**Windows Desktop OS Management:** - Managed OS images, implementing best practices, hardening measures, and overseeing driver/BIOS control.**Group Policies and Active Directory Support:** - Created/modified group policies, supported Active Directory in end-user environments.**Hardware Deployment and Troubleshooting:** - Deployed hardware, managed tickets, and troubleshot networking issues.**Security Patch Management:** - Prepared, distributed, and deployed critical security patches.**Vendor Engagement:** - Engaged with vendors for timelines and impacts of new hardware.**Application Coordination:** - Collaborated with app owners to test standard applications on new Windows OS releases.**Device Management Leadership:** - Led device management, maintained documentation, managed workflows.**Technology Trends:** - Stayed updated on vendor solutions and tech trends.**Customer Service:** - Utilized customer service skills to build relationships with IT customers.**Networking Issue Resolution:** - Identified and resolved networking issues, minimizing downtime.**Patch Management:** - Ensured timely deployment of updates, maintaining security.**Virtual Server Backup Management:** - Oversaw and maintained backups using Datto.**Disaster Recovery Planning:** - Designed and implemented disaster recovery plans.**Azure Active Directory Administration:** - Administered Azure Active Directory accounts.**Active Directory Administration:** - Managed Active Directory user/group accounts, implemented policies.**Windows Server Management:** - Managed file/print services, configured DNS, used Hyper-V.**Project Management:** - Oversaw projects from start to finish, managing budgets and feedback.**IT Equipment Acquisition:** - Supported IT equipment research and acquisition for end-users and projects.

**Global Technical Support:**- Supported macOS, Windows, Linux, iOS, and Android for Meta employees worldwide.**Mentorship and Training:**- Mentored new hires, delivering training and fostering skill development.**XR Support Leadership:**- Led XR support for the Helpdesk, troubleshooting Quest devices and implementing SOPs.**MDM Implementation:**- Configured and troubleshooted MDM using MobileIron Cloud, Apple DEP, and Chef Automator.**Process Automation and Improvement:**- Identified opportunities for automation and improvement, increasing efficiency.**Tool Development and Testing:**- Collaborated with stakeholders to develop and test new internal tools.**Incident Management:**- Identified and escalated high-impact issues for prompt response.**Technical Documentation:**- Created documentation for technicians, engineers, and end-users.**Data Center Support:**- Provided support in data centers, resolving incidents and improving processes.**Performance Reporting:**- Used data analysis to develop initiatives for Enterprise Operations services.**Project Management:**- Managed IT components for new data centers/offices, relocations, and mergers.**Stakeholder Collaboration:**- Traveled to Meta locations for support and stakeholder collaboration.**Health and Safety Compliance:**- Complied with Meta's Health and Safety and Equality policies.**Customer Relationship Management:**- Developed strong customer relationships.**Escalation Process Improvement:**- Streamlined the escalation process to minimize downtime.**Training and Knowledge Sharing:**- Conducted training and contributed to the knowledge base.**Global Support Model:**- Developed a global support model for XR programs.**Team Leadership:**- Led a team of three full-time employees and twenty contingent workers, ensuring SLA compliance and driving improvement.

**Infrastructure Management and Optimization:**- Collaborated with U.S. site support technicians to ensure efficient daily operations, project implementation, and local infrastructure maintenance.- Maintained and optimized network and plant technology environments, including Cisco switches, routers, wireless connectivity, AV equipment, VOIP telephony, and plant equipment.**Enhancements and Strategic Alignment:**- Recommended and implemented infrastructure enhancements.- Aligned plant technologies with business objectives, guiding solutions for evolving requirements.**Technology Assessment and Trends:**- Assessed new technologies to identify operational improvements.- Stayed updated with industry trends and best practices.**Technical Support and User Assistance:**- Provided comprehensive IT support, maintaining Microsoft Windows OS, networking, data storage, and printing/scanning systems.- Assisted users via phone, email, ServiceNOW, and remote desktop tools.**Device Configuration and Account Management:**- Configured, installed, and imaged desktops and laptops for new and existing users using MS SCCM OSD and manual methods.- Administered user accounts in Active Directory, Exchange Management Console, and Office 365.**Project and Vendor Management:**- Main on-site contact for two subsidiary sites, supporting over 300 users.- Managed vendor relationships and IT projects, including a $102,000 VOIP upgrade.**Knowledge Sharing and Process Improvement:**- Increased Self-Service tickets by 46% in FY19 with Knowledge Base articles in ServiceNOW.- Supported 4,000+ users and managed the ServiceNOW ticketing system.**Cross-functional Collaboration:**- Collaborated with teams to implement IT infrastructure upgrades and enhancements.- Identified solutions to meet evolving business requirements and improve IT infrastructure.

Provided Level 1 support to Credit Suisse employees.

Provided technical support and world class customer service to the end user by phone and interactive chat. Assist end users with their diverse IT needs. Deploy Software with SCCM, report and monitor outages via the Network Outage Center (NOC), and provide remote assistance via Webex. Perform extensive troubleshooting with Microsoft applications, Windows and Mac Operating Systems, Mobile devices, IBM mainframes, Active Directory accounts, VPN, VMware, Desktop as a Service, VoIP configuration, and various web based applicationsTier II duties included: Being assigned escalated tickets for further troubleshooting; Analyze complex issues, identify problems, and develop and implement logical conclusions and effective solutions; Collaborate with team members and implement new effective ideas; communicate with Tier lll and Field Support Services about resolutions; and assign escalated tickets for further troubleshooting with detailed notes before sending to a resolver group. Additional responsibilities include: assistance in managing the Government Business Division chat service by maintaining Service Level Agreements and generating reports as well as assisting with interactive chats; traveling to on-site locations to set up and image PC’s; the training of new hires; providing advice and guidance on the Enterprise Service Desks policies and procedures; documenting and creating Knowledge Base articles; completed ITIL training; Quality Assurance with auditing field support technician tickets; and the observing and reporting of any HIPAA violations.

Tasked with maintaining ship or company military supply stores. Responsibilities generally included purchasing and procurement, shipping and receiving, and issuing of equipment, tools, consumable items and anything else obtained through the naval supply system. -Other job duties include; open-purchase, inventory, screen, procure, receive, store and issue material and replace repair selected components. Utilized financial accounting and database systems to perform inventory and financial management functions. The sorting and distribution of all official and personal mail, managing money orders and stamp inventories, and maintain financial and inventory reports.