-Responsible for leading our help desk and providing technical support to users in an efficient and accurate manner.-Performed white glove service.-Provided front line help-desk support for Organization, tasked with solving basic technical problems and providing support for all assigned areas, both locally and remotely.-Maintained customer value to the standards set forth by the Organization-Properly escalated unresolved queries to the next level of support-Researched, evaluated, test, and installed new devices and applications-Document IT Department systems and in Jira knowledge base-Lead Samsung Knox project, configured and deployed Samsung devices to stadium staff.-Manage inventory of assets in Jira.-Supported Mac OSX and Microsoft Windows operating systems.-Configured and deployed RingCentral phones thorough stadium and headquarters-Performed laptop, phone and router refresh at Oakland and Arizona sites.

-Assisted team with the Windows 10 upgrade project, upgrading over 100 laptops and desktops.-Provided support to users for IoT devices, Windows 7/10 systems, apps in O365, Zoom and vendor apps.-Used Service Now ticketing system to maintain IT issue tracking and log records.-Analyzed, identified, and resolved problems related to end user devices, systems, and applications-Performed user provisioning, deprovisioning and administration for various systems and applications.-Assisted in communication between IT staff and vendors.-Monitored IT systems involving security, infrastructure, and interfaces.-Performs IT operational duties on various applications and systems.

-Upgrade, maintain, and monitor Ticketmaster PCs, Networking equipment and user accounts at over 20 entertainment venues in the Northern California market.-Utilized Service Now, solved approximately 20 tickets per week on-site, via email, via phone.-Solved issues in a timely manner, escalated L2/L3 issues appropriately.-Identified, researched, and resolved software issues related to O365, Zoom and vendor specific software to meet SLA.-Reset passwords, granted user rights within Windows Active Directory.-Assisted team with Windows 10 PC and laptop upgrade project.-Trained new hires. Trained fans at events on how to use the Ticketmaster app.-Resolved Wi-Fi connectivity issues on IOS & Android mobile devices for fans having trouble accessing tickets.-Assisted Networking Engineer by installing new Cisco routers, switches and access points.

-Helped team finish multiple projects and supported users at various Sutter Health sites around the Bay Area.-Supported over 500 users. Utilized Service Now and collaborated with the team to quickly resolve tickets. --Escalated L2/L3 issues appropriately.-Assisted the team with the Windows 10 PC upgrade project. This consisted of data migration, PC imaging & deployments for hundreds of users.-Utilized SCCM to provide services such as software distribution, OS Deployment, Security patches etc.-Worked extensively within Windows Active Directory. Reset passwords, granted permissions.-Upgraded 200+ point-of-sale devices at over 20 Sutter sites. These devices meet the latest security standards and support any cashless payment method.