- Administer and resolve Service Desk tickets utilizing advanced diagnostic tools.- Support AV request from commissioners and host webex for monthly meetings.- Perform comprehensive on-site network diagnostics for WAN/LAN issues.- Conduct systematic hardware and software maintenance, including new deployments and upgrades.- Automate software deployment and troubleshooting through SCCM.- Implement and manage printer and copier support systems.- Oversee the deployment and support of Android and iOS mobile devices using Intune.- Configure and manage conference room A/V setups, ensuring seamless integration.- Administer Active Directory for user account management, including onboarding and offboarding.- Execute Windows updates, service packs, and software deployment via SCCM.- Develop PowerShell and Batch scripts to automate routine IT tasks, enhancing operational efficiency.

- Processed 300-400 incidents, problems, and requests monthly using Info Track and email-based ticketing systems.- Managed Active Directory for user account creation, modification, and deletion.- Administered shared mailboxes and distribution lists in both on-premises and O365 environments.- Configured and managed network folder shares and permissions, ensuring secure access control.- Upgraded and deployed 300+ laptops from Windows 7 to Windows 10, utilizing automated deployment tools.- Generated and processed procurement requests for hardware and software, maintaining vendor relationships.- Tracked and managed software licensing and permissions, ensuring compliance.- Configured, encrypted, and deployed mobile devices using Verizon Maas360/InTune Azure.- Automated Windows updates, service packs, and software deployment via SCCM.

- Managed the upgrade and deployment of 300+ PCs from Windows 7 to Windows 10, minimizing downtime.- Terminated, patched, and activated network drops to IDF cabinets, ensuring optimal network performance.- Deployed standardized Windows images to workstations using SCCM.- Provided remote support using VNC, Dameware, Skype, TeamViewer, and LogMeIn.- Managed service tickets and resolved IT-related issues using ServiceNow, ensuring timely resolutions.- Configured and deployed printer servers and related equipment based on user requirements.

- Generated work orders and estimates for small businesses and individual clients, ensuring accurate service delivery.- Provided exceptional customer service, managing work orders and inventory via QuickBooks.- Configured and supported routers, switches, and wireless access points, optimizing network performance.- Managed exchange email configurations across multiple platforms, ensuring seamless communication.- Implemented disaster recovery plans, performing regular backups and creating Ghost images.- Recovered data from failing hard drives, minimizing data loss and downtime.- Built custom servers and PCs tailored to business and end-user needs, ensuring optimal performance.- Supported desktop deployments and Point of Sale (POS) refreshes, enhancing operational efficiency.

- Supported 1200+ medical applications in an AppV environment, ensuring seamless operation.- Delivered exceptional customer service to Group Health employees, physicians, and suppliers.- Provided remote support utilizing tools such as VNC, Dameware, Skype, TeamViewer, and LogMeIn.- Generated and managed service tickets based on incoming calls and emails from end-users, ensuring accurate work tracking.- Troubleshot a wide range of IT-related issues, encompassing both software and hardware.- Coordinated the dispatch of on-site technicians to medical facilities for immediate hardware repairs.- Participated in mentoring programs, offering on-the-job training for Level I analysts.- Processed feedback from analysts and customers to continuously update and enhance the knowledge base.- Developed comprehensive training and research materials for Level I analysts.- Programmed and modified Avaya IP phones and updated Avaya Vectors based on ADHOC requests.- Managed and maintained SharePoint sites to support operational efficiency.- Generated ADHOC metrics for Service Desk call queues using CMS.- Managed and maintained SharePoint sites to support operational efficiency.- Created ADHOC SLA reports for the Service Desk using ServiceNow.- Managed and maintained SharePoint sites to support operational efficiency.- Administered Active Directory by adding/removing access to AD groups and modifying/updating Group Policies.- Managed Service Desk ticket queues and email inbox to ensure SLA compliance.- Administered Active Directory by adding/removing access to AD groups and modifying/updating Group Policies.- Procured, tracked, configured, and encrypted Android and iPhone devices via Verizon, InTune, and Azure.- Collaborated with Tier III support and change management teams to resolve major incidents.

- Provided Tier II support for over 1800 Line of Business Applications.- Generated and managed service tickets based on incoming calls and emails from end-users, ensuring accurate work tracking.- Troubleshot complex issues related to airplane manufacturing, parts warehousing, network connectivity, and military/government contracting.- Delivered exceptional customer service to Boeing employees, contractors, suppliers, and airline personnel.- Coordinated the dispatch of on-site technicians to airfields for immediate resolution of Aircraft on Ground (AOG) situations.- Collaborated with business leadership to develop and implement enhancements to the existing ticketing system.- Created comprehensive training and research materials for Level I analysts.- Participated in mentoring programs, providing on-the-job training for Level I analysts.- Managed and maintained SharePoint sites to support Line of Business Application Support (LOBAS) operations.- Processed feedback from analysts to update and improve the knowledge base.- Developed research materials to enhance analyst knowledge of the DCAC/MRM suite of applications.- Worked closely with Level III analysts and product focals to deepen understanding of DCAC applications, including ERPLN, NCM, OWI, PDM, and CAPP.

- Provided technical support for various computer and network issues, ensuring rapid resolution.- Built custom PCs and servers tailored to user specifications, enhancing system performance.- Supported small local networks and implemented disaster recovery plans, ensuring data protection.- Managed inventory and store operations, ensuring smooth daily operations and customer satisfaction.