• Provide advanced technical support to end-users, resolving complex hardware and software issues promptly.• Prioritize and manage diverse incidents and service requests within the ticketing system.• Conduct thorough analysis and troubleshooting of escalated technical problems.• Mentor junior team members and collaborate with Level 1 technicians.• Identify opportunities for process improvement within the support workflow.• Engage in cross-functional projects to enhance system reliability and security

• Assisted full-time IT staff in daily support functions. • Managed and escalated incidents in the ticket queue. • Provided technical service, troubleshooting devices remotely or in-person. • Oversaw Level 1 Student Worker technicians, providing support and training. • Worked with the Help Desk Supervisor on payroll and reporting. • Enhanced the Call Center knowledge base and tracked help desk activity.

• Participated in the Connecticut CyberHUB Threat Within and NIST Framework project hosted by IQ4. • Completed weekly tasks focused on the NIST framework and insider threats.

Management/IT Support (Seasonal during the Summer and Winter)• Cross-trained existing employees to maximize team agility and performance• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency• Managed and fixed a variety of computers and electronics (registers, inventory systems, office computers, printers etc.) that were essential for daily business operations. Secured devices with sensitive information. • Provided first and second line support and troubleshooting of Internet connectivity, hardware issues and essential software on systems. To lessen the likelihood of needed support from an external support entity. • Provided employees with one-on-one support when needed if an issue was fixable through employee education.• Implemented systems and procedures for other employees to determine the appropriate type of support needed to remediate issue as quickly and appropriately as possible. This decreased the number of issues reported incorrectly which saved time and resources.