• Specializing in the design, deployment, service and support of full-stack technology solutions for the SMB market.• Consultation with key stakeholders to align current technology implementations with industry trends and provide tailored product and service recommendations.• Windows, macOS, Linux OS, hardware and applications software troubleshooting in diverse environments. • Ensure continued availability of client IT resources through proactive security practices, systems monitoring and adherence to product life cycles in line with budgetary resources.

• Served as a subject-matter expert resource to acclimate incoming CampusWorks IT personnel to Prairie State College’s enterprise technology environment and operational processes.• Coordinated with Dell Engineers to plan and design Prairie State College’s data center migration project from a traditional 3-tier architecture to hyperconverged Dell VxRail.• Served on the Tier 3 problem escalation team for server, messaging, network, applications and endpoint support staff in a Windows/VMWare/HP/Aruba environment.• Served as a mentor for junior staff and provided outgoing recommendations to leadership to address upcoming technical challenges and deficiencies in the efficiency of operational services.

• Advanced in role from Tier 2 hardware and software support to administration of the College’s hybrid Active Directory/Entra ID, SSO, Microsoft 365, Sophos Intercept X EDR and Google Workspace environments comprised of approximately 5,000 user accounts and 500+ endpoints.• Served as Tier 3 escalation point for server, messaging, network and endpoint applications support in a Windows/VMWare/HP/Aruba environment.• Responsible for rapid threat triage and remediation of compromised user accounts. Participated in CIS and NIST cybersecurity evaluations, policy development and implementation.• Managed vendor relationships and enterprise software licensing contracts for the College's Microsoft 365, Google Workspace, Scantron Class Climate, GoToMyPC, and various departmental application deployments.• Effective communication of complex topics with a diverse set of internal customers with varying technological backgrounds and levels of understanding.

• Reduced average overall service completion time from 3-5 business days to 1-2 business days. • Trained 4 new hires in Company technical procedures and best practices.• Expanded available services to include Mac troubleshooting, data recovery, and consulting.• Executed technical services ticket prioritization, scheduling, and completion for Windows, Linux, and macOS hardware and applications software troubleshooting. • Communicated effectively with a diverse customer base of varying technological and socioeconomic backgrounds.