• Serve as a single point of contact for end users, offering support and maintenance within the desktop computing environment.• Install, diagnose, repair, maintain, and upgrade all hardware and equipment including PCs, laptops, monitors, printers, and related peripherals to ensure optimal workstation performance.• Install, upgrade, support, and troubleshoot Windows 10, other operating systems, and Microsoft Office 365.• Troubleshoot and resolve issues related to printers, computer hardware, and authorized peripheral equipment.• Lead on all IT project from conception through to completion including any required staff training and support.• Assist end users with laptop (PC or MAC) software installation, configuration, or troubleshooting• Complete hardware and software installation, maintenance and repair• Oversee the daily server backup routines, ensuring these are completed and remain secure.• Precure new hardware and software while remaining within the IT budget.• Assess the IT infrastructure to ensure both IT productivity and performance is maintained.• Stayed abreast of leading practices and technological advancements in the industry and applied it to performance of duties • Implemented new identity management policies, spearheading multifactor authentication for remote users, and developed education and training programs concerning identity and access management (IAM) related risks to the business• Managed users' identities and associated access privileges to safeguard organizational data and digital assets• Implemented best practices for password management, such as enforcing strong password policies and promoting user education on password security to mitigate the risk of unauthorized access and enhance overall cybersecurity posture within the organization

• Spearhead global asset management and technical support logistics by creating access channels, implementing document assessment processes, managing user access worldwide, and handling software navigations, in order to mitigate the risk of system errors.• Address staff technical support needs by verifying security credentials, while managing system clearances, firewall installations, remote access, and software updates on company computers and mobile devices to ensure the protection of internal data. • Manage and maintain all user accounts by monitoring performance functions and running ongoing diagnostic tests in order to troubleshoot data discrepancies and other technical issues, while closing up to 510 tickets on a monthly basis. • Execute personnel dissolutions by processing employment status changes to eliminate the risk of a potential security breach. • Participate in weekly team lead meetings to report on current key performance indictors (KPIs) and identify areas of improvement in order to remain in compliance with company regulations, while sustaining a lucrative business. • Provide expert assistance throughout the Information Technology Infrastructure Library (ITIL) life cycle, while overseeing the maintenance of IT knowledge articles, to ensure all information remains relevant and up to date based on company standards. • Optimize opportunities for training and development by attending information technology sessions to remain abreast of leading practices, technological advancements, and complex methodologies that are being utilized across the industry.. Migrated and Manage IT knowledge base from OneNote to confluence.

• Administered advance technical support for all Microsoft and Windows products by completing up to 24 service requests, including Office 365 configurations, as well as software and hardware analyses, to identify root causes and repair all disconnections. • Exceeded all company system resolution targets by providing exemplar service to clients and consistently surpassing technical support averages, resulting in the achievement of a 100% customer satisfaction.

• Utilized expertise in the use of Microsoft Products by rendering global online technical support to customers using Office 365, Microsoft Exchange, and information cloud systems, while troubleshooting errors in an accurate and timely manner.• Resolved up to 8 technical support requests daily by running computer system diagnostics to address critical discrepancies, identify equipment failures, and create innovative solutions that improved all operational logistics and system functions. • Created customized Office 365 portals based on client requests in order to tailor system functions to customer needs.

• Strengthened company growth by implementing the use of system analysis reports to quickly identify and solve all technical errors.• Maintained network capabilities by accurately tracking hardware concerns, running diagnostic tests, and troubleshooting technical issues, to increase network speeds, recover lost data, and reduce the risk of system crashes.• Assisted in the onboarding of new employees by setting up network access points that tailored to their individual roles.• Facilitated training on how to utilize workstations and navigate secured networks, software systems, and wireless services.

• Established and maintained company internal communication networks by creating all technical equipment, system navigations, and computer servers, to ensure the efficient automation, streamlining, and securement of confidential information. • Oversaw complex system and hardware repairs for all desktop computers and laptops to mitigate errors and operational delays. • Gained remote access control to effectively support all company technical needs, resulting in being recognized as one of the top system administrators in the company by Executive Leadership.