I served as Level 2 Technician and implemented various activities, including collecting tickets from ServiceNow queue of incidents escalated from HelpDesk as well as support ad hoc projects to fulfill deliverables within strict timelines. I am capable of delivering effective management oversight to state assets and data centers; while carrying out exceptional business practices and customer service. I am responsible for modelling new machines to meet integration schedule requirements. I play an integral role in updating hardware data in ServiceNow and closing incidents / tasks. I am effective at monitoring and managing hardware and software inventory records to assure optimal stock levels and decrease expenses. I supervise VPN management from installation, configuration, and troubleshooting by using Pulse Secure and Cisco AnyConnect. I successfully access users computers digitally using several tools, including SCCM, BeyondTrust, QuickAssist, etc. I leverage System Center Configuration Manager to streamline multiple windows-based computers, laptops, and printers. Notable achievements for this role are mentioned below: Maintained SLAs for ~1000 remedy tickets; submitting for workstation support weekly via ServiceNow. Increased customer's satisfaction through troubleshooting and resolution of user's issues, remotely and in-person. Attained high levels of expertise in utilization of Office365, comprising deployment, configuration, and troubleshooting. Executed overall tasks related to new computer deployment, such as data migration, program's installation, and physical set-up. Fostered special projects; involving Office 365 / Windows 10 migrations and interacted with numerous agencies to accomplish computer refresh projects. Mentored up to 40 employees on weekly basis to successfully interpret state technologies along with training four newly hired technician regarding processes and procedures.

During that tenure; I had facilitated students in exceeding goals and expectations consistently by actively coordinating with parents and adult students. I was accountable for maintaining student safety and recording concerns to demonstrate at weekly meetings; while instantly determining and resolving all major safety issues. I managed a team of six to eight Assistant Instructors via on-the-job training and weekly meetings for upcoming curriculum, leadership skills, and class management. I planned and rolled out numerous monthly events; covering student activities, graduation ceremonies, and community outreach programs.Here are some of important accomplishments for this position: Demonstrated outstanding performance in maximizing school retention and new student sign up rates. Administered all instruction regarding kid's classes, ages ranging from 5 to 13 as well as adult Krav Maga classes, spanning from 14 to 65 years old.

At that company; I was effective at steering various procedures, comprising wiping and formatting hard drives for resale in line with NAID standards as well as testing / preparing units for sale. I spearheaded projects to rearrange hard drive wiping / formatting processes, restructure parking for employees / visitors, and develop new workstation mezzanine for Laptop Scrap department by using CAD software.List of my essential contributions includes: Created lucrative strategies to surpass day-to-day production goals by 125% to 135%. Served as member of organization of corporate events (Employee engagement committee). Conducted quality inspection of 10K+ units of enterprise IT equipment for repair and repurposing. Executed all data and hardware sanitation and destruction in line with NAID and R2 certification guidelines. Diagnosed laptops for resale as well as displayed resourceful use of laptops parts to rebuild entire units of higher value. Coordinated and trained employees in all areas of testing laptops, desktops, monitors, A/V equipment, and various electronics for key functions.

As an IT Desktop Support Consultant; I addressed professors' and employees' IT requests and identified / mitigated issues remotely and in-person. I successfully provided excellent service to ensure completion of all tasks in timely manner, while representing as Level 2 Technician.My prominent achievements for this role are written below: Managed and completed 25 to 35 tickets on weekly basis in compliance with SLA. Played vital role in conducting routine antimalware scans / general maintenance, imaging, and data migration. Supported initiatives of replacing 350+ current and outdated desktops / laptops with new machines, from preparation and deployment of OS to installation within campus.