-Provided first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.-Created clear, concise documentation in instructional knowledge-based articles.-Recorded, tracked, and documented support tickets using Netsuite.-Evaluated network status through warnings, error messages, and reports.-Created cases from any NAGIOS alerts.-Tracked adds/changes/deletes for network devices, using CACTI, NAGIOS, and IP-Plan.-Resolved previously-identified network issues.-Used NetSuite CRM and Lucid Charts to prepare and revise documentation. -Reviewed monitoring systems for accuracy and completeness.

-Calmly and clearly communicated with others during stressful conditions.-Conducted routine checkups of Dispatch computer equipment/systems 4 timesper week, troubleshooting and completing maintenance.-Directed 3,100 Officers and County Personnel to needed locations while maintainingtheir safety at all times.-Wrote daily shift and activity reports and submitted all before end of shift.-Documented events in real-time in detail, updated address profiles, and complied with 100% oflocal and state regulations into confidential County databases.

-Drafted system setup and imaging documentation, creating standardized frameworks to rapidly onboardnew hardware.-Supervised end-user support efforts, designing policies to establish consistent service guidelines andreliable ticket resolution.-Maintained accurate records of malfunctions, installations, and service calls according to Businessguidelines.-Used diagnostic tools to identify hardware failures and replace non-functional components.-Linked computers to network and peripheral equipment.-Trained new Technicians on the use of repair and security implementations.