● Utilize ITSM to track, manage, and resolve network incidents, problems, and service requests.● Log and manage network changes through the ITSM, ensuring documentation and approval workflows.● Ensure the CDB is regularly updated with accurate configuration details for network devices and services.● Perform RCA for recurring network incidents using historical data from ITSM tickets and the CDB.● Install and configure network hardware and software, including routers, and wireless access points.● Troubleshoot network-related incidents such as outages, connectivity issues, and slow performance.● Leveraged Microsoft Azure services to optimize cloud infrastructure, streamline deployment processes, andenhance scalability, security, and cost-efficiency across enterprise applications.

● Monitorand manage incoming ServiceNow tickets, including creating, updating, and resolving incidents and service requests related to customer/employee technology issues. ● Administer user accounts in Active Directory, including creating, modifying, disabling, and deleting user accounts, passwords, and groups. ● Provide remote troubleshooting and resolution for hardware, software, and network issues, and address access issues related to Active Directory. ● Documenttroubleshooting steps and resolutions in ServiceNow and update and attach knowledge base articles to tickets and assist with recurring issues and improve efficiency. ● Ensurethat user account management and ticket handling adhere to security policies.

● Troubleshooting network problems and individual user hardware or software problems. ● Upgradecomputer firmware, Repair motherboards, install software applications and CRM programs. ● Training users on how to use new hardware or software. ● Testing and evaluating the organization’s computer network. ● Setting up or repairing computer hardware and other associated devices such as printers and scanners.

● Innovatively craft and refine hands-on labs covering Linux, HTTP, Nessus report analysis, Telnet, and Ubuntu, catering to over 100 students, ensuring an immersive learning experience. ● Employdynamic teaching methodologies to impart comprehensive knowledge and practical skills in Cybersecurity, fostering an engaging and effective learning environment for students. ● Strategically architect courses that align with desired learning outcomes, actively encouraging student engagement and fostering a participative learning culture. ● Created curriculum development to create bespoke learning materials and employ robust assessments to gauge students’ progress and proficiency in Cybersecurity skills.

● Skillfully address intricate customer concerns encompassing device troubleshooting, billing discrepancies, and service inquiries, ensuring swift and effective resolution. ● Driveretail sales of a diverse range of tech devices, including cellular phones, tablets, watches, and related wireless services, displaying unparalleled customer service to enhance the overall shopping experience. ● Completed daily store operations, adeptly managing opening/closing procedures, overseeing inventory control, ensuring precise cash handling, and efficiently handling various office and administrative tasks.

● Diagnosed and repaired hardware and software issues on a variety of cell phones and computers. ● Installed, configured, and maintained operating systems and software applications. ● Conducted troubleshooting to identify and resolve technical problems efficiently. ● Provided technical support and guidance to customers, ensuring satisfaction and problem resolution. ● Assisted with data backup, recovery, and transfer processes. ● Conducted thorough testing and quality assurance to ensure optimal device performance.

● Oversee the execution of customer orders, meticulously verifying the accuracy and quality of items dispatched to drivers, ensuring top-notch service delivery. ● Take charge of replenishing workstations and upholding stringent safety standards for associates, ensuring an optimal and secure working environment at all times ● Proactively engage with customers, employing effective communication strategies to guarantee their utmost satisfaction and cultivate strong relationships. ● Proficiently handle data collection and entry into databases, maintaining meticulous records of invaluable company information, contributing to streamlined operations and informed decision-making processes

● Monitor and manage incoming ServiceNow tickets, including creating, updating, and resolving incidents and service requests related to customer/employee technology issues ● Responding to customer inquiries, issues, or requests via phone, email, chat, or in-person. ● Providing timely and accurate information to resolve customer problems. ● Logging and tracking customer issues and information using ServiceNow ticketing system ● Prioritizing and escalating issues based on severity and impact. ● Provide support to clients passwords, accounts, terminating users through Active Directory.