-Identity and Access Management: Managed system permissions and user accounts, applying least privilege and role-based access controls to enhance security.-Device Compliance: Implemented and monitored compliance policies for hardware and software, ensuring alignment with SOC2 and security standards.-Server Administration: Administered servers, including user/group management and security permissions, to ensure compliance and best practices.-Security Monitoring: Monitored event logs, responded to security incidents, and performed root cause analysis for system integrity.-Infrastructure Management: Secured and maintained infrastructure (laptops, desktops, servers, routers, switches, firewalls) to meet SOC2 standards and applied routine updates.-Technical Support: Collaborated with the operations team to resolve issues and advise on IAM and compliance-related solutions.-Audits and Reviews: Conducted system and backup audits to ensure adherence to internal policies and SOC2 standards, addressing vulnerabilities.-Application Management: Upgraded and configured software and hardware, ensuring compliance with security policies.-Device Management: Created and deployed secure Windows 11 images; managed IT asset lifecycle and compliance.-Asset Management: Developed and enforced asset management policies to align with security and compliance requirements.-Advanced Support: Provided advanced troubleshooting and support for security issues, ensuring regulatory compliance.

• Implemented procedures for architecture, designing, support, & maintenance of AD products & IT infrastructure projects.• Manage user security settings & web filters, configure application software, assign, setup & manage users Active Directory Accounts & other software account-based permissions. • Work with support vendors (Dell, Barracuda, Cisco Meraki, Toshiba) to resolve hardware & software issues.• Set-up, monitor & assist with configuration of end-user’s hardware, software, & peripherals.• Diagnose & resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, phone, & local-area network access problems.• Resolve network/system failures & problems; manage & update information on server.• Draft & update IT policies & procedures for review by upper management.• Assisted in the design, implementation, & deployment of asset management system for firm-wide IT equipment inventory.• Manage, monitor & schedule batch jobs/backups data entry data recovery/restore via Datto.• Monitor systems for performance & availability & respond to alerts & system error messages.• Monitor & modify various Windows Servers & configurations.• Investigate, diagnose, & resolve client issues on various virtual environments.• Perform various system administration duties including software & hardware installations & upgrades.• Manage user accounts & user access on Windows systems & servers via Active Directory. • By use of Active Directory, manage users’ roles, services, permissions & other account management on Windows Servers. • Utilize remote monitoring & management tools to remediate desktop /server issues in a timely manner.• Use various ticketing & MSP tools for network diagnostic & break fix. • Identify, diagnose, & resolve issues for users’ computers, software, & hardware; communicate solutions to end-users professionally & efficiently.

Responsible for leading the Help Desk team in handling all ticket, phone and in-person support to users in the areas of Windows & Mac desktops & application support. Provided daily supervision and direction to the team and acted as a coach and mentor. Acted as a liaison to other teams in the technology department to ensure issues were resolved in a timely manner. Ensured that all phases of support were properly coordinated, monitored, logged, tracked and resolved appropriately. Acted as the first point of contact for customer software application issues and problems reported to help desk via inbound phone call or email request. Provided troubleshooting and resolved hardware, software, and network issues. Logged and tracked calls using a web-based ticketing system. Researched, calmed and rapidly resolved client conflicts. Demonstrated consistent friendly, helpful attitude, empathy and patience while promptly and efficiently resolving technical issues.

Diagnosed and resolved customer computer issues with strong verbal and negotiation skills. Detected computer malfunctions and problem solved accordingly. Repaired and or replaced parts on computers and laptops. Displayed courtesy and strong interpersonal skills will all customer interactions. Provided thorough technical support and problem resolution for customers.

During my time employed at the YMCA, I was able to grasp a firm understanding of teamwork. I worked along with other team members in order to supervise multiple children in our care. Acting as my first job, the YMCA allowed for me to learn both responsibility and leadership skills.