- Spearheading high-quality IT support and dispatch services, expertly catering to prestigious clients such as Merrill Lynch and Pepsi by deploying rapid, tailored solutions that addressed specific technical challenges and needs. - Play a pivotal role in enhancing the IT infrastructure for a variety of finance and wealth management companies and large enterprises, delivering exceptional technical support and contributing to significant system performance and reliability improvements. - Demonstrate adaptability and expertise across multiple industries, including banking and finance, healthcare, and manufacturing, by optimizing IT systems for enhanced performance and scalability, thus fostering strong, enduring client relationships.

- Delivered PC hardware, software, and network support, efficiently handling on-prem and remote work order requests, including analysis and break/fix solutions for first and third-party devices and software, leveraging MS365/O365 and Power Apps. Troubleshooting and creation of DaaS solutions in Citrix Workspace. Mimecast for email and collaboration security. - Utilized Active Directory for onboarding and offboarding Users and troubleshooting analysis and GPOs. MS365 and O365, DNS, DHCP, DFS, Print, employing remote services to Windows Server as well as VMWare for in-depth service and event analysis, aiming for root cause identification and resolution. Utilized MS Azure EntraID for Identity management. - Spearheaded device imaging and provisioning using SCCM and Azure-joined devices Configuration Manager, optimizing memory usage and software deployment updates, ensuring system integrity and compliance with IT standards. - Utilized RSAT utilities, TeamViewer, Beyond Trust, and MS Teams for effective remote user support, documenting all troubleshooting steps and resolutions in ServiceNow to uphold stringent SLA requirements. - Oversaw required IT asset management, focusing on end-of-life cycle refreshes and strategic site survey and project planning for IMACD initiatives, encompassing a wide range of hardware and peripherals. - Applied hardware and software procurement processes to fulfill diverse IT work order requirements. - Showcased proficiency in Windows 7-11, Mac OS, Windows Servers, WinPE, and mobile devices. Hexnode for MDM.

- Efficiently managed and prioritized incoming support tickets using xMatters, Service Manager, and Jira, ensuring quick resolution of hardware, software, and network issues to meet stringent SLAs and enhance user experience. - Expertly used Active Directory/Entra ID for troubleshooting analysis and GPOs, MS365, O365, DNS, DHCP, DFS, employing remote services to Windows Server as well as VMWare for in-depth service and event analysis, aiming for root cause identification and resolution. Effectively utilized MS Azure EntraID for Identity management. - Oversaw the installation, troubleshooting, and configuration of print and PC devices, utilizing SCCM for updates and refurbishments, and achieved certified HP Printer Technician status for specialized break/fix tasks. - Implemented and maintained robust security measures through VPN configurations and BitLocker, complemented by proficient remote device management using Beyond Trust and TeamViewer. - Fostered excellent internal and external relations, diligently solving technical issues and contributing to the internal knowledge base, ensuring high-quality support and efficient communication across all levels. - Conducted thorough inventory and procurement management, including annual EOL lifecycle refreshes through Maximo, streamlining device availability and compliance with organizational IT standards.

- Provided technical support, handling incoming requests through telephone, email, and chat, achieving call-handling goals by closing an average of 18 calls daily, 225% above quota, with a 95% first-call resolution ratio, exceeding KPIs and meeting SLAs. - Leveraged Bomgar/Beyond Trust for remote assistance, demonstrating exceptional problem-solving skills to identify, research, and resolve user issues, ensuring high customer satisfaction through effective follow-ups and case escalations when necessary. - Managed installation, configuration, and troubleshooting of software/server plugins, utilizing expertise in Active Directory, SQL Server for database solutions, and MS365/O365, contributing to improved system reliability and user experience and service. - Utilized Salesforce and Jira for logging and tracking of support requests, and maintaining history records and documentation, which facilitated the preparation of statistical reports and informed software and hardware evaluations to enhance user efficiency. - Fostered strong internal communications and collaboration using Office 365, Intel Unite, Talkdesk, Slack, and Zoom, supporting seamless teamwork and coordination within the company.

- Excelled as a technical support specialist, providing both onsite and remote troubleshooting and problem-solving expertise across a variety of hardware and software systems, ensuring compliance with all service-level agreements. - Conducted detailed product analyses to identify and resolve issues with desktops, laptops, virtual PCs, printers, and mobile devices, alongside addressing LAN/WAN networking challenges for SMBs, enhancing system reliability and performance. - Developed comprehensive budgeting strategies for the procurement of software and hardware, leveraging innovative analytical skills to ensure cost-effective resource allocation. - Applied advanced troubleshooting techniques to swiftly diagnose and resolve client issues with MS365/O365, SharePoint, Teams, OneDrive, Power Apps, and related connectors, significantly improving system usability and client satisfaction. - Enhanced team collaboration and client communication through effective administration of Zoom, WebEx, and MS Teams meetings and provided end-user training on new and existing tools, facilitating smooth adaptation to technological advancements.