It Infrastructure Systems Analysist
Triaged, assigned, and resolved service tickets within the Help Desk (SolarWinds) system.Provided user support for software (Microsoft 365, Google Workspace, Windows), hardware (DELL laptops, iPads/iPhones/AppleTVs, printers), and infrastructure (Meraki MDM, VOIP), including vendor contact for support.Monitored and maintained network, server, and peripheral equipment, diagnosing the root causes of IT issues.Served as the escalation point for Level 2/3 support issues.Implemented infrastructure solutions such as Duo, Teams, and 2FA.Managed IT vendors, assessed their performance, and ensured their compliance with company standards.Updated software with patches and new installations to close security loopholes and protect users.Created documentation and runbooks for IT service offerings.Assisted in developing a framework for IT-related policies and procedures.