- Collaborating directly with staff across all levels of the Court to support daily help desk functions related to desktop software, hardware, audio visuals, cyber security, and networking.- Orchestrated an endpoint imaging initiative that enhanced efficiency in image deployment, software packaging, asset and patch management. Led a printer deployment project, implementing a streamlined system for configuring, organizing, and managing network printers.- Providing daily support for backend systems, ensuring Internet connectivity, managing backup software, overseeing email services, file and print functions, wiring, and all other aspects of Data Center operations, including future development of web-based services.

- Installed, configured, maintained, tested, and troubleshooted systems to support internal IT customers efficiently.- Diagnosed and resolved hardware and software issues for customers utilizing the ServiceNow platform.- Provisioned and managed newly acquired endpoints, including desktops, laptops, printers, and mobile devices, through imaging, desktop support, and handling add/move/change requests.- Utilized Microsoft System Center Operations Manager (SCOM) and related tools to diagnose performance issues and deploy software packages, demonstrating expertise in scripting, McAfee, dBAT, Maximo, IBM BigFix, and other VA standard tools.- Provided user management account support, with a focus on cases requiring Elevated Privileges (EP).

- Delivered Tier 1 and Tier 2 support, including diagnosing and resolving break-fix issues, assisting with configuration management, executing system upgrades, and addressing complex inquiries related to Exabeam’s cybersecurity SIEM.- Expertly navigated technical challenges involving CentOS, Docker, the ELK stack, and virtualization environments.- Managed case resolution processes by overseeing ticket workflows, maintaining detailed customer communications, and initiating proactive follow-ups through Salesforce.

***Acquired Luma***- Served as a senior-level technical support engineer, manager, and subject matter expert for Luma's mesh Wi-Fi router system.- Researched, diagnosed, and resolved escalated tickets in Zendesk, ensuring timely and accurate issue resolution.- Played a key role in developing the training curriculum for First Alert's mesh Wi-Fi system and provided training to new technical support engineers.- Collaborated closely with engineering teams and beta testers to enhance the development and debugging of First Alert's mesh Wi-Fi router system.- Consistently recognized as a top-performing technical support engineer, noted for efficiency and a proven track record of resolving a high volume of tickets.

- Delivered prompt computer hardware support as part of an IT infrastructure project at JenCare Medical Center.- Efficiently executed tasks involving the removal, installation, and configuration of computers, telephone systems, printers, and various medical peripherals.

- Provided top-tier technical support to users of Luma's mesh Wi-Fi router system, ensuring optimal network performance.- Conducted thorough research, diagnosis, and resolution of customer network issues.- Leveraged Zendesk to manage customer relationships, take ownership of reported issues, and ensure timely resolution.- Played a key role in training newly onboarded technical support engineers and assisted Level 1 and Level 2 technicians with complex problem-solving.

- Provided technical support to users of the Adobe Connect Pro platform and other InterVu technologies.- Leveraged the Adobe Connect Pro platform to effectively manage and facilitate online focus groups for market research companies.

- Delivered prompt computer hardware and software support as part of an IT infrastructure project within the DeKalb County School District.- Oversaw the removal, installation, and configuration of various components, including district computers, Promethean boards, phone systems, and other peripherals.

- Delivered a warm, friendly, efficient guidance of Delta Air Lines' check-in, ticketing, and flight boarding process- Utilized critical thinking and effective communication skills to resolve problems during irregular flight operations- Regularly recognized for in-depth knowledge of Delta’s previous in-house reservation system software (DLterm) - Provided on the job training on the newly implemented reservation system software (SNAPP)- Earned the 2014 Delta Air Lines Climber’s Club Award – Southeast Region, which recognizes a team member who exhibits/demonstrates excellence in performance - Selected to participate in award-winning Delta Air Lines safety video for Team Savannah- Appointed to Delta Air Lines' Safety Squad in Savannah, GA, which received OSHA Voluntary Protection Program Star Site in 2013

- Provided ground servicing of aircraft, including loading and de-loading aircrafts in a timely manner while keeping safety a top priority- Prepared cargo-load related reports, to determine and maintain weight balance of aircrafts- High performance in this role led to promotion to Airport Customer Service agent