• Made recommendations for selecting and deploying a Microsoft 365 Business solution.• Implemented SPF, DMARC, and DKIM to address false positive spam incidents.• Advised clinicians on deploying a private practice webpage.• Hardened Wi-Fi network on the premises for HIPAA compliance.• Provided both in-person and remote support for user equipment as needed.

• Built a client base by offering low-cost full-service laptop repairs with a quick turnaround.• Refurbished, upgraded, and sold laptops and desktop computers.• Offered remote support to professors navigating Zoom classrooms for the first time.• Took on scripting and data transformation challenges to aid students with their dissertations.

• Ensured that videoconferencing between practitioners and client law firms went uninterrupted.• Generated daily reports on user sessions to prevent issues with Citrix Application Delivery.• Documented incident resolutions in ServiceNow per ITIL, boosting stakeholder confidence.• Resolved interoperability issues between statistical analysis software and MS SQL Server.• Provided on-demand reporting for database backup restore operations.• Created knowledge base articles to reduce incidents during major deployments and migrations.• Gained IT governance approval to write a production-ready PowerShell script for new laptops.• Managed secure data ingestion from client law firms.

• Outpaced incident response and resolution SLA targets for local and remote users.• Streamlined equipment provisioning by automating changes to user profiles.• Reduced hardware overhead through laptop and desktop break/fix solutions.• Surpassed progress targets for the endpoint migration from Office 2010 to Office 365.• Served as the primary technical support point of contact with minimal escalations

(formerly Project Leadership Associates)• Provided Bomgar remote support sessions to reconnect Outlook profiles to Exchange Online.• Outperformed SLAs and contributed to knowledge base for efficient incident management.• Only escalated incidents that required changes to Exchange Online.• Successfully resolved incidents at the endpoint, reducing full resolution time.

• Supported over 2000 users worldwide in 80 countries alongside four helpdesk technicians.• Improved resolution times by maintaining a knowledge base and collaborating with Systems.• Saved the firm $100K in hardware expenditure by performing computer hardware repairs.• Assisted in the firm's pursuit of ISO 27001 by deploying Snow Software Asset Management.• Ensured a seamless migration from FTP to Globalscape MFT.

• Took on nearly any computer repair challenge to increase revenue and customer confidence.• Drove profitability by building custom made-to-order desktop PCs.• Took ownership of customer outcomes to bolster the technical services reputation.• Provided oversight and mentorship to four technicians.• Directly influenced a nearly two-fold increase in revenue from technical services.

• Providing and maintaining professional customer service and communications to all customers• Managing customer expectations and satisfaction• Comprehensive and accurate diagnostic inspection services• Ensuring customer awareness of implications of repair services• Providing swift, concise, and skillful hands on repair services• Executing the best company representation while performing in-home and on-site services