• IT support relating to technical issues involving Microsoft's core business applications.• Manage user systems, maintain repairs, and upgrade desktops, laptops, printers, scanners, copiers, and fax machines.• Install and configure software utilizing SCCM.• Technical services and support at the network level: WAN and LAN connectivity, Cisco routers, Palo Alto firewall, and security.• Troubleshooting Windows 7/10 operation systems, creating and maintaining Active Directory users, security, and distribution groups.• Create Microsoft 365 mailboxes and migrate existing users from the 2010 exchange server.• Respond to help desk tickets, telephone calls, e-mails, and personnel requests for technical support.• Document, track, and monitor to ensure a timely resolution. Maintain records of daily data communication problems and remedial actions taken, logged, and documented in the TrackIT ticketing system.• Provide both onsite and remote support while maintaining and troubleshooting desktop computers, laptops, and mobile devices (iPads, Phones, and Samsung devices).• Troubleshooting, analyzing, and resolving VoIP (IP Telephony) hardware and software. Create voicemails and assign extensions using Cisco Call Manager and Cisco Unity.• Update and maintain knowledge base documentation for problem resolution.• Assist in training users in the use of computer equipment and software.• Provide technical support during council and board meetings.• Assist with WebEx meetings and team software installation and configuration.

• Created and maintained user email mailbox and assisted with the installation, maintenance, and troubleshooting of network equipment.• Troubleshooting network and internet issues for users, providing network monitoring and network efficiency analysis.• Supported, configured, and maintained PC hardware, printers, and other peripherals.• Active Directory password resets.• Created new user accounts, distribution groups, and security groups.• Gave user permission and access to the department network folder and files.• Active Directory clean up to delete, move and disable accounts between OU.

• Created users, emailed distribution groups, and added the necessary security groups to the users profile in Active Directory.• Assisted end-users with any Microsoft Office related issues.• Remote troubleshooting using software like Logmein and Teamviewer.• Documentation and closure of trouble tickets using a ticketing system.• Worked with systems, including CiscoPrime Infrastructure, TPS/AS400, Mobile Iron, Avaya Messaging Systems, Microsoft SCCM, Active Directory, Office 365, JDE, Qumas, SAP, and ServiceNow ticketing management.

• Installation/configuration, operation, and maintenance with (Microsoft Small Business Server 2011) for PC and laptops.• Set up workstations for new hires, including imaging PC/laptops and software/hardware installs.• Created users and email distribution groups. Added the necessary security groups to the users profile in Active Directory.• Assisted end-users with any Microsoft Office related issues.• Remote troubleshooting using software like Logmein, Teamviewer, and Gotomeeting.• Documentation and closure of trouble tickets in a ticketing system.

• Assisted with troubleshooting contrasts of software like Microsoft Outlook Exchange, Excel, EHR, and XPM application.• Created users and email distribution groups. Added the necessary security groups to the users profile in Active Directory.• Troubleshooting issues on both PC/laptops and terminals iPads and iPhone devices.• Remote troubleshooting using software like Goverland, Logmein, Teamviewer, and Citrix. • Documentation and closure of trouble tickets using the ticketing system TrackIT.

• Imaged PCs and terminals using Acronis software.• Dispatched to all airport terminal locations to setup ticketing counter systems.• Configured and troubleshooting Sabre boarding pass printers and multifunction printers.

• Assisted with virus and malware removal in place of OS installations and upgrades.• Set home Wi-Fi networks and wireless printers with timely documentation and closure of trouble tickets.• Handled 20+ critical remote sessions daily.

• Troubleshooting Sprint phones and other mobile hardware.• Helpdesk Analyst Troubleshooting within an enterprise environment, assisting end-users with Outlook and MS office issues, including data recoveries.• Engaged and tracked priority one issues, with responsibility for the timely documentation, escalation (if appropriate), resolution, and trouble ticket closure.• Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).• Handled 30+ technical/mission-critical calls daily and consistently met high service standards.