 Install, configure and maintain workstations including computers, monitors, docking stations and other paraphernalia, Act as IT Lead support for 5 states and provided technical support nationally. Provide technical support for hardware and software via chat, email, phone and in person. Provide remote support via programs such as Helpdesk, LogMeIn, Any Desk, TeamViewer and Screen Meet. Reimage and setup devices, configure per company standards Provide network support and computer configuration to sites during transitions and takeovers.  Troubleshoot network issues onsite and at admin offices, provided resolutions and recommendations based on diagnosis. Utilize AD OnPrem/Azure/OKTA/Google Workspace to create and manage end-user profiles including passwords resets and Multifactor Authentication. Utilize Microsoft portal to created profile and assign subscription licenses to user profiles based on requirements Capable of managing incident tickets via Jira and Service Now based on SLA or Managed Services agreements.  Substantially increased the security and performance of the company’s systems by adhering best practices and observing company policy on PII [Personal Identifiable Information]. Assist printer vendors with IP Address to configure network printers, and setup user profile for network folder scanning.  Act as custodian for company check signature, tasked with securely assigning signature to accountants and to third party vendors. Onboard new users and provide training for company resources Configure corporate VPN - FortiClient

 Utilized Access Management Systems 5520 (AMS) to provision and troubleshoot Nokia and Alcatel_Lucent ONT (Optical Network Terminal) for data (Internet), phone (VOIP) and video (fiber optic) service. Utilized NetNumen U31 Network Management Solution (NMS) to provision and troubleshoot ZTE ONT (Optical Network Terminal) for data (Internet), phone (VOIP) and video (fiber optic) service. Provisioned and troubleshoot Alcatel and Cisco Switches for data (Internet), phone (VOIP) and video (fiber optic) service Utilized Cognito Forms ticketing system to retrieve, process and track tech tickets. Utilized Intermapper Network Monitoring and Mapping Tool to obtain detailed information on network topology and mapping for Cisco switches. Provided technical support to field technicians and fiber technicians to diagnose and resolve outages for data (Internet), phone (VOIP) and video (fiber optic) service via telephone, ticketing system, email and internal messaging. Utilized JIRA Project Management Tool to escalate and track unresolved trouble tickets to Network Operation Center (NOC). Utilized CommView (CommSoft) Software to retrieve trouble tickets and service orders for provisioning, troubleshooting and updating customer records. Served as primary support liaison between departments (Media Room, NOC and Customer Service.

 Performed installation, configuration and maintenance for Windows 10 Operating Systems for desktops and laptop computers for over 3 thousand devices within Gwinnett County School system. Utilized Altiris Solutions Support Management 8.0 – Symantec for hardware/software inventory control management, remote control access, device discovery and topology mapping, operating system software/patches/updates/applications image deployment and management, service and asset management lifecycle and incident management.  Provided on-site technical support to remedy break/fix incidents and maintain applicable computer related technology and AV peripherals as assigned via walkup, incident ticketing system and email. Monitored ticketing system and applied timely responses and updates through helpdesk trouble ticketing system.  Utilized Active Directory to assign policies to objects, users and groups as well as password reset as designated by Gwinnett County Public Schools. Installed and maintained Microsoft Office Suite and IBM Notes

 Utilized System Center Operations Manager (SCOM) to monitor and control Data Center for Surveillance Broadcast (SBS) Monitor server center hosting Automatic Dependent Surveillance Broadcast (ADSB) data primarily used for Air Traffic Controllers (ATC). Performed implementation, installation and configuration for server expansion project to eliminate bottleneck and increase data speed for ADSB data network, based on three NOCC divisions [AOCC, MOCC and POCC] Developed technical handbook to document and delineate all processes for the functionally and operations of the SBS Monitor for daily duties and training manual for new hires. Performed management, planning and deployment of operating system software upgrades, fixes and patches to the server center. Supported Air Traffic Control Officers with access to SBS Monitor data throughout the NAS (National Airspace System) for each regional Network Operation Control Center (NOCC) with daily operational functions. Configured conduit and added users to Access Control List to provide access to SBS Monitor website Utilized Active Directory to allow access to users and rest password as needed. Utilized Wireshark to collect and analyze SBS data prior to sharing data with other FAA groups.