• Managed enterprise IT infrastructure, including server administration and network management, ensuring smooth operations.• Provided Tier 2 support for critical incidents, ensuring high customer satisfaction and business continuity.• Collaborated with cross-functional teams to recommend scalable solutions for growth and improved security.

Administered Azure AD Connect, enabling seamless synchronization of client users from on-premises Active Directory to Azure AD, strengthening security and simplifying user management in hybrid IT environments.Administered SharePoint environments for clients, overseeing site creation, permission management, and document migrations to enhance collaboration, streamline document management, and improve team access control.Configured and supported client firewalls, including VPN setup and troubleshooting network disruptions, enhancing security and improving network performance for remote and local users.Configured Office 365 MFA and tailored Conditional Access policies to align with clients’ specific security requirements, improving access control and user authentication.Deployed and managed Group Policy Objects (GPOs) across client environments to ensure consistent security and operational configurations, improving overall system governance.Performed firmware upgrades on Cisco, Fortinet, and WatchGuard network devices, improving reliability, performance, and security across client networks.Restored critical client data from backup systems to RDM Farm servers, including databases and application data. Verified application functionality post-restoration to ensure minimal operational disruption and swift client recovery.Managed storage and server infrastructure, including resizing disks and decommissioning legacy domain controllers, while overseeing hardware upgrades for ESX hosts to optimize client-server performance and system scalability.Implemented Multi-Factor Authentication (MFA) on RDS servers for multiple clients, significantly strengthening security protocols and reducing unauthorized access risks.

In my role as a Techncial Support Specialist at Idealogical, I extensively utilized ConnectWise to manage service desk tickets, track incidents, and ensure prompt resolution of client issues. I also managed Windows Server environments and Microsoft Intune for multiple client organizations, configuring and supporting Active Directory, Azure AD, DNS, DHCP, and file services to ensure efficient IT operations. Additionally, I provided Tier 2 support for critical incidents and complex troubleshooting, ensuring high levels of customer satisfaction and business continuity.

• Installed, tested, and supported desktops, laptops, and applications for Bayshore HealthCare.• Managed service desk tickets, tracked incidents, and ensured prompt resolution of client issues.• Configured and supported Windows Server environments, Active Directory, Azure AD, DNS, DHCP, and file services.

As an IT Support Technician at PC Place Ltd, I efficiently resolved end-user issues, managed customer requests, and proactively monitored Windows Servers for performance and availability.• Managed customer requests using ITIL principles and ConnectWise Ticketing System.• Conducted system administration duties in Windows Server 2008 R2, 2012 R2, and 2016.• Proactively monitored Windows Servers for performance and availability.

• Provided 24/7 on-call support for supply chain operations, ensuring reliable IT infrastructure uptime.• Conducted systems analysis to optimize fleet management and decision-making processes.• Developed and implemented operational procedures for deployment, upgrade, and maintenance.

Held responsibility for Identifying opportunities for process redesign that helped the organization refine productivity.Played an integral part in helping the company implement and customize their workforce management strategy, enabling updated business processes by providing input on best practices / lessons learned from prior project implementations / upgrades and provided advise on risks, and impacts on other processes or systems.• Ensured that any IT solutions designed, configured, developed and implemented satisfied the business requirements and manage traceability of requirements through design, configuration, development, and testing.• Liaised with system vendors, communicating users’ feedback and conducted testing that resulted in measurable improvements in system performance and operational productivity• Held responsibility for troubleshooting end-user issues with in-house developed or off-the-selfapplications• Conducted regular training of users on software and equipment usage• Assisted staff with questions or technical issues regarding hardware or software use• Monitored nightly batch processes for failures, working with vendors for resolutions and reporting accurate results to affected departments.• Resolved tickets sent to the helpdesk, sometimes meeting end-users to quickly identify the

In my role as Super User Information Systems at APM Terminals in Kingston, Jamaica, I developed web applications for the Operations Dept. My responsibilities included gathering data from various platforms to produce reports for different departments and managing IT projects such as a web-based appointment system and an EDI system.