Be first point of contact for university staff, faculty and students seeking technical assistance over phone, chat, in-person or self-service portalAnalyze user request/incident/problems and provide feasible/workable solutionsDevelop, review and publish internal and external KBAs, technical training material and other service desk documentation.Manage service desk inventory and IT assets.Specify, purchase/acquire and test computer hardware and softwareManage hardware lifecycle, from provisioning and deployment through decommissioningManage user access, access levels and access point schedules for entire campusSetup, image and support all corporate units.Perform regular maintenance, testing and provide support for classroom equipmentProvide walkthrough of classroom equipment and onboarding process for all staff and facultySetup and takedown of AV equipment for lectures, events and special need.Provide AV support for university events and perform post production after the eventsManage enterprise network by terminating/running LAN cables, APs and manage VLANs

• Emulated customer problems or difficulties and provided them with possible solutions• Communicated with computer users experiencing problems and documented the problems experienced• Consulted multiple guides, forums, manufacturer websites and manual to research and implements solution to customer laptop/desktop• Provide tutorial to customers on various software• Do inspections and hardware diagnostics on the machine• Setup customer laptops/computer as per customer needs

• Performed black box testing of Crestron controllers and other AV and Classroom devices.• Adept in video editing using adobe suite tools like premiere pro and aftereffects.• Executed the rewiring and configuration of switches throughout the university campus.• Performed the entire set-up for live streaming of lectures and controlled the live stream with the help of AV mixer and tools like OBS software.

• Updated and Maintained College website.• Performed diagnoses and checked computer and classroom hardware and ensure functionality.• Installed and configured appropriate software and functionalities according to the specifications required.• Performed root cause analysis of any classroom hardware failure.• Created and updated software manual.• Organized and scheduled upgrades and maintenance.• Performed switch reorganization and rewiring.• Provided Audio/Video support to various institutional events.• Performed Audio/Video post-production after the events.

• Conducted proof of concept for vulnerabilities found by automated scanners using CVE, CVSS• Examined behavior of firewall and different attacks and provided report to SigDev team.• Troubleshooting & Resolution of Critical application downtime & updates• Resolution of IT Tickets and escalations given by associate engineers.• Coordinated between teams in resolution of issues and task.• Provided executive client support for company product