• Connect with clients utilizing remote software to get first-call resolution• Receive calls, chats and support tickets from customers, resolving tickets in a timely manner• Take ownership of issues and troubleshooting from beginning to end• Provide high-quality end-user technical support, related to enterprise software and hardware• Provide investigation, diagnosis, resolution, and recovery for hardware/software problems• Identify and solve issues related to system performance and functionality

• Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.• Respond to all service requests timely, keep customers fully updated, and ensure service call completions are documented accurately and with comprehensive details, as well as any parts / equipment used appropriately accounted for.• Effectively diagnose and troubleshoot malfunction of computer or network devices, equipment, and systems in operation at any or all client locations relating to user error, faulty hardware, or software/server/network issues.

• Installed, configured, and continually manage virtual desktop machines with VirtualBox.• Implemented IT security measures within the lab environment, including OPNsense firewall and antivirus software.• Conduct regular vulnerability assessments to identify weaknesses in systems and networks.• Designed and implementing Group Policy Objects (GPOs) across the Active Directory environment.

• Configured an 8-camera live switching system for live broadcasts and recorded productions.• Designed and built custom desktop for real-time video/motion graphics editing.• Manage and maintain hardware, virtual servers, and networking appliances.• Troubleshoot and resolve issues related to video editing software and multimedia applications.• Oversee the organization and maintenance of digital media assets, ensuring efficient storage/archival.• Respond as the first point of contact to any client issues or concerns.

• Transformed a space into a fully functional broadcast studio equipped with 10 cameras and 7 microphones.• Configured ATEM Television Studio switcher for use during live or pre-recorded broadcasts.• Implemented wireless system for mobile audio/video recording during production.

• Successfully completed high-impact video production projects, consistently exceeding client expectations.• Proactively identified and resolved technical issues on-the-fly during productions.• Conducted regular technology trend analysis, ensuring the adoption of the latest video production tools.