- Address and troubleshoot critical and complex IT support cases to ensure quick and effective resolutions for high-impact problems.- Perform in-depth diagnostics and repair for hardware, software, and network issues across various platforms, ensuring minimal downtime for end-users.- Perform incident response activities, including identifying root causes, coordinating with other teams, and implementing preventive solutions to mitigate future occurrences.- Manage regular software and hardware updates, security patches, and system optimization to enhance system performance and safeguard against vulnerabilities.- Provide support for on-premise and cloud-based infrastructure, including managing network configurations, VPNs, and remote access solutions for end-users.- Maintain data backups, ensuring data integrity and security for email, servers, and storage.

- Delivered comprehensive support for hardware, software, and network issues, managing an average of 111 tickets monthly.- Troubleshot and resolved a wide range of technical issues, including printers and Microsoft Office applications, minimizing user downtime and enhancing productivity.- Facilitated new user onboarding, configuring accounts and systems for smooth transitions.- Administered Active Directory user profiles, ensuring proper access and adherence to security protocols.- Guided users through onboarding, simplifying technical information for better comprehension.- Achieved high customer satisfaction with positive interactions and timely solutions.

- Supported a diverse range of devices and operating systems, including Windows 10, macOS, iPhone, and iPad, ensuring reliable operation.- Resolved networking issues to maintain consistent system performance.- Performed hardware diagnostics and repairs on Lenovo and Dell laptops, extending device lifespan.- Maintained and repaired printers, ensuring operational efficiency.- Collaborated with team members to resolve technical issues, contributing to high customer satisfaction.

- Managed computer maintenance for seven public libraries, ensuring consistent and reliable operation across all locations.- Implemented automated patching and desktop imaging processes using PDQ software and Microsoft Deployment Toolkit, reducing manual intervention, ensuring up-to-date security patches, and streamlining system deployment by 50%.- Collaborated with library staff to identify and address IT needs, providing training and support to improve overall system usage and efficiency.