• Design and maintain the IT Service Desk Website Dashboard using Microsoft SharePoint, resulting in a 20% increase in user satisfaction due to its user-friendly interface and enhance functionality for efficient IT support services.• Lead project scope determination as Scrum Master, resulting in a 15% improvement in project delivery time by implementing agile methodologies and efficient resource allocation.• Facilitate agile methodologies to ensure project success and timely delivery.• Manage Adobe licenses for the district via Adobe Admin Portal and Microsoft Azure.• Coordinate with stakeholders to optimize license usage and resolve licensing issues promptly.• Communicate effectively with Instructional Application and Adobe stakeholders to address technical concerns and optimize system performance.• Provide remote support via System Center Configuration Manager• Train and mentor other technicians and support professionals to enhance skills and provide quality support services.• Develop and maintain detailed troubleshooting guides and knowledge bases for staff reference, resulting in a 40% reduction in average support ticket resolution time.• Efficiently manage user accounts across Active Directory, Microsoft Azure, Power BI, and SAP, enhancing security compliance and improving user access accuracy.• Large school district, serving over 100,000 students and 14,000 employees within an 80-mile radius.

• Orchestrated the delivery of hardware equipment to a diverse faculty and staff cohort exceeding 600 staff, ensuring seamless integration and functionality.• Proficiently replaced hard drives and re-imaged devices to enhance system performance and prolong hardware lifespan.• Maintained meticulous work order records, promptly updating status to the Service Desk for streamlined communication and resolution tracking.• Configured a wide array of computer peripherals including computers, printers, and scanners, tailored to meet the specific needs of faculty and staff members.• Demonstrated adept troubleshooting skills in diagnosing and repairing Windows 7 and 10 PCs, laptops, printers, and desktop scanners, ensuring minimal disruption to daily operations.• Leveraged remote diagnostic tools to swiftly identify and address viruses and other technical issues, minimizing downtime and optimizing system performance.• Implemented software upgrades, including spyware/malware and antivirus installations, to fortify system security and safeguard against potential threats.