With over a decade of experience in the IT industry, I have developed a comprehensive skill set in system administration, technical support, and IT infrastructure management. My expertise spans managing and supporting complex IT systems, providing advanced technical support, and leading IT projects.Terry Reilly Health Services gave me significant experience in the healthcare industry. I managed IT infrastructure, provided technical support, and handled complex hardware, software, and network issues, coordinating with healthcare professionals to maintain seamless operations.In my current role at Truckstop.com as an IT Service Desk Admin III/Senior System Administrator, I provide advanced technical support and act as a Tier 1 and 2 escalation point to resolve all local and remote-site PC hardware, software, and networking problems. I troubleshoot and resolve high-priority issues and lead the installation, configuration, and maintenance of IT systems and infrastructure, including servers, networking equipment, and enterprise applications. I also serve as the MS365 and EntraID administrator, managing user accounts, licenses, and email accounts.My technical competencies include proficiency with Microsoft Office 365, Exchange Admin, Active Directory, EntraID (Azure), Jira Service Management, and various other platforms. I excel in conducting root cause analysis for critical incidents, implementing preventive measures, and optimizing IT infrastructure performance through proactive monitoring and capacity planning. Additionally, I am adept at provisioning new hire accounts and computers, deprovisioning terminated user accounts, managing tickets, and ensuring user satisfaction with resolutions.My background in the Idaho Army National Guard further solidified my technical expertise and leadership abilities. As an Information Technologies Specialist, I managed IT systems, conducted root cause analysis, and implemented preventive measures in high-pressure environments. I also developed strong mentoring skills, training other support staff on technical issues, and fostering strong relationships with IT managers and staff to promote collaboration and effective communication.What sets me apart is my high-energy approach and enthusiasm for technology, coupled with the ability to prioritize effectively in fast-paced multitasking environments. My dedication to excellence and my proactive approach to IT management ensure that I meet established response and resolution time targets for service desk tickets while maintaining a high level of customer satisfaction.