• Provide Tier 1 technical support for hardware, software, and network issues to Wellstar Health System with a user base of 20,000+ employees, resolving 90% of issues on first contact• Daily tasks include performing password resets and unlocking accounts across multiple platforms; mapping network printers for end users; remotely accessing user stations to troubleshoot and resolve technical issues; assisting with MFA setup and reregistration; and resetting Epic, Citrix, and VMware sessions • Monitor ServiceNow ticketing system to prioritize and manage workload, track incidents, and ensure timely completion of user issues• Create and maintain detailed documentation of support issues, solutions, and system configurations in the knowledge base• Collaborate closely with the team, offering support and training on resolving technical issues

• Serve as the first point of contact for clients seeking technical assistance over the phone and in person• Quickly troubleshoot and perform repairs on both hardware, software, and networking issues• Maintain excellent customer service and communication with the end user throughout the repair cycle• Log and document calls in ticketing system maintaining history records and incident tracking• Successfully balance a 20-hour work week with high academic performance

Management of Information Systems - Networking, Cyber security, and IoT

• Trained over 20 new hires in all aspects of theater operations including customer service, ticketing, and POS• Promoted to bar server responsible for enforcing all company regulations and state laws for beverage services• First associate to be recognized as Employee of the Month

• Planned and produced a daily video news program of school activities, sporting events, and announcements• Initiated and supervised a software upgrade resulting in improved quality and professional of the program• Acknowledged as the go-to person for training other students on audio visual equipment and best practices• Awarded the Broadcast and Video Editing award for excellence in programming and collaboration

• Organize and facilitated projects to benefit local charitable organizations • Digitized attendance to improve tracking and reporting

• Organized and facilitated baseball team for blind adults• Established a fun environment and camaraderie for team members and other volunteers• Modified the design and performance of key equipment

• Produced a live and recorded weekly worship service program • Responsible for audio visual equipment testing, set up, and storage• Collaborated with team to improve the quality of media content increasing views by 30%• Recruited and mentored new technicians to expand the team coverage

• Demonstrated superior leadership skills to organize weekly troop activities for 75 scouts• Supervised a group of nine instructors responsible for skills demonstration and testing of scouts• Elected to three consecutive terms as ASPL for exceeding rank advancement and council goals