• Creates policies in Azure Active Directory and Intune for managing devices and user accounts• Creates and maintains enterprise servers• Updates and maintains servers using Microsoft SCCM• Administrates Citrix/VMWare virtual machine environment• Administrates Plex ERP system environment• Investigates and resolves endpoints security issues using Sophos endpoint protection software• Provides third level support for IT help desk requests

• Provides technical support by phone, e-mail, instant message, remotely and in person• Utilizes ticketing software to track service requests, deploy software/updates and maintain hardware inventory• Efficiently creates/administrates accounts and access using Azure AD and Active Directory• Images, prepares, encrypts and repairs physical machines and workstation components for users• Responsible for preparing and administrating mobile devices (Configurator, AirWatch, DEP, InTune)• Creates and troubleshoots virtual machines in VMware and Citrix; provisions users to access VMs andsupports VM environment• Entrusted to track, report on and maintain PC security patching for all North American client machines• Responsible for tracking, reporting on and revoking access to licensed enterprise software usage forcost reduction• Installs and configures Cisco telephony and videoconferencing equipment• Creates training material and technical training seminars for all North American employees• Coordinates department communications

• Provided technical support by phone• Supported users using Active Directory• Supported Windows machines, Apple iOS and Android mobile devices• Supported Citrix server and thin client machines• Supported local, shared and network printers• Supported Microsoft Office applications

• Provided first and second tier support by phone• Provided web chat support to multiple customers simultaneously• Diagnosed and resolved hardware, software and web app issues on Mac and Windows machines, andiOS and Android mobile devices• Configured and troubleshot network equipment• Configured and troubleshot network and local printers• Imaged and prepared client machines and servers• Consistently ranked in the top 25 percent in customer quality surveys• Contributed troubleshooting documentation to knowledge base• Mentored new hires• Assisted in data migration and server setup for all North American offices