Assist on day to day business with MSP to ensure all SLAs are met. Work with local projects based on business ITSM neccesities. I create and administer user accounts as needed on the contracted projects and maintain security of their user network accounts. Adhere to projects continous needs in Active Directory, Microsoft Entra ID Azure Active Directory and Intune and O365. Creating and maintaining mailboxes and Distribution Lists. Administer AD accounts using Powershell, and gathering database reports with SQL. I assist with Technical Recruiting application reviews for specific project needs to build and facilitate continuous network and technical support.

Managed IT infrastructure projects in a fully cloud-based Azure M365 environment, leveraging PowerShell for automation and optimization. Led a project to disable inactive accounts, utilizing Microsoft Purview for eDiscovery, with files stored in SharePoint and Azure Blob. Directed the installation of Neat Bars in conference rooms, enabling seamless Teams/Zoom communication through backend scripting, meeting all deadlines. Developed scripts to remove disabled users from distribution lists and M365 groups, improving data integrity and security.Conducted audits to identify and remove unused groups, coordinating with owners for validation. Created scripts to update email domains, ensuring minimal disruption by setting the old domain as a secondary alias. Oversaw the help desk, managing tickets, adding new employees to the network, and resolving technical issues efficiently. Analyzed and reduced global admin users, creating nested groups for Privileged Identity Management (PIM) access, enhancing security.Supported store technology, including POS systems and WiFi, using Fortinet for port checks, ensuring operational efficiency. Assisted managers with computer issues and maintained conference room operability for key meetings, demonstrating proactive problem-solving. Coordinated with cross-functional teams and stakeholders to ensure project alignment. Documented all processes, creating Standard Operating Procedures (SOPs) for knowledge transfer. Leveraged Power Automate to streamline scripts for future efficiency and maintained clear communication with team members to ensure accountability.

Assisted in every and all IT related hardware set-up needs for workers of SXSW so that they may function smoothly throughout the event.

Provide experienced technical assistance and support for Austin Energy employees for applications and hardware problems. Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals. Document, install, maintain, move and assist in testing and upgrading new and existing hardware/software. Maintain the necessary security controls over software and network i.e. Active Directory, Azure, Intune, and Exchange Admin. Supports and maintains user account information including granting access rights, security, and system groups using Powershell scripting. Perform basic operation, monitoring, installing troubleshooting, relocating, or maintenance of communication equipment. identify and resolve basic communication problems. Show awareness of standards and regulatory requirements related to assigned tasks. Has an understanding of EIR Accessibility technical standards and interoperability with assistive technologies by people with disabilities.

Work through support tickets based on urgency and importance that are submitted through the school district. In charge of 2 elementary schools and occasional middle school along with admin office and travel amongst them as needed. First being the student as they need tools for continual learning, then it’s administrative offices downward from district directors, principals and to the district staff level. Image computers Dell, Google tablets, MacBooks, and iPads. Replace and or fix faulty equipment from all provided district peripherals. Reset server switches and thermal monitor system. Troubleshoot mouse, keyboard, monitors, etc. Also assist with elementary front office daily duties. Answer school security video monitor for security of students. Run security checks on visitors. Assist with any and all additional technology assigned duties schools require to maintain continuance of student education including all staff training and presentation. Inventory all staff and student technology equipment. Replace faulty network drops as needed.

As an Network Security Administrator (NSA) employee, I manage network accounts and security administration within Microsoft Active Directory all while promoting and conforming to security policies and procedures. All requests are processed through an eMAC (Moves/Adds/Changes)system, which are divided amongst the Texas region. I oversee Main Offices (State Office) eMAC requests which encompasses Directors, Executives and VIPs. From those requests I support account creation and terminations, network systems account administration, assigning permissions on servers, creating and maintaining spreadsheets, providing reports using Powershell. Processing service request work orders from an assigned queue, issue login and password credentials, monitoring and processing email from various mailboxes. For all requests outside of the Identity Access Management scope. Trained to identify supporting teams and groups duties so that correct owners are assigned to provision their portion of the request. I create and provide access to secured mailboxes using Microsoft Exchange O365. Communicate with members of the IT Operations Teams across the state, along with inter-agencies. Respond to Office of Information Security requests when there are network breaches. Monitor and follow up of trouble tickets with other support staff and vendors with the web-based BMC Remedy ticketing system. Provide customer service and troubleshooting steps to users or supporting IT with access related problems. Other duties include Assisting supervisors and users how to request access Create/Deprovision/Manage Network account with and without exchange Create/Deprovision/Manage Network account with exchange on litigation hold Litigation hold maintenance, Manually perform AD updates for transformed users in DFPS domain.

As a member of the HHSC CHD IT Customer Service Help Desk telephone hotline I was a Network Troubleshooting Analyst. I am the first point of contact whom would provide first level technical support. I've worked on both sides of the help desk IEE(Integrated Eligibility) & CHD (Consolidated Help Desk). Perform security access administration functions and identify situations such as LAN account login issues, whether it be assisting with unlocking of accounts in active directory, LAN account password resets along with O365 mail exchange. Work on multiple support applications for multiple issues at one time. Identifying whether LAN and/or O365 accounts have access to certain shared folders, mail boxes and/or servers using active directory. I maintain technical expertise on hardware, software, network configurations, or peripherals using various methods and assist with technical problems for callers regarding agency (HHSC, DADS, DSHS, DFPS etc.) hardware, software, and/or network issues they may be experiencing, and keeping a first call resolution mind-set. If not resolving an issue I am creating issue tickets for calls that may need to be directed to the appropriate department, local site and/or other support groups to be resolved. Security verification of all callers and notate information, albeit software functionality, password resets and any other issue(s) that may arise. My other duties include answering Service Desk Email Box, creating tickets in a timely manner and designating them to the corresponding assisters and providing them with a ticket number to check status updates. Provide after hours and weekend support in weather crisis. Participate in user acceptance testing prior to deployment of new hardware and software. Train, assist and uphold SOP guidelines with new hires.

I supervised a team of approximately 30 Technical Support agents on the highest tiered Line of Business in the FedEx account. Provided agents with Quality Evaluations and coaching, conducted 1 on 1 review and coaching on a weekly basis; Administrative duties included submitting payroll data, communicating scheduling requests to workforce management, processing employee terminations and promotions, and other miscellaneous duties as required by the company and account.

Consulting and training duties included making contact and establishing rapport with customer, consulting on customer's shipping needs and training them on the appropriate software solution such as online or software based shipping, online billing, tracking, reporting and shipping administration. I aided with the Spanish Queue, communicated with FedEx Software Solutions partners and account representatives regarding status of training's.

Tech Support for Comcast vendor call center trained and excelled in the three services offered: cable internet and telephone. Built rapport with and assisted customers in troubleshooting, maintaining & establishing service connectivity, internet connectivity with and without peripherals, along with telephone connectivity and all other device related assistance that Comcast offered as a service. Handled with great scrutiny, sensitive account customer data, reached the meeting requirements that customers need and informed customers of account future history and status.