Information Technology Support, supporting a staff of 50 Financial advisors, and 11 staff employees. Duties include onboarding and offboarding of all technology devices (Mobile, PCs, Laptops, iPads), granting, modifying, and removing access through IAMSTRONG access management database. Updating staff monthly on emerging tech within MassMutual, latest phishing attempts and best practices to protect yourself, as well as any Microsoft, or apple updates having to do with their computers (Ex: Microsoft’s Patch Tuesday). IT troubleshooting support daily.- Onboarding includes, downloading of company software, Office365 account creation, manually uploading user into printer database to allow access, encrypting device (modifying group policy), syncing users’ outlook, zoom, teams, and any additional software used.- Accomplished an Agency firm score of 97% as of 6/12. This score is based on device inventory and management of these devices in accordance with MassMutual’s device compliance standards.- Access management through IAMSTRONG database, creating users, providing them correct access based on their role, as well as maintaining and updating current users. Annual Security certification of each firm required. Modifying and checking current users to ensure compliance is being met.- Providing immediate troubleshooting support, on standby. Remoting into devices if needed, usually through Quick Assist application.- Constantly updating tech devices in conference rooms, and throughout the office to keep up with current emerging technology.

Contracted by AT&T through Insight Global. Day to day responsibility includes monitoring and troubleshooting devices such as Cisco Catalyst and Nexus switches, Cisco 4000 series routers, T1 and T3 circuits, etc.Experience working with:- Cisco SD-WAN architecture.- MRS (Managed router services)- MIS (Managed Internet services)Receiving inbound calls from clients regarding outages, connection issues, cabling error, etc. Opening tickets on behalf of clients, as well as providing updates on current opened tickets.- My 1st shift team maintained a 95% completion percentage of new tickets within the 5-hour SLA window.- Receiving inbound calls from clients regarding outages, connection issues, cable problems, etc. Opening tickets on behalf of clients, as well as providing updates on current opened tickets.