• Facilitated company-wide migration to Windows 10 platform• Supported an application suite migration from Google Workspace to Office 365 Enterprise• Completed a mobile device reconciliation project to reduce company costs• Contributed to a knowledge-base, documenting novel issues and requests• Facilitated office site closure and shift to company-wide remote work model• Provided end user support for 5,000+ employees across multiple locations (in-office and remote), throughout the US, UK, Europe, India, South Korea and Costa Rica• Participated in an after-hours on-call rotation to provide emergency after-hours support to end users• Provided off-site support via remote access and management tools• Provided instruction to employees as new technologies were adopted• Performed hardware diagnostics, troubleshooting, and repair of computer equipment, peripherals and AV equipment

Serviced a workforce of 350 employees in multiple locations throughout the U.S. Provided support for 100+ clients. Performed On-Call duties. Provided first-response support to employees and clients; elevated issues to senior staff as required. Answered support hotline for employees writing closed captions for live television broadcasts. Worked weekends and evenings to provide first-response support during after-office hours. Provided off-site support through telephony systems and Windows/3rd party remote control software. Maintained and supervised company hardware: computers, servers, printers, networking equipment. Maintained and supported company software: email, web-filter, antivirus, data backup and retrieval. Provided administration for Active Directory, Group Policy, Exchange, and Windows Server Update Services. Captured and deployed PC images via Sysprep and Windows Deployment Services. Utilized the VITAC trouble ticket system, TechDiff, to address and track employee-submitted issues. Submitted purchase orders to supply equipment for all departments. Tracked company hardware via database entries and asset ID tags. Worked under direct supervision of chief Systems Administrator

Provided technical support for 1,000+ users. Utilized the Goodrich developed ticket system: Enterprise Request for Service (eRFS). Completed 213 tickets. Ensured proper maintenance of workstations, printers and peripherals. Assisted in data recovery. Recovered and replaced dysfunctional hardware components and software throughout the facility. Responded to user service requests. Participated in a new-PC deployment program. Applied ghost images to desktop and laptop machines. Proposed and headed a project which upgraded wireless transmission security throughout the wheel and brake production areas. Supervised by the head of IT’s infrastructure management department. Worked closely with and assisted members of the infrastructure department.