● Troubleshoot and resolve hardware and software issues on desktops, laptops, and mobiledevices.● Support commonly used applications and devices, including network printers,multi-function devices (MFDs), and VoIP devices, various desktop hardware.● Assist with the migration of user data from Windows 10 to Windows 11 using MS Intuneand PXE boot.● Machine wipe & imaging for device swaps.● Provide executive-level support, addressing high-priority technical issues withprofessionalism and efficiency.● Handle sensitive information securely, adhering to organizational policies and bestpractices in IT security.● Assist w/ any Zoom Room issues during meetings & conferences.

- Provided support for ohiobusinessgateway.gov website business users.- Provided exceptional service, promptly addressing IT issues.- Password Resets, helping users unlock their accounts.- Documented all notes in appropriate systems such as SalesForce.- Appropriately escalated the issue w/follow-up to follow-through.- Assisted users with updating their information on the back-end.- Responding to queries on the phone, via email, in person, or through remote access

- Delivered outstanding IT support, meeting established goals.- Active Directory access handling password resets, temporary access- Service desk helped an estimated 3k+ employees.- Compiled documentation essential for addressing customer needs.- Frequently check the ticketing systems.- Troubleshooting VPN connection issues for Remote Employees.- Networking skills and troubleshooting- Provide Tier I and II level of support for users- Provided PC and mobile support to resolve client issues.- Assisted the network team in monitoring 4 network servers.

- Provide Tier I and II level of support for users.- Troubleshoot remote users’ issues by applying remote monitoring and management software- Responsible for opening and closing service requests; manage classification of requests;assigning and tracking of requests, and completion of requests- Walk customers through problem solving process- Acted as a point of contact to support service users and customers reporting issues, requestinginformation, access, or other services.- Quickly solved 40+ customer issues daily with 95% success.