• Demonstrated the ability to diagnose, troubleshoot, and repair computers, printers, and consumer electronics.• Demonstrated proficiency in diagnosing and troubleshooting customer with laptop and desktop computer issues, including installation of software.• Create, remove, and modify user’s Active Directory accounts, including modifications of the user’s organizational unit and attributes.• Create/modify distribution lists and security groups in Active Directory. • Assist users with connectivity issues to Wi-Fi/VPN/Outlook • Used ServiceNow ticketing system to manage and process actions taken.• Resolved customer issues in a clear, courteous, and straightforward manner.• Demonstrated professionalism and courtesy with customers.

• Provide on-site technical support and perform customer support tasks.• Provide support and troubleshooting of LAN/WAN networks on six different sites.• Install, configure, and maintain software and hardware components of computer and network systems.• Diagnose and troubleshoot software and hardware issues.• Repair and replace damaged computer and network components.• Maintain security of systems and ensure security compliance with policies.• Supervise and ensure proper installation of tower communication equipment, performing configuration of modems, encoders, and power supplies. • Maintain and update technical documentation regularly. • Organize, direct, and coordinate the planning and production of all activities associated with assigned project.• Communicate clearly expectations to team members and stakeholder. • Manage project scope by ensuring changes to scope are documented and approved.• Make decisions and recommendations based on the business need for each project.

• Analyzed, administered, and maintained voice, video, and/or data communications networks. • Managed the usage and performance of voice, video, and/or data communications networks. • Maintained network security and ensured compliance with security policies and procedures. • Evaluated hardware and software, including peripheral, output, and related equipment. • Participated in the development and implementation of network-related procedures and standards. • Participated in aspects of major network installations and upgrades. • Interfaced with vendors to ensure appropriate resolution during network outages or periods of reduced performance. • Developed and implemented testing strategies and document results. • Assisted users with software/hardware issues, providing advice and training. • Troubleshot and resolved complex problems. • Managed and set up group policies and supervisor/service accounts.• Install and maintain security patches and virus protection on workstations and servers.• Maintained current knowledge of relevant hardware and software applications as assigned.

• Serves as a contractor for the U.S. Customs and Border Protection, and maximizes customer operational efficiency and performance • Provided comprehensive phone support for problems and service requests related to agency-supported hardware, network connectivity, application support, and software.• Applied diagnostic techniques to identify problems, causes, and recommended solutions. • Properly escalate higher level issues to the appropriate department.

• Provided clients service on multiple health insurance exchange applications and systems in the production, implementation, deployment, and maintenance phases. • Worked with clients via phone and email daily to understand, research, escalate, resolve, and provide feedback on system and application issues and inquiries. • Administered end user Portal accounts, unlocking accounts, and resetting passwords.• Generated helpdesk tickets through BMC Remedy ticketing system • Provide support to users in multiple systems by conducting password resets, troubleshooting, and capturing connectivity issues.