Troubelshoot and resolve issues with data center infrastructure.

• Image and setup mini pcs to be shipped for remote clients.• Provide day to day support for eDiscovery applications.• Manage inbound and outbound E-Discovery data.• Perform regular case file archival and purge as necessary.• Develop and maintain installation and configuration procedures.• Contribute to and maintain system standards.• Perform daily system monitoring, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Reset passwords for using that have been locked out.Perform laptop imaging for new hires.Create user accounts using IBM AS-400Answer email tickets for it issues using Outlook.Performed remote support using the ConnectWise.

Immersive full-time 16-week program focused on mastering cloud architecture design and optimizing the use of AWS Cloud architecture design, Linux, and IT concepts in preparation for the Cloud Practitioner and the AWS SAA certifications.

During this contract role I performed on the Help Desk Team in the IT Department of the company. I did the following duties. • Created comprehensive documentation for 28 help desk techniques, decreasing human errors by 58%. • Responded to customers' technical issues tickets using Microsoft Teams, emails, and phone calls, increasing satisfaction rates by 82% in 15 weeks through a ticketing system Happy Fox.• Initiated a project to migrate 60 new Apple iPad devices for 60 Linemen through Microsoft Intune Administration. • Installed 46 new Xerox printers in six different departments and set up and trained hundreds of users on new hardware. • Reorganized the storage room and removed about 50 % of unused equipment from the backroom.• Setup new user accounts for new hires in Active Directory and assigned the individuals to users and groups.• Performed password resets in Active Directory

• Resolved technical problems by answering 1.3K user inquiries about Mac OSX and Windows 10 devices.• Created detailed Standard Operating Procedure (SOP) related to the help desk ticketing system, enhancing efficiency by 94%. • Performed system backups on 128 Windows servers daily and stored data off-site every 24 hours, improving disaster recovery operations by 80%.• Conducted password resets for users using Active Directory with Windows Server.• Setup Multi-factor Authentication for users using DuoMobile.

• Accounted for $4.7 million worth of organizational equipment in a combat environment. • Maintained automated supply systems for accounting of organizational and installation supplies and equipment. • Issued and received various weapons and equipment valued over $300K with zero discrepancies.