Experienced IT Support Specialist with over 6 years of expertise in responding to client support requests, diagnosing and resolving technical issues, and providing comprehensive IT support to both admin staff and students. Proficient in utilizing ITSM ticketing tools (CMMS, ServiceNow) for ticket assignment and ensuring SLA compliance. Skilled in system/network support, desktop/laptop assistance, switch replacements, backups, and restorations. Experienced in basic Active Directory administration, ERP application support at Level 1, and supporting infrastructure teams during technology rollouts. Adept at troubleshooting hardware/software issues, installing and maintaining hardware/computer peripherals, and offering Multimedia AV support. Capable of advising on software/hardware upgrades, providing basic training, creating SOPs, and managing IT inventory. Expertise in IT operations, technical support, Citrix thin client installations, printer installations, IP configuration, proxy updates, software installations, and licensing. Additionally, provided support for CCTV cameras, NVRs, and wireless access points in collaboration with network engineers.