Provided excellent IT help-desk support to a vast and largely diverse client base consistently every day, for every issue, to every client, every time.•Addressed every issue in chronological order in a timely manor without bias or favoritism regardless of client or issue.•Worked through all the various challenges faced by of combining the forces of two MSP companies, Lincoln IT and DSS IT.➢ Main Goal to provide excellent support for the growing needs of their extended client base on average 30 – 40 DSS IT tickets per day.➢ Became proficient with using Both Help-desk solutions each MSP Used; ConnectWise and AutoTask simultaneously.➢ Majority of the support offered was geared to a specific IT niche (dentistry) while offering general IT support to all clients.➢ Most of the support provided was via messaging (slack) while also providing phone support via soft phone (Ring Central)➢ Several occasions resolved system failures effecting large scale of client locations systematically and proficiently, while maintaining positivecommunications between both clients and my employer until every location effected by the disastrous issue was resolved.•Applied all my previous IT experiences to current issues in order to avoid any potentially disastrous events from unfolding.Routinely would go above and beyond the required task at hand to insure the satisfaction of the client and my employer.➢ Address and resolve their issue within a timely manor while maintaining open line of communication with the client and my employer.➢ Situations with multiple solutions, I would present each solution’s pros and cons so an educated decision would insure a positive outcome.Upon request would demonstrate steps taken to resolve an issue to the client so that in the future they would know how to resolve the issue.Routinely checked back in with clients I previously helped making sure their issue was resolved and seeing if they have any new or unreported issues.

• OIT Contractor stationed at the Louis A. Johnson VA Medical Center • Customer Service, addressing the diverse needs of our customers and business partners on an individual basis with the goal of complete customer satisfaction. • Maintain accurate inventory numbers of 100% accountability over all IT Equipment in the facility as well as any GFE (Government Furnished Equipment) employee’s have in their possession. • Routinely participates in small and large-scale deployments of PCs, Laptops, Printers and Monitors throughout the medical center and other buildings on the campus to veteran care-providers and support staff. • Maintained a 100% record for all Key Performance Indicators as measured within our ServiceNOW ticketing system. • Facilitate repairs of equipment under Federal Warranty Coverage, as well as imaging, and deployment of IT, • Striving to meet the “fixed the same day” goal for our customers in the form of known-good equipment to replace faulty equipment. • Maintain end-user equipment inventory that is ready-to-deploy to new employees to meet our “ready day one” axiom. • Routinely receives unsolicited praise from customers and co-workers about work previously rendered. • Often requested by name by customers and business partners when IT support is needed. • Volunteers for tasks, action items, and projects that are above my level of current expertise so I can learn more about the level of service we offer to our end-users and business partners. • Provide one on one peer-to-peer training for fellow IT staff in resolving Critical Security and Vulnerability tickets for deployed systems. • Provide educational support for end-users on how to sign for Government Furnished Equipment, and reduce paper waste by helping them sign for equipment electronically. • Obtained and Maintained Federal Government Security Clearance level of Public Trust -T4

Customer Service with a smile, promote `sales based on customer needs and strong knowledge of our product lineManaged inventory, unloaded trucks, stocked shelves, binned overstock, set and maintained modular integrityHandle 20 to 40 phone calls daily

Provided Tier 2 and Tier 3 IT Support for all IT related equipmentMaintain a certain on hand inventory of imaged workstations and laptops ready to be deployedImplemented and maintained Windows NT 4, 2000, 2003 servers, Linux servers, Firewalls, Routers, Bridges and Switches in data centerRunning CAT5, crimping RJ45 fittings, mounting rack equipment, configuring, and maintaining all Responsible for backing up critical data and shipping media off site to an armored car company dailyhardware.

• Tested all Desktop and Laptop computers that were delivered from leasing companies. • Repaired off lease Desktop and Laptop computers for retail sales online as well as office IT equipment. • Provided Tier 2 and Tier 3 support for customers and large client accounts • Maintained all data center equipment, weekly review of system logs and penetration tests • Tested and Applied Critical/Security Updates

Warranty repairs of Dell, HP, Compaq, Gateway and Packard Bell desktop and laptop computers.• Out of warranty repairs of all desktop and laptop computers.• Provided excellent customer service for all technical service department customers• Fluent use of their ticketing software, Tech MXP.• All peripheral upgrades: RAM, Hard Drives, Processors, Mother Boards, Video Cards, Modems, Sound Cards, Video Capture Cards, SCSI Controllers,IDE/EIDE Controllers, RAID Controllers, and multiport IO cards.• Software/Operating system installs and upgrades.