internal users and escalating requests to proper departments Okta and Zimbra admin Follow company security network protocols and procedures as well as HIPAA Compliance when working with patients Remote Printer and Fax troubleshooting working closely with Telecom department and troubleshoot of Cisco PolyCom Desk Phones

• Performed O365 Licensing, Distribution List creation and modifications, and Sharepoint Analysis• Worked with Team Members in the US and Internationally (Dubai, Singapore, UK, Germany, Hong Kong, Australia, India). • Resolved issues using remote hardware and software application issues related to Microsoft Office, Exchange / Office 365, Active Directory, Citrix, VPN, Windows / MAC OS, Internet Browsers, Mobile Device Management etc, utilizing remote control technologies to support the customer’s needs. • Provided Induction (Setup users for using their new PC’s when coming on board. 2FA, Putting PC on Domain, Software installs, and facilitated shipping of replacement hardware(Pc's, Docking Stations, Monitors)• Answered inbound and made outbound phone calls pertaining to customer inquiries, status checks / ticket escalations in efforts to assist customers in a timely manner.• Detailed, and concise documentation (including customer communication, troubleshooting & resolution steps) in Service Now to ensure high-quality work. Created Guides to assist Team Members in not only resolving issues but contacting the Service Desk.• Researched and Analyzed tickets assigned to me in order to stay current with ways to fix the issues that were reported on a consistent basis.

Helped configure and assemble user workstations making sure all hardware and peripheral devices were securely set and up to company standards. Ran field support for entire hospital working on at minimum 3 to 4 different workstations daily. Disassembled computer and printer/fax systems to troubleshoot and resolve hardware issues. Documented repair processes in detail using notes in ServiceNow Ticket system when working on users machines and closed about 20 tickets daily. Backed up data for disaster recovery and allowance data restoration using cloud based services such as Outlook to help save and or restore user data files Maintained, updated, and upgraded software\hardware\firmware to maximize uptime during routine maintenance. Assisted Team Members by providing technical support by being onsite, phone, email, and desktop sharing. Supported over 5000+ users in multiple locations during companywide Active Directory migration where hospital was moving from one OS to another Used applications and services such as Microsoft, Azure, Office 365, File Explorer and RDP to remote into users devices, troubleshoot basic software and hardware issues and resolve tickets

Image/Re-image, clean, package and ship orders of PCs and Laptops meeting order deadlines ServiceNow Ticketing: Assigning, resolving, and routing. As well as documenting Team Member issues and inquiries for use in technical documentation, bug tracking, and Knowledge Base creation\updating. Provided on-site technical support during project implementation and advised project managers of changes, and upgrades Provided Technical support to other tech support teams from other companies. Processed requests, supply orders, that were used in ordering materials, equipment and supplies. Created spreadsheets, invoices and estimates using SAP software. Operated standard warehouse equipment(Pallet Jack, Forklift, Inventory control software) in assisting with loading and unloading of deliveries. Communicated with vendors to obtain replacement hardware\software and to escalate more complex concerns. Image PC using USB Drive. Worked with government contract and met weekly deadline orders of 200+ re-imaged laptops and PCs. Tested Hardware equipment on daily return shipments.

Worked with HR and System Admins to create new user accounts and credentialize new user profiles by adding users and devices to correct OU groups using ADM software as well as Microsoft Azure LSAT ToolsSupported all Orlando Health Offices and hospitals surrounding central Florida for a total of bringing support to over 15+ offices, hospitals, and building providing support to all Internal Healthcare personnel Oversaw patient facing patient portal support application and followed HIPAA Guidelines in communication with patients for access to online medical records Researched issues on various computer systems, databases, Operating systems(Tablet, Desktop, Mac and mobile) to determine resolutions to problems and answer inquiries. Researched, documented, and escalated support cases in need of higher level support and would re-route or create tickets using ServiceNow Managed user profiles, security access and shared file structures. Reviewed current hardware and software configurations and recommended modifications to increase system efficiency. Average of 30 or more daily inbound\outbound calls and 10-15 daily servicenow tickets