- Scheduled travel to the HHS-OIG data center in Sunnyvale, CA to support, repair, and/or replacement of routers, network switches, servers - Maintaining Organizations’ Local Area Networks (LAN), Wide area Networks (WAN), Data Communication Networks, Operating Systems and Servers- Working with the HHS-OIG networking team to remotely configure new servers, routers, and network switches-Using Enterprise monitoring software like Solarwinds to monitor the HHS-OIG infrastructure-Occasional travel to various HHS-OIG sites for networking updates and/or installations within existing and/or new offices

- Perform highly complex IT work primarily involving design, development, testing, and evaluating of information security/cybersecurity activities throughout the development lifecycle. - Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.- Using Microsoft Azure and/or Intune Active Directory to add/remove AD groups from their profile as well as resetting PSWs and unlocking Windows accounts from the Windows 10 and the newly migrated Windows 11 accounts- Resolves technical problems & answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.- Respond to telephone calls, email, and personnel requests for technical support.- Works closely with auditors, agents and special agents within the US Dept of Human & Health Services- With the assistance of the network engineers, I travel to the data center to install, configure, and support firewalls to ensure network security.- Occasional travel to support, repair, and/or replacement of routers, network switches, servers and databases within the Pacific Northwest regional offices- Procuring equipment and Optimizing network software and hardware like servers, routers, and Network switches

- Building, deploying, and supporting Williams-Sonoma's Windows infrastructure that supports their retail locations in the US and Canada. - Provide production support for patching corporate servers and administration of network switches in stores, including creating configurations for Cisco switches.- Implement and maintain Windows servers and clients within the retail stores and corporate locations.- Creates and monitors incoming tickets via ServiceNow.

- Create and/or manage ServiceNow trouble tickets. This also involves resolving, assigning, and escalating tickets to other teams via phone call and/or email. - Used enterprise monitoring software like SolarWinds and Dynatrace to alert other support teams of potential critical alerts like propriety applications and network circuit outages from physical locations. - Managing Major Incidents that support meeting or exceeding resolution SLAs. Resolve Sev 1 and/or Sev 2 tickets issues on a 24x7 basis which includes Facilitating, notification, escalation, and coordination and monitoring. - Sev 1 and/or Sev 2 ServiceNow tickets are created and resolved based on incident severity guidelines which includes notification, escalation, and coordination and monitoring.- Documents workflow of processes within the organization with the creation of Knowledge Base articles- Creates and monitors incoming escalating tickets via ServiceNow.- Troubleshooting Citrix VDI Desktops and XenApp Applications within VMware vSphere and Citrix Director - Optimizing network software and hardware like desktops

- Troubleshoot and/or Train various teams and users within Microsoft Office applications. - Served as a point of contact in all computer hardware, software, and telecommunications incidents and requests. - Troubleshooting Citrix VDI Desktops and XenApp Applications within Citrix Director- Excellent Customer service and communication skills