Tier 2 Help Desk Technician
Current
Addison, Texas, United States
- Analyzed trends in Jira's ticketing system to develop proactivesupport strategies to reduce ticket volume and resolution time.
- In-depth knowledge of Windows, Linux and MacOS, includingtroubleshooting system and driver related issues.
- Led a project to wire all end users on Ethernet, ensuring networkconnectivity typically 10 times as fast and significantly morereliable.
- Effectively collaborated with system and network administratorsto resolve complex issues.
- Managed a user base of over 100 employees, overseeing andadministering Microsoft 365, Exchange, Purview, Microsoft Defender, Intune, Active Directory, Gsuite,Airwatch, Zoho, among other solutions.