Currently, I serve as a Help Desk Specialist which has given me the tools and skills required to troubleshoot issues remotely. On a daily basis, I troubleshoot a diverse array of devices with varying configurations, from Windows 7/10 workstations to multifunctional and mobile devices. My hands-on experience with the O365 Suite, including MS Teams, and Adobe Acrobat allows me to provide comprehensive support tailored to user needs.In my role, I efficiently handle incoming calls and manage trouble tickets using ServiceNow, ensuring timely resolutions or appropriate escalations. My contributions extend to enhancing our knowledge base and developing runbook resources for the CTA help desk overseen by SDI Presence, ensuring our team operates with up-to-date information and best practices.Previously, I collaborated in various teams during my internship, where I assisted in imaging, refreshing, and deploying devices across departments for the City of Chicago. This experience enriched my skills in deskside support, enabling me to provide exceptional customer service in diverse environments.Currently, I am pursuing a bachelor's degree in Cybersecurity at Northeastern Illinois University, with aspirations to specialize in Computer Forensics. I am eager to expand my knowledge and leverage my skills to make a meaningful impact in the cybersecurity field.