• Account and system administration of a hybrid environment.• Assisted with implementation and administration ofManageEngine.• Assisted in the set up and implementation of intune.• Assist with JAMF mobile device management.• Assisted in recovery of cyber attack.• Administration of licenses of multiple products.• Maintained and created how-to and knowledge base articles.• Accountable for providing assistance to users with supportinquiries. This includes documenting, diagnosing, and ensuring the resolution ofall end-user issues through various channels such as phone, remote access, email,or a ticketing system.

• Monitor ticket queues, resolve tickets with appropriate assistancefrom other team members and third-party vendors, or escalate tickets outside ofSLA’s until resolved.• Installing and upgrading hardware and software and providingcomplete assistance while configuring hardware, software, and peripherals of theend user systems following an approved service.• Resolving network related issues• Providing one-on-one assistance to the end user, either by phone,mails, or in person.• Providing general desktop support, project coordination, imaging/re-imaging PCs or laptops.• Provide timely, detailed, and accurate status information andresolution for all issues/projects.• Reimage, repair, and prepare laptops that are designed for shortterm use for end users that do not require a permanent device.

Receive and make phone calls and/or emails to resolve customer issues using footprint, remote desktop, and many other programs to ensure all locations are able to continue working properly.

• Imaging devices using VMware, pushing software via LANDesk,testing software, setting up printers and other peripheral devices, and usingServiceNow for ITSM.• Created and deployed detailed testing scripts to verify that allmedical software and hardware interacted within the medical software EPIC thentested and verified everything was working to meet HIPAA guidelines.• Coordinated with the TDR project management team and the localdesktop support to confirm the testing locations and peripherals required.Provided status report to the virtual command center and updated asset data daily.• Preparing workstations before deploying them to increase flow ofwork. This included imaging the device, installing and setting up software,registering all software applications required, assembling the workstation, andensuring all required devices were sent to the correct location.• Perform testing on workstations, printers, and peripheral devicesusing a detailed testing script.• Travel between BJC sites and med groups to install hardwarerequired for the implementation of EPIC in a virtual environment.• Responsible for assisting users with tier 2/second level supportissues. Documenting, troubleshooting, and ensuring closure of all end user’sissues via phone, remotely, email, or ticketing system while maintaining andupdating KB articles.• Communicate current recurring issues with field technicians andmanagers• Assigned tickets to field technicians with KB articles.• Installed and configured hardware: computer workstations, laptopcomputers, tablets, and hand-held devices.• Follow up on open tickets to ensure proper response andsatisfactory resolution and keep detail-oriented documents regarding problemsand solutions.• Provided operational support such as incident resolution, incidentescalation, critical situation disposition and closure.