Manager, It Helpdesk
Current• Created detailed reports for the helpdesk and IT/PMO teams on a weekly, monthly, and quarterly basis.• Trained and mentored new team members, fostering a collaborative and efficient work environment.• Managed the annual and capital budget for the IT Helpdesk.• Administered Microsoft Exchange, managing both on-premises and Exchange Online mailboxes in a hybrid environment, and migrated users to Exchange Online.• Managed groups and enrolled computers into Microsoft Intune as the Intune administrator.• Created and managed user accounts, assigned licensing, and installed Adobe software as the Adobe administrator.• Created and managed distribution/security groups and user access to network resources as the Domain Administrator.• Set up users with Cisco phone numbers, managed call queues, and voicemail boxes as the Cisco administrator.• Monitored SOC alerts, provided training during orientation, and managed endpoint protection alerts in Carbon Black as the IT security administrator.• Configured and monitored camera and badge systems, and pulled reports and footage as requested by HR as the Physical security administrator.• Configured computers to interface with laboratory instruments, including proprietary software for Ultivos, RFID, Zebras, and more as the Laboratory computer specialist.• Served as the subject matter expert for the ticketing system Kace Kbox, setting up and managing all queues, modifications, and reporting as the Ticking system administrator.• Managed Verizon lines and submitted cost centers for broadband as the Verizon Administrator.• Managed and maintained the SharePoint site and departmental pages as the SharePoint administrator.• Set up thin clients in the Wyse management suite to communicate with the Citrix environment, managed user access, and Citrix sessions as the Citrix administrator.• Installed software packages, including operating systems, networking components, and office applications.
