Handled triage for multiple clients, ranging from simple computer issuesto admin portal reconfigurations and server troubleshooting.Administered Microsoft 365 for most KIG customers, including email,SharePoint, and Entra ID device enrollments.Created documentation and procedures for users and technicians toadhere to, helping facilitate standardized solutions.

Refreshed hundreds of outdated/obsolete printers in employee offices, patient exam rooms, andreceptionist areas within the clinic, as well as helping to lower the footprint of printers aroundcampus by combining devices in shared work areas.Assisted with cable management in an ergonomic-based project to replace users’ physicaldesktops/laptops with sit/stand desks which allows the users to either sit or stand while working.Utilized ServiceNow to retrieve assignments for user requests related to hardware/softwaresetup, troubleshooting errors on existing configurations, and providing guidance and training tousers who request assistance.

• Provided desktop/network technical support as well as software and account support for users at the corporate technical center, as well as all users at all U.S. based manufacturing plants and satellite offices (approximately 10 locations).• Maintained print server and printer shares, assisted in recordkeeping of software licenses, and created documentation for support functions to assist future technicians.• Researched current/future technology, maintained corporate hardware/software inventory (including network infrastructure), and procured new products as requested by users in ServiceNow.

• Created/Modified/Deleted user/computer accounts in Active Directory and SCCM• Provided top tier desktop support to 600+ users with a focus on customer satisfaction• Upgraded hundreds of Windows 10 machines from 1809 to 1909 then to 20H2

• Handled workflow via Remedy throughout the region while handling up to 75+ tickets during a normal work week ensuring integrity in handling of sensitive PII data.• Managed 250+ Windows 7 to Windows 10 OS migration project with 100% completion and 0 errors to minimize network connectivity downtime by ensuring latest software patches.• Migrated over 4,000+ employees statewide to telework due to COVID-19 Pandemic creating a more secure mobile workforce utilizing O365 Azure AD for easy network management.

• Provided 24/7 support via rotating shifts to ensure 100% network, software, and hardware support was provided to each client with 100% service ticket completion. • Utilized networking, security and remote tools such as Cisco Meraki, LogMeIn, Bomgar and Symantec combined with technical & analytical skills in order to close out 150+ tickets weekly with 0 errors. • Handled escalated ticket requests within my team and resolved 95% of them without requiring Tier II/Tier III support.• Administered O365 and Azure AD to safeguard user account information, check cloud environments, network redundancy, and various cloud tools.

• Programmed and configured 20+ Cisco switches utilizing PuTTY & Telnet in order to restore network services to each industrial sector throughout the 4+ million sq. ft factory. • Tested and configured MPLS connection from corporate facility to factory while troubleshooting backup Verizon cellular SD-WAN connection to ensure redundant failover methods. • Adhered to OSHA regulations and safety requirements in order to provide software & hardware support to factory machinery in order to ensure employee safety along with state/federal regulation compliance.• Managed & administered 200+ Dell WYSE terminals ensuring network connectivity from the zero-client to the Citrix VDI environment.

• Audited Cisco firewalls & switch stacks as well as managed service desk ticketing system and customer inquiries via Track-It! software. • Designed and spearheaded the new DNS & IP address scheme for the entire company and systematically installed/managed LAN, WAN, bridges, switches, routers & gateway devices.• Designed a Unified Messaging Platform by integrating e-mail, voicemail and fax communications into one singular repository, which increased employee efficiency by 50% company-wide. • Upgraded and converted disparate network topologies of recently developed business acquisitions to standardize policies & procedures that encompassed the newly created organizational structure.