• Delivered end-user and systems support, handling high ticket volumes and escalations via phone and email, for diverse applications, with expertise in Windows and Dell thin client support, M365, Active Directory, Azure, and Exchange Admin for user and asset provisioning, Citrix Director, remote point-of-sale, Windows server, and domain administration.• Serving as technical team lead, I’ve driven technician development, formulated knowledge base and SOP documentation, and played a pivotal role in numerous strategic implementations. This includes projects like Azure MFA/SSO integration, transitioning to a new service desk platform, and custom Microsoft Power Apps and Power Automate tools. Further developed proficiencies with PowerShell scripting, SQL queries for data analysis, MS Teams, and embraced Agile methodology.

• Managed end-to-end IT services for 8 restaurants and 1 office, overseeing equipment, databases, vendors, project management, security standards, and business analysis.• Implemented and maintained diverse technologies, including custom IP surveillance systems, POS terminals, and e-learning kiosks.

• IT help desk support for large hotel, resort, and casino, including POS, slot machines, handhelds, and kiosks.• Managed service tickets and performed daily administrative and troubleshooting tasks, utilizing tools like Cisco Unity, Microsoft Exchange, and AS400.

Sears Technician 2, Automotive certified