- **System Administration:** IT systems, both in Microsoft Windows and MacOS environments, ensuring optimal performance and reliability.- **Infrastructure Management:** Deployed and managing bare metal and virtual servers, workstations, and network components to maintain a robust and efficient IT infrastructure.- **Problem Resolution:** Skilled troubleshooter, adept at diagnosing and resolving hardware and software issues promptly to minimize downtime and enhance system reliability.- **Security Implementation:** Implement and enforce security measures to safeguard IT systems, including the establishment of access controls, encryption, and security protocols.- **Backup and Recovery:** Develop and maintain comprehensive backup and disaster recovery plans to protect critical data and ensure business continuity in the face of unforeseen events.- **Collaborative Team Player:** Work seamlessly with other departments, communicating effectively to collaborate on projects, share insights, and contribute to the overall success of the IT department.- **User Support:** Provide responsive and user-centric support to address IT-related concerns, delivering excellent customer service and ensuring a positive user experience.- **Documentation:** Create and maintain detailed documentation of IT systems, configurations, and procedures to facilitate knowledge transfer and ensure the consistency of IT operations.- **Continuous Improvement:** Stay informed of industry trends, technologies, and best practices to propose and implement improvements that enhance the efficiency and effectiveness of IT systems.

Provided remote support via phone, email, and self service utilizing remote access tools for a user base of 5,000+.Used ITSM software to track incidents, creating and updating existing with detailed information.Installed software to new and existing installations.Created new Active Directory/Azure accounts and applied appropriate security access.Provided operating system support to Windows 7/10, including Citrix installations.Provided support to numerous home grown applications, working directly with development teams for resolution.Worked directly with system administration and security group on issue resolution.Reviewed pending incidents and provided additional support assisting and resolving incident myself.Created and maintained support procedures, training support techs in new processes.Provided in person training to new support techs, creating personalized plans on an individual basis.Worked with upper management to increase efficacy and first call resolution rates.

Responsible for incoming call and chat support sessions while completing assigned tickets for various password resets amounting in around 40 calls and 20 chats per day.Monitored incoming issues and reported to l2 and l3 technicians.Provided desktop support remotely for users world wide for Windows(7&10),Citrix based software and virtual desktops, and various bank proprietary portals.Provided support for VoIP systems (Cisco,Avaya,Genesys).Provided remote support for Konica multi function printers and set up in office service.

Deployed and maintained Window servers for use in office and production environment.Configured entire Cisco Meraki network consisting of firewall, router, switches, and multiple access points.Configured AD and network policies for security.Created active directory accounts and applies appropriate security permissions.Provided on-site and remote user support using ITSM tools.Maintained local device inventory with on device tracking.Maintained existing infrastructure, repairing/upgrading devices when needed.Worked with upper management to deploy new devices/production systems within budget.

Provided in store support for software and hardware related issues for iPhone, Mac, Watch, iPad, and TV products.Assisted customers with new device sales and transferring data to new purchases.Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.Completed in-store hardware repairs on iPhone devices including screen, battery and inner part replacements

Refurbished point of sale systems, receipt printers, check scanners, desktop, laptops, servers, and Apple mobile devices.Completed preventative maintenance and repairs on equipment.Preformed device and data disposal with DoD standards for financial institutions.

Installed new software and hardware on new customer devices.Preformed on-site data services - backup, transfers, and recovery services.Refurbished return devices to a 'Like New' state.In store consulting with clients for new device purchases with home theater, personal computing, mobile devices, and smart home items.