• Managed Desktop Devices (hardware, software and connectivity) incidents through resolution. • Managed hard and soft break fix services for laptops and desktops. • Provided standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle• Conducted PC hardware installation, troubleshooting, and maintenance.• Managed Microsoft Active Directory, overseeing user accounts and system configurations.• Collaborated with Third Party Vendors to resolve complex antivirus issues.• Installed, upgraded, and troubleshooted printers and computer hardware.• Utilized diagnostic tools to address network connectivity and workstation issues.

• Provide on-site and remote hardware and software repairs, including wireless and wired network setup and configuration.• Expert in virus and spyware prevention, removal, and optimization to enhance system security.• Set up and configure various devices such as Smart TVs, tablets, mobile phones, and computers for home and office environments.• Implement data backup and recovery solutions, ensuring client data is safeguarded and quickly recoverable.• Build strong rapport with customers by delivering clear, non-technical explanations of IT issues.• Troubleshoot technical problems on-site; offer to take jobs off-site when resolution requires more than two hours.• Finalize invoices and process payments upon job completion, ensuring customer satisfaction with services.• Adept in supporting a variety of platforms, including PC, Mac, iOS, Android, Office 365, and Google Apps.

• Installed and set up VirtualBox, Windows Server 2016, linked clones, and RDP.• Added Windows 10 client machines to the Windows Server 2016 domain.• Created and modified Active Directory template user accounts to hold various properties.• Configured Windows Server 2016 domain settings, server name, TCP/IP settings, and remote desktop.• Created and linked Group Policy Objects (GPO) in Active Directory.• Set up Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync.

• Level 1 and 2 IT Support experience troubleshooting and effectively troubleshooting technical issues, ensuring seamless operations across various locations.• Working knowledge of the ITIL framework, and experience using ITSM tools like ticketing systems and knowledge base platforms.• Provided end-user support with Active Directory, Azure, Microsoft Windows, Office 365, Windows OS Server, Active Directory, Group Policy and Remote Desktop, Google G Suite, Mac OS X, O365, and exchanged online.• Logged incidents and service requests using service desk systems, adeptly prioritizing and managing multiple open cases simultaneously.• Responded to breakdowns promptly, performed equipment repairs, and replaced parts to maximize equipment life.• Offered incident response, diagnostic, and resolution support for various user issues, demonstrating strong problem-solving and troubleshooting abilities.• Handled approximately 15-20 tech-related calls daily while providing on-site support and services to staff and students across multiple locations, ensuring timely resolution.• Deployed, configured, upgraded, and supported various devices, including desktops, laptops, tablets, and peripherals.• Installed, configured, upgraded, and supported operating systems (MacOS, iOS, Windows), applications, and systems (including Microsoft 365).

• Demonstrated keen interest and aptitude in M365 apps, including SharePoint, Power Apps, Power Automate, Lists, and Forms.• Employing troubleshooting, diagnostic techniques, tools, and knowledge base articles to identify and resolve issues at the initial point of contact.• Contributed to populating content on the new SharePoint site, enhancing its usability and functionality.• Conducted a comprehensive audit of IT hardware in the office and meticulously entered data into the M365 Lists app.• Contributed to enhancing IT asset tracking and management efficiency.• Conducted a comprehensive audit of IT hardware in the office and meticulously entered data into the M365 Lists app.