• Participated in the tier 2 inbound call queue, handling an average of 30 troubleshooting calls or emails from customers daily.• Provided troubleshooting for TV, internet, and phone systems for residential and business customers in multi-dwelling environments such as student housing, vacation condos, and various apartment complexes.• Assisted in supporting and maintaining over 100,000 access points from Ruckus, Juniper, and Cambium using Virtual Wireless Controllers.• Updated, tracked, and managed tickets using Zendesk in compliance with WhiteSky Help Desk policy and SLA.

• Installed and configured TOPAZ Elements software, including IIS configuration, SQL database setup, and software backups for over 40 cloud-hosted clients, over 20 internal development sites, and 30 remote client-hosted environments.• Engaged in close collaboration with clients to plan and implement installations, regular upgrades, patches, and SQL data corrections for Elements software.• Reported, documented, and monitored customer issues using Jira, contributing detailed information for replicating and addressing software issues.

• Provided tier 2 technical support to 90 users across five offices, offering on-site and remote assistance. Managed 100 workstations and 15 virtual machines hosting critical business applications.• Implemented BMC Client Management and Trend Micro Apex One/Office Scan to automate patching and antivirus systems for Windows and third-party software.• Conducted thorough weekly and monthly security audits, significantly reducing network vulnerabilities from 1700+ to around 50.• Created a unified Windows 10 image and deployed upgrades to over 100 Windows 7 workstations via Windows Deployment Services (WDS).• Designed an Excel spreadsheet for inventory tracking and completed a physical inventory of over 500 IT devices, including monitors, PCs, laptops, printers, and additional peripheral devices.• During the COVID-19 pandemic, facilitated the transition of 60 on-site users to new laptops in just two weeks, enabling social distancing and seamless remote work for all employees.

• Provided technical support for over 60 users, overseeing setup and maintenance of laptops and networked printers for on-site and remote staff.• Efficiently managed the VoIP phone and directory system for over 60 users using Panasonic PBX and associated software.• Managed an average of 70 monthly trouble tickets using Dell KACE and oversaw an IT inventory of over 200 laptops, docking stations, monitors, printers, and peripheral devices.• Effectively managed video teleconferencing equipment, providing comprehensive technical support for internal users, clients, and vendor presentations.• Conducted weekly and monthly audits to maintain security for classified devices, ensuring compliance with DSS and NIST regulations.• Configured iPhones and Android devices for global access to company email and phone numbers using mobile device management for efficient setup and security.

• Provided technical support for over 30 users in a Mac/Windows environment, utilizing Windows 7, Office 2013, MacOS 10.8+, and Active Directory systems.• Installed and configured BitLocker encryption and automated data backups on all workstations to enhance data security.• Set up, configured, and maintained Polycom-based video teleconferencing equipment to enable seamless remote meetings across various offices.• Created a precise inventory and audit system in Microsoft Excel to streamline equipment tracking for company and government assets, ensuring compliance with DSS and NIST standards.

• Successfully offered on-site technical issue resolution to a diverse client base of over 500. Streamlined the process with clear communication and strong technical skills, identifying root causes, proposing solutions, and ensuring client satisfaction through thorough follow-up.• Configured and deployed 200+ desktops and laptops for the personnel at Johns Hopkins University using Norton Ghost, ensuring an efficient setup.• Installed and integrated workstations, printers, scanners, and additional peripheral devices throughout the hospital environment via manual setup and imaging tools.• Achieved a commendable 97% on-time completion rate for work orders while utilizing the Hopkins Remedy ticketing system.

• Provided Tier 1 technical support to more than 500 city staff members and agencies within the mayor's office. Including assistance on-site, over the phone, and via email for computer hardware, software, and network concerns.• Received, resolved, and documented an average of 50 technical issues per week using Motorola CSR and OTRS ticketing systems, ensuring effective troubleshooting processes and proper documentation.• Managed multiple images and efficiently configured and deployed numerous desktops and laptops for diverse city agencies using Norton Ghost, ensuring a seamless setup process.• Administered Active Directory, handling user and computer management tasks such as creating user accounts, removing accounts, password resets, and account disabling for an average of 100 users per month, ensuring seamless user access and maintaining security protocols.