• Installed, configured and troubleshot users' PCs, printers, video, phones and network connectivity issues•Monitored tickets in FreshService•Communicated technical information to technical and nontechnical personnel• Recommend hardware and software solutions, including new acquisitions and upgrades• Participated in testing of information technology and infrastructure projects

• Maintained and troubleshot over 100 printers ranging from desktop printers to corporate multifunction printers• Troubleshot thin clients, peripherals, scanner guns, and label printers (Honeywell, Intermec) found on factory floor• Onboarded and offboarded employees (account creation/deletion, laptop setup/retirement, access provisioning/deprovisioning)• Supported software and hardware issues in conference rooms (Crestron, Barco)• Replaced user’s machines that were nearing end… Show more • Maintained and troubleshot over 100 printers ranging from desktop printers to corporate multifunction printers• Troubleshot thin clients, peripherals, scanner guns, and label printers (Honeywell, Intermec) found on factory floor• Onboarded and offboarded employees (account creation/deletion, laptop setup/retirement, access provisioning/deprovisioning)• Supported software and hardware issues in conference rooms (Crestron, Barco)• Replaced user’s machines that were nearing end of warranty Show less

• Supported transition and management of SSO provider from Azure AD SSO to Okta SSO• Assisted with transition from Windows to Google• Implemented UEM solution in Intune• Helped facilitate move from local AD FS to Microsoft Entra• Set up Docusign-Okta integration using APIs• Introduced and managed ITSM solution using JIRA• Streamlined and improved onboarding process using Intune, SmartSheets, and JIRA• First point of contact for over 150 users regarding technical… Show more • Supported transition and management of SSO provider from Azure AD SSO to Okta SSO• Assisted with transition from Windows to Google• Implemented UEM solution in Intune• Helped facilitate move from local AD FS to Microsoft Entra• Set up Docusign-Okta integration using APIs• Introduced and managed ITSM solution using JIRA• Streamlined and improved onboarding process using Intune, SmartSheets, and JIRA• First point of contact for over 150 users regarding technical issues, including tier 1, 2, and 3 issues• Managed hardware procurement, inventory, and distribution• Managed software packages and silent installs using PDQ deploy• Used PowerShell scripting to automate tasks e.g. disabling user accounts, checking password expiration dates• Spearheaded creation and implementation of around 90 Office365 Dynamic groups• Led project to upgrade and retire end-user laptops based off CPU benchmarks, upgraded 60% of company machines• Developed and maintained knowledge base articles to improve the efficiency and accuracy of troubleshooting technical issues Show less

• Provided solutions for customers’ issues with hardware and software, worked on over 250 tickets• Deployed and managed technical assets• Maintained documentation in database of service calls, worked on over 35 KB articles• Worked on the configuration of Office365 for university and staff machines using XML files• Deployed and configured VoIP systems throughout campus for staff