Provide Tier 2 and Tier 3 desktop support for over 6,000 Marsh McLennan employees across the United States. Routinely assist our network team with physical configurations in our IDF rooms. Image, troubleshoot, and configure Windows 10 devices, workstations, mobile devices and Cisco’s switches and routers for our build sticks. Maintain and update our conference rooms via Zoom Admin and work closely with 3rd party vendors for AV issues.▪ Reduced incidents by 30% and increased users’ productivity by 11% within a year.▪ Refreshed and updated over 80% of the company’s end user devices.▪ Assisted senior IT staff by identifying conflicting GPO policies that were affecting Edge and Chrome. This resolved a major incident that was affecting 20+ users.▪ Provide guidance, cybersecurity training and general assistance to work colleagues and end users.

Provided Tier 2 and Tier 3 support for over 3,000 employees at Denver’s International Airport and its surrounding areas. Was one of three senior technicians on our field team who imaged laptops/desktops and troubleshooted various applications and legacy hardware. Shadowed our network team and assisted in configuring the port security and ACLs for various VLANs.▪ Led cross-functional teams to identify and resolve high impact issues swiftly. ▪ Setup and managed the company’s cell phones and billing payments for Verizon and AT&T. Supported C-level executives and trained customers and colleagues on the proper cyber security procedures to safely work remotely.▪ Managed users access management and permissions via Active Directory and troubleshooted Office 365, One Drive, Cisco’s VPN and Citrix connections. Worked in a 24/7 on call environment to support 3rd party contractors, city employees and various infrastructure teams.

Provided Tier 1 and Tier 2 technical support for over 1,800 local end users employed at Kiewit’s regional headquarters campus and surrounding areas. Supported executives as well as their assistance in a timely and effective manner.▪ Performed patch updates and installed various software and driver updates via SCCM and HP and Dell support assist. Responded to users’ requests via Service Now to resolved new and pending incidents. Used remote tools Bomgar and Quick Assist to remotely support WFH customers.▪ Ordered and maintained inventory of our equipment via CDW and Amazon business. ▪ Contributed to a 10% reduction in cyber threats by encouraging the usage of strong passwords. ▪ Imaged and shipped over 900 laptops to employees and interns across the US and Canada. ▪ Was heavily involved in migrating users’ desktops, profiles, and equipment’s to our newly built regional headquarters in Lone Tree, CO.

Provided Tier 1 and Tier 2 technical support for over 5,000 users employed at Denver Health’s main campus. Imaged and setup multiple laptops, printers, and doc scanners for multiple departments. Configured over 600 desktops and laptops as part of a project for a newly built office at Denver Health.▪ Performed patch updates and installed various software and drivers via SCCM. Respond to users’ requests via the Cherwell ticking system and resolved new and pending incidents.▪ Patched in network ports on Cisco’s switches when required to successfully install and configure various printers, laptops, and desktops.▪ Utilized Active Directory to perform password resets and OU relocation. Installed and troubleshooted Office 365 applications. Performed BIOS, firmware and driver updates as well as installing Imprivata card readers for SSO authentication.

Provided Tier l support for USAA's Executive Management Group including presidents, vice presidents and their admins. Provided technical support for networks, VoIP, video services and VPNs. This included application support for Office 365, Internet Explorer, Google Chrome, Citrix, and desktop/laptop configurations. ▪ Used Service Now for tracking user's interactions and resolving complex issues with their desktops, laptops, and virtual machines. Preformed workstation maintenance by installing and updating applications, drivers and BIOS and replacing hardware for office and WFH clients.▪ Managed the implementation and testing for VMware SD-WAN (Cisco’s VeloCloud) for WFH employees. Performed password resets, MFA setups, and remotely supported various USAA offices across the United States. Used Active Directory to resolve users account and domain issues quickly and efficiently.▪ Provided support for iPhone/iPads, Androids, MAC IOS, and virtual machines. Performed backups and recoveries for files and accounts through OneDrive.

Configured and setup HF, UHF and SATCOM radios. Installed and maintained radio antennas, GPS hardware and laptops/desktops for multiple units. Provided desktop support to end-users and migrated the units OS to Windows 10. Coordinated with network engineers to establish secure connections and maintained our network. Created local accounts and provided cyber security training to over 300 personals.▪ Supervised, installed, operated, and maintained all tactical and sustaining brigade information systems for an organization with over 600 personnel. Provided technical expertise and advice for the staff and lower elements. ▪ Preformed technical troubleshooting within an enterprise environment including system crashes and slowdowns. Engaged and monitored priority 1 and 2 issues with assistance from our networking and cyber security team.