• Global Technical Support: Provided comprehensive hardware, software, and telephony support for employees across multiple offices, ensuring minimal downtime and high customer satisfaction. • IT Infrastructure Management: Monitored, maintained, and upgraded IT infrastructure for the Chicago office, including network equipment, telephony systems, and office hardware.• Ticketing System Modernization: Led the migration from Spiceworks to Jira Helpdesk, designing end-user interfaces, configuring ticketing workflows, automations, and prioritization queues to streamline support operations.• Change Management Implementation: Established and enforced Change Control workflows and approval processes to improve system stability and reduce unplanned downtime.• Infrastructure Maintenance: Collaborated with the Systems Team to deploy server patches and updates using Kace, ensuring optimal system performance and security compliance.• Virtualization and Resource Allocation: Assisted in VMware VRA migrations, managing resource cleanup and VM transitions into new clusters for Engineering teams.• Enterprise Application Administration: Administered Atlassian, NetSuite, Salesforce, managing provisioning, permissions, and integration workflows, and transitioning these roles to dedicated administrators upon onboarding.• Identity and Access Management (IAM): Managed Microsoft O365 as a Global Administrator, overseeing user accounts, permissions, and access policies. Spearheaded SSO implementations for new applications, streamlining authentication processes and enhancing security. Currently migrating SSO configurations from Microsoft Entra to Cisco Duo, enhancing MFA policies and securing application access. Administered Cisco Duo, managing MFA, SSO integrations, and application-specific security policies.

•Handled escalated technical tickets for 142 internal applications escalated from Level 1 and the Line of Business. Served as a fully seasoned and proficient technical resource for Level 2 Servicing. •Responsible for managing system issues and seeing them through to resolution, often involving the coordination efforts of any and all departments involved in a production issue.•Actively participated in monthly release Knowledge Transfer sessions Product Warranty review meetings. Contributed to the enhancements and testing of various support tools to help determine case, scope and impact of issues. •Spearheaded on-boarding of applications being transitioned to Level 2. On-boarding projects included Knowledge Transfer session with the Line of Business and App Development Team, becoming a Subject Matter Expert for the newly acquired application, created team training materials, coordinated and presented the training to the Servicing Team and coaching teammates on the on boarding deliverables and process.•Created over 200 knowledge base articles related on known issues, bugs or on newly on boarded applications.•Built customer service relationships via direct partnership with Line of Business users and provisioned carious liaison efforts (Level 1, Level 2, and Level 3, App Development, and On-boarding) to support peers during outages.•Managed alerts from server monitoring tools and engaged necessary teams.•Ran outage calls with up to 1500 affected nationwide users with needed technical teams and executive overview. Would also assist in root cause analysis to prevent the outage from occurring again.•Assisted on reduction ticket project reducing escalation errors by 90% over a span of 2 months.

•Handled all escalated hardware and software issues from Level 1 Helpdesk. Main point of contact for all network connectivity issues at corporate location servicing over 250 employees. Configured and maintained Cisco ASA firewall for corporate site. •Assisted in troubleshooting servers, network switches and tape backup systems.•Maintenance and configuration of Brocade network switches for large-scale corporate environment.•Managed network VLANS for Executives, Developers and Operations floor.•Blackberry Enterprise Server Administration and Support.•Closely managed vendor relations (Verizon and Sprint).•Created and maintained mailboxes in Microsoft Exchange.•Administration of user accounts using Active Directory.•Created purchase orders for internal equipment such as laptops, desktop, hardware upgrades and printers.•Administration of imaging server for corporate compliance of all laptops/desktops. •Controlled and maintained firewall access for customer service call center.

•Supported Countrywide employees and provided exclusive support to company executives. •Provided desktop and remote hardware and software support. •Provided server hardware and software support for remote branches.•Troubleshoot network connectivity, network printing and user access issues.•Supported VPN connections using Ipass client.•Experience with Remedy and Quintus ticketing systems.•Remotely installed software suing SMS Remote Tools. •Administrative tasks: reset and unlock network passwords, configured Lotus Notes for new users, and escalated telecom issues. •Blackberry Enterprise Server Administrator and Support.

•Promoted to newly formed Department of Technical Support within 2 months of hiring. •Supported online students and employees on UOP systems.