• Installing and maintaining software - Responsible for putting policies and procedures in place to keep up with software installation and updates.• Managing network servers and technology tools - In charge of monitoring systems alert across applications and infrastructure. Detect incidents and network metrics such as: CPU, Disk usage, Latency, DNS. Use of Cisco tools to monitor and maintain optimum performance across infrastructure.• Account and workstation setup - Create end-user accounts, assign applications to users, assign user roles, and administer permissions across platforms. Setup workstations (desktop and laptops) for clients.• Security management and password - Tasked with managing passwords and single-sign-on (SSO) policies and practices across organization. Ensure passwords meet security guidelines and requirements. Ensure clients abide with the two-factor authentication policy for added layers of security across user accounts.• File management - Put policies and procedures in place for efficient file organization and sharing among clients. Grant permissions and roles related to file management to ensure confidentiality and unauthorized access.• Troubleshoot - Resolve technical issues clients may have with their workstation and applications. Perform a deep dive into the problem through research on finding ways to resolve the issue.• Systems upgrade - Help client upgrade to the newest version of operating system and help download and install pending updates for system optimization.• Hardware break/fix - Replace computer hardware components: hard drive, power supply, battery, peripheral components.• End-user onboarding/training - Setup laptop/desktop for new users. Coordinate onboarding with users to train them on how to make use of required applications on all platforms as per organization policies.

Responded to support requests from end-users and patiently walked individuals through basic troubleshootingtasks.Maintained office PCs, networks and mobile devices.Performed troubleshooting and repaired peripheral devices such as printers, scanners, and hard drivesSet up PCs, projectors and microphones for use in video conferencing rooms.Monitored systems in operation and quickly troubleshoot errors.Led IT projects to successful completion by developing detailed project plans, monitoring progress, and driving adoption of new technologies.Managed system-wide operating system and software deployments as well as related software upgrade problems.Linked computers to network and peripheral equipment.Completed routine and complex software installations, assisting users of various levels of computersophistication in operation of new and existing software.Explained technical information in clear terms to promote better understanding for non-technical users.Performed walk-up and remote troubleshooting to correct computer hardware and software malfunctions.Set up and maintained user accounts and client access.Performed PC imaging/rebuild processes as per organization's guidelines

• Supported, maintained, and optimized the medical center's wired and wireless network infrastructure, ensuring reliable and efficient operation.• Delivered technical support to internal and external users to resolve issues related to hardware, software, and network infrastructure.• Developed plans for network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations.• Provided escalation support relating to network device group policies, VLAN configuration, and setting up devices on the network.• Worked collaboratively with colleagues within the Division of Information Technology and across the medical center to provide ongoing support and to meet departmental needs in administration and research functions.• Provided technical support for the installation, configuration, and maintenance of firewalls, routers, and switches.• Handled user account and group administration in the Windows Active Directory, Azure AD, and M365 environments.• Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device/Mobile Application Management, Anti-Virus/Anti-Malware.• Worked with Extreme technologies, Intune, firewalls, switches.• Performed backup and restore, troubleshooting backup failures and performing timely remediation.• Participated in network related projects, team meetings and system rollouts, server administration, and hardware replacement.

Diagnose, troubleshoot, repair, and deploy desktop and laptop computersTravel to client's location to assist in IT service installation, repair, or general supportTroubleshoot via online chat, phone, or email as necessaryDiagnose errors or technical problems and determine proper solutionsDiagnose, repair, and install security surveillance systemsDiagnose, repair, and deploy point-of-sale (POS) technologies and perform upgrades as necessaryInstall, maintain, and repair servers and network technologiesBasic network support ensuring full connectivity of desktop and other networked peripherals, troubleshootingand resolving user and site networking issuesProduce timely and detailed service reports