• Actively monitors workflows, identifies recurring challenges and bottlenecks, and documents opportunities for improvement, leading to increased efficiency and productivity.• Proactively diagnoses and resolves IT issues, preventing system downtime and ensuring peak performance, which reduces operational costs and enhances user satisfaction.• Utilizes strong prioritization skills and escalation procedures to resolve critical issues swiftly and efficiently, minimizing disruption and maintaining business continuity.• Provide support to Jira users: This includes helping users create tickets, tracking their progress, and resolving issues they may encounter with the system. • Provide ongoing user support and troubleshooting to efficiently resolve user access issues, password resets, and account lockouts. Troubleshoot login issues, application permissions issues, and Active Directory-related errors. • Develop reports and dashboards to track user activity and storage usage while managing user access and permissions. Use data insights to optimize storage usage, identify user trends, and accelerate adoption of Box features.• Use monitoring tools like Extrahop to discover operational efficiency and security vulnerabilities. Identify resource usage patterns and potential security risks.

• Conducted thorough hardware and software troubleshooting to diagnose and resolve desktop issues, ensuring optimal performance and functionality.• Installed, upgraded, and repaired hardware components, ensuring compatibility and seamless operation.• Configured operating systems and applied updates, patches, and security measures to maintain a secure computing environment.• Provided user support, training, and technical assistance to enhance end-user knowledge and skills.• Implemented data backup solutions and developed recovery plans to safeguard critical data and facilitate seamless data recovery.• Managed network connectivity and configurations, optimizing performance and troubleshooting connectivity issues.• Monitored and managed security software, staying updated on security threats and implementing preventative measures.

• Remotely, design, develop, implement and support the monitoring systems for Enterprise Infrastructure, and business critical applications.• Provide day-to-day administration of tools and ensure the availability, performance, and security of the overall monitoring platform.• Designing and developing documentation including procedures, process\workflow flow diagrams, work instructions, and protocols for processes.• Proactively solicit feedback on U-Haul solutions from key stakeholders and team members who leverage these solutions.Research and provide updates on IT business questions while evaluating business processes uncovering areas for improvement and implementing solutions.• Responsible for monitoring and responding to open tickets submitted through the Incident Management process (Cherwell).• Document, track and provide updates on project status as well as participate in sprint planning and knowledge transfer sessions.• Use data visualization techniques to build tools for interpreting research• Work collaboratively with Infrastructure Engineers and Security Managers on change requests, releases, managing issues and establishing priorities.• Assist in coordinated user acceptance testing of infrastructure deployments as needed.• Identify patterns and trends in reported issues pertaining to infrastructure and infrastructure performance, raise problem tickets and associate related incidents.• Responsible for improving and documenting the technical processes around infrastructure support (using approved shared resources).• Develop scripts and work with the Network team to automate repeatable manual tasks.

• Support Specialist for product and working hands-on with Microsoft technologies – including SharePoint, SQL Server, Window Server, and IIS. • Provide support remotely and onsite at the client locations; email, desktops, servers, and networks.• Prepared customers for implementation by planning and/or coordinating training, writing documentation and providing support.• Analyzing and troubleshooting software issues using internal logging and development resources. • Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use.• Act as a liaison between customers and Product Management by communicating client issues and needs.• Tracked and resolved critical issues to minimize project risk factors.• Resolve technical issues by understanding the customer’s operational and technical requirements and translating it to a system solution.• Build and maintain SQL Scripts for data loads at an enterprise level.• Work with Stakeholders, Project Managers to identify business needs and determine solution options.• Perform Quality Assurance and testing of SQL Server Environment.

• Working from a ticket tracking system & application monitoring tools• Perform Release Management function for corporate back office applications• Create technical troubleshooting and how-to documents for tier 1 support to use as self-help technical solutions.• Review and analyzes errors, and software issues. • Assist with user account management and application security audits and maintenance• Participate in new solution cross functional team activities, such as projects, upgrades, enhancements, etc., as needed• Assist other teams with overflow or other duties as assigned.

• Manage contingency plan execution approval and perform requests • Manage approvals to implement urgent changes• Maintain server maintenance, and reboots once a month.• Manage approvals to escalate incidents to High Severity status• Evaluates and assesses monitoring alerts and takes appropriate action • Create and publishes change report and change calendar • Facilitate executive bridge calls under the guidance of the Sr. Incident Manager • Evaluates and assesses monitoring alerts, makes some technical judgments and takes appropriate action • Provides resolution to technical alerts and is capable of Level 2 resolution as needed

• Monitor and advised the Chief of Technology on IT security issues, personal property of the company as well as the welfare of its employees.• Monitor and advise on information security issues related to the systems and workflow.• Install, configure, and resolve various issues related to Active Directory, and other systems.• Coordinate and execute IT security projects for HDL. Change passwords, permissions, and user and group accounts.• Assign/maintain system access for all employees, managed vendor/contractor relations.• Coordinate/ manage security staff and surveillance/security systems at HDL facilities.• Schedule and execute all stages of enterprise software, hardware, and system implementations.• Develop and publish Information Security policies, procedures, standards and guidelines based on knowledge of best practices and compliance requirements.• Coordinate response investigate and document security incidents.• Maintained a strong sense of teamwork and executed programs by communicating with colleagues to ensure consistent security.• Employed effective time management when dealing with coordination and accountability around personnel and security assets.• Perform daily IT and facilities security risk assessments. Prepares ITS documentation, including department policies and procedures, Web content, and ITS Alerts.• Perform appropriate access and system audits. Develops security awareness by providing orientation, educational programs, and on-going communication. Identify, analyze, and coordinate resolutions to problems received in employees.

• Assign/maintain system access for all PAS employees. • Perform Master file maintenance for all PAS systems. Perform appropriate access audits as prescribed by a standardization security manager. • Provide technical phone support to internal and external users. • Identify, analyze, and coordinate resolutions to problems received in remedy.• Investigate and resolve issues related to PCs, telecommunications.• Maintain knowledge of Corporate policies and procedures.• Demonstrate the ability to remain current with a rapidly advancing industry involving highly technical equipment and issues.• Manage LAN, WAN, PC, and voice technologies.• Trend issues to identify prevention opportunities.

• Troubleshoot specialized classified and unclassified military network systems and software.• Track and resolve customer issues utilizing commercial and SharePoint trouble ticketing systems. Install, configure, and resolve various issues related to Cisco’s VOiP phone systems.• Maintain Symantec Ghost and Novell imaging software.• Brief users regarding the Acceptable Use Policy pertaining to classified and unclassified account creation and storage.• Change passwords, permissions, and user and group accounts. Create new images for classified and unclassified military systems.• Answered support calls to minimize delays and subsequent abandoned calls.• Patched software and installed new versions to eliminate security problems and protect data.• Helped streamline repair processes and update procedures for support action consistency.• Engaged end users and answered questions via email, phone, website live chat and in forums.• Set up PC and Apple desktops and laptops and all types of mobile devices.

• Resolved various technical support issues regarding software, systems, and equipment at all 24,000 district schools staff.• Ensured elimination of bugs and viruses by performing extensive system testing. Performed TCP/IP Ethernet Networking, DHCP and static addressing and wireless networking.• Researched and recommended network and application solutions for organizational deployment.• Achieved recognition in various incentive programs and contests recognizing high levels of production and customer satisfaction ratings.• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.