Timely response to tasks, incidents and online and remote requests in ConnectWise—ticket queue management, tracking, monitoring and documenting solutions to ensure timely resolution within SLA policies.Diagnose and resolve Tier 1-2 hardware, software, application, network issues in an Enterprise environment.Onboarding and offboarding of staff accounts using Active Directory, Azure AD and MS 365 Admin Console.Image, configure, deploy PC and Mac devices to Benson Hill staff, contractors and consultants.Supporting and troubleshooting teleconferencing software (MS Teams, Zoom) and its respective Crestron and Polycom hardware.Create, update, and maintain documentation in IT Glue and internal guides; provide technical guidance as needed.Maintain the integrity, security, and privacy of various cloud-based systems by following company policies and procedures.Asset management of company PCs, Macs, A/V & Networking hardware and peripherals.

Consult and interact with clients, respond to questions, and provide troubleshooting fixes and repairs to common Mac & PC computing concerns, as well as for iOs and Android tablets and phones. Using Geek Squad proprietary ticketing system, I accurately assess and process reasons for checking in devices for service and aim to provide responsive, timely and correct resolutions.

Administration of a Windows services environment – Active Directory, File Services, Permission management. DHCP, AD, VPN, print, and file servicesWorking in both macOS and Windows environments with strong software and hardware troubleshooting skillsAnswer and respond to all Help Desk calls, emails, walk-in requests from 30 different clients including Industrial Battery Products, Perry County, City of Osage Beach, City of Festus, Center for Head Injury, Mulqueeny Eye Centers, and Leader Publications.Track and monitor incidents in the Kaseya ticketing system, requests and problems to ensure timely resolution.Diagnose and resolve Tier 1-3 hardware, software, application, network, and telecommunications issues while operating in compliance with specific client and municipality regulations.Image, configure, deploy and manage assets per client/municipality processTroubleshooting email client issues (MS Outlook – client and browser-based)Exchange/Office 365/GSuite administrationCreate, update, maintain documentation for clients and staff; provide technical guidanceMaintain the integrity, security, and privacy of various systems by following client/municipality policies and procedures.

Provide remote and in-person desktop technical support to ADB Companies/LKeeley for Win10 and Mac users in an Enterprise environment—image devices for new and existing users, device refreshes, install licensed software (MS 365, Citrix, AutoCad, PDF X-Change, etc), prepare and support iOs devices for in-house and field service staff.Timely response to incidents, tasks and general IT questions using the FreshService ticketing system.Manage passwords in Active Directory and MS 365 Admin Console.

Daily Mac and PC technical support for faculty and staff in an Enterprise environment on the Saint Louis University (SLU) main campus—emphasis on networking issues, hardware performance, software functionality, printer connectivity, and day-to-day operations.Timely response to tasks, incidents and requests for service, repair, general IT inquiries using the ServiceNow ticketing system—as well as managing ticket queue and inputting closing codes when incidents are resolved.Image Mac and PC devices using latest SLU image(s) for new and existing users, device refreshes, and department acquisitions. Install licensed and open-source software required for department-specific builds.Daily use of JAMF and SCCM software packaging and implementation for Mac and PC devicesManage memberships in Active Directory—department and group permissions and access rights.Support virtual desktop applications, including Bomgar, Citrix, and VPNManage department printers, configurations, users, groups, and accounts.Support for classroom and meeting space technologies using the Crestron system for presentations, room projection, audio and visual devices, graphics, video, etc.

Provided daily one-on-one technical support interaction with Mac and PC users in an Enterprise environment—strongly focusing on OS troubleshooting, hardware, and software resolutions. Responded to task, incident, and request tickets timely and accurately, and logging resolutions and closing codes using the ServiceNow ticketing system.Managed client passwords, accesses and permissions through Active Directory.Executed Mac and PC installations, device imaging, administration, and configurations.Supported virtual desktop applications, including Microsoft Remote Desktop, VMware, and CitrixManaged a back-up of information and critical data using an FTP file server, and managed inventory of all computer and desktop support equipment.

Responded to ticket and service calls for e3IT clients requesting on-site IT assistance, repairs, troubleshooting and resolutions. Resolved issues from clients requesting assistance with macOS, Windows, and iOs operating system assistance, wired network and WiFi connectivity solutions, computer-to-printer connection, tune-ups, optimizations, and instruction on hardware and software.

Installed Cisco VOiP phone systems for Safeway Food Corp.'s southern California locations. Transferred servers and switches, ran cable between servers and ports, tested VOiP fax communication systems compatibility, and network communications connectivity.

Provided personalized Mac OS X training, instruction, and guidance for students and groups interested in one-on-one or online learning sessions. Interactive sessions addressed an overview of Mac OS X, operating system, software education and instruction, iCloud, AppleIDs and iTunes syncing and storage. Led interactive group training on topics, such as "Introduction to iOs, iPhone and iPad" and "Introduction to macOS."

Produced descriptive content for Stirling Properties managed properties, which focused on short- and long-term vacation rental homes found throughout Southern California's beach cities.

Wrote daily promotional materials for three of Video Clickers' online entertainment web sites to highlight recent additions/latest releases designed to increase subscriber interest, and stimulate growth in sales of yearly memberships and for paid monthly subscriptions .

Wrote and edited monthly articles for a business initiative aimed at small and mid-size business owners promoting online advertising as an alternative to newspaper print ads to increase customer base, reduce costs, and create a visible and viable online community presence.