I serve as a Technical Support Team Leader with a multifaceted set of responsibilities that encompass both the daily oversight of my team and the strategic enhancement of our support functions. First and foremost, I guide and motivate a group of specialists, assigning tasks based on skill sets and workloads while fostering a collaborative environment rooted in open communication and professional growth. Through regular one-on-one sessions and team meetings, I help ensure that everyone remains on track, expands their technical expertise, and feels supported as we deliver top-tier service. At the same time, I handle escalated hardware, software, and network issues that require advanced troubleshooting, collaborating with internal and external resources when specialized attention is needed, and thoroughly documenting solutions to enhance long-term efficiency.My responsibilities also involve managing the deployment, configuration, and upkeep of our organization’s technology infrastructure. This includes overseeing system imaging procedures, scheduling operating system patches, and ensuring device lifecycle management aligns with reliability and security standards. By proactively monitoring performance and anticipating updates, I reduce disruptions and guard against vulnerabilities. Service and process improvement guide much of my decision-making: I regularly evaluate ticket handling procedures and knowledge base content, streamline communication channels, and implement targeted fixes that cut resolution times while improving user satisfaction. My ultimate goal is to minimize downtime, boost productivity, and maintain a positive perception of IT support.

Help desk ticketing system (osTicket)-Created environment in Azure (compute) to install and configure osTicket-Performed initial administrative setup of osTicket (users, groups, SLAs, help topics, etc)-Created, triaged, and resolved mock tickets in lab environment

Served as a Patient Care Technician in a fast-paced healthcare environment, providing hands-on patient care while simultaneously offering frontline technical support to ensure smooth operation of healthcare information systems. Utilized strong communication, clinical knowledge, and troubleshooting skills to enhance the quality of patient services and support the IT needs of nursing staff, physicians, and other healthcare professionals. By combining patient care experience with foundational IT support skills, this role ensured seamless day-to-day healthcare operations, enhanced patient outcomes through reliable technology systems, and set the groundwork for a transition into broader IT field support roles.