worked supporting a department of homeland security customer.active directory experienceProvided first and second line of support to users via ServiceNow, email, phone, Microsoft Teams and through other channels.Maintained technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting within our knowledgebase. Assist with offboarding IT equipment as required.Assist with password resets as needed for user accounts and timekeeping through the ticketing system.Answering phone requests and assisting users with requests for password resets or general questions.Identify and escalate more complex problem reports or service requests to next tier of support as appropriate. Complete work order tickets, including ticket creation at the time of initial problem report/service request.

• Meet SLAs/deadlines on data eradication and destruction and assisted with data center side projects.• Troubleshooting issues that may arise during drive processing and problem solve for physical andlogical discrepancies.• Documented all reported problems and their corresponding resolutions through a tracking program, maintaining a comprehensive knowledge base for future reference and process improvement.• Responded to trouble tickets submitted by end-users through 2 proprietary ticketing systems, which were SLA and priority-based, and efficiently analyzed the reported issues todetermine appropriate solutions. Investigated software, hardware, and component-related problems totroubleshoot and resolve issues promptly• Logical tracking through a ticketing system the chain of custody of sensitive storage media, workingwith breakFix and siteOPS• Documented inventory, tracked maintenance tasks, and maintained accurate records.

• Installed and maintained hardware, including rack/stack installations and cable routing, termination, and structured cabling. Conducted troubleshooting, testing, decommissions, and cable removal on devices such as Cisco layer 2 network devices and Dell Isilon storage devices.• Managed infrastructure, Hands-on hardware support, and computer hardware projects• Regularly provided status updates to program management and contributed to customer status reports, keeping stakeholders informed of ongoing support activities and issue resolutions.• Provided on-site system support post-deployment, ensuring a seamless transition and offering immediate assistance to end-users during the critical phase of system implementation.•Performed remote hands support (e.g. power cycles, physical environment, and cabling inspections, swap out failed components, hardware upgrades, testing of copper and fiber cables, handling storage media, and troubleshooting).• Maintained detailed documentation of all troubleshooting activities, including problem diagnosis,resolution steps, and outcomes, ensuring a comprehensive knowledge base for future reference andcontinuous improvement.

-Identify and delegate responsibilities to shift leaders and staff to ensure objectives are meet and excellent service is consistently achieved-Create a positive guest experience by delivering a high level of service and ensuring all staff engage guests to understand their needs and exceed expectations-Solicit guest feedback to understand the needs and wants of customers-Train and coach staff on guest services principles and practices, while identifying employee weaknesses and retraining -Monitor and maintain the Micros POS System-Assist in any areas of the restaurant when staffing constraints require