- Handled inbound contacts and provided customer service according to departmental policies and procedures.- Diagnosed and document customer complaints by utilizing provided tools and asking diagnostic questions.- Researched and resolved uncommon flagged system performance issues to expedite patching.- Resolved computer and system networking problems to maintain user productivity.- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.- Tracked issue resolution policies to maintain compliance with internal standards.- Monitored hardware, software and peripheral performance against organizational expectations.- Culled technology knowledge to perform IT troubleshooting, restoration and maintenance services to maintain organizational performance levels.- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.- Removed malware, ransomware and other threats from laptops and desktop systems.- Patched software and installed new versions to eliminate security problems and protect data.- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.- Collaborated with vendors to locate replacement components and resolve advanced problems.- Helped streamline repair processes and update procedures for support action consistency.- Maintained documentation and resources regarding problem resolution for reference in future instances.- Adhered to all HIPAA standards and politics.- Worked closely with pharmacy staff and pharmacy management systems to resolve issues.

- Setup and configured over 45 IP-Cameras throughout the campus- Installed and Configured NVR server for a centralized location for all camera data to be viewed live, local, remotely over cloud, and through mobile application- Oversaw and served as the Administrator for all camera and NVR servers throughout the campus and remote sites- Perform regular workstation maintenance on and off site with the use of Kaseya RMM software- Promote a positive image by resolving a high percentage of incidents on the first call- Provide ongoing technical expertise throughout Office 365 migration- Problem-solve hardware, software, and Unifi network issues- Provide Support for 300+ end-user workstations- Configure hardware, devices and software to setup work stations for employees- Break down and evaluate user problems using personal expertise and probing questions- Respond to support requests from end users and patiently walk individuals through basic troubleshooting tasks- Resolve a diverse range of technical issues across multiple systems and applications for customers and end-users- Patch software and install new versions to eliminate security problems and protect data- Create support documentation that empowers and enables user community to extend skills, leverage system features and find resolutions to questions without intervention from support team- Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution- Adhere to all company established policies and procedures- Collaborate with supervisors to escalate and address customer inquiries or technical issues in a timely manner- Remove malware, ransomware and other threats from laptops and desktop systems- Assess system hardware and software and suggest modifications to reduce lag time and improve overall system and network speed- Explain technical information in clear terms to non-technical individuals to promote better understanding

- Advocated for aggressive testing and problem analysis for server, desktop and IT infrastructure.- Collaborated with clients from concept through final delivery of product or service.- Oversaw troubleshooting of technical and security issues to solve problems quickly and efficiently- Installed and maintained wired and wireless networks for small business and home office settings- Designed and executed security measures such as firewalls and encryption- Kept abreast of emerging technologies, software and trends and project applications- Hands-on experience using Microsoft IIS and Apache web servers- Performed regular workstation maintenance on and off site- Designed, implemented and monitored web pages and sites for continuous improvement- Aligned office departments and increased inter-department communication through the use of ticketing systems- Removed and replaced malfunctioning components to correct hardware problems- Configured hardware, devices and software to set up work stations for clients- Patched software and installed new versions to eliminate security problems and protect data