Manage and support cross-organizational technology for a client-serving engagement team of 180 audit, advisory, and tax professionals.•Respond to and resolve technical issues related to hardware, software, and network connectivity, both remotely and on-site, ensuring all inquiries are resolved within established service level agreements (SLAs).•Act as a liaison between the Microsoft engagement team and Deloitte's IT department, ensuring all technology-related policies and procedures are followed.•Participate in the implementation of new technologies, providing expertise on supportability and usability of various systems and applications.•Develop and maintain technical documentation and knowledge articles for internal use, improving the quality and accuracy of support services.•Collaborate with cross-functional teams, including Network Operations, Application Development, and Security, to identify and resolve complex technical issues.

Supported both end-user devices and system infrastructure in a corporate setting with approx. 200 local and 300 remote users.•Assisted with migration of infrastructure from local services to MS Azure, such as OneDrive, Office 365, and Intune MDM.•Created and supported documentation on procedures relating to upgrade processes.•Analyzed and supported deployments and task sequences in SCCM for image-deployed corporate software.•Traveled interstate and intrastate to remote sites for personal end-user assistance and equipment upgrades.

Performed in-depth repairs on faculty and staff systems and offered technical consultation for system setups and implementations.•Performed repair and replacement services for over 3,500 faculty and staff with technological issues.•Assisted users with escalated issues on all university-supported hardware and software.•Developed a personal knowledge base of core policies and architecture of academic computing systems.•Prioritized tickets and scheduled appointments with staff/faculty members in order to maintain service level agreement.•Became the senior technician who mentored junior technicians and trained new hires.

Served as the first point of contact for both student and faculty users experiencing technical issues.•Offered support and assistance to users for numerous issues such as network connectivity, account logins, and printing.•Interacted with users via phone, e-mail, and walk-ins.•Ensured all issues had a proper ticket created and assigned tasks to the proper support team.

Resumed the duties and responsibilities of my QA position from the previous summer, while also participating in the new ITS Internship program. This program included lunch-and-learn presentations from top IT figures, a team project, and a mentorship program.

Summer temp position; assisted in the release of software and update packages university-wide by ensuring they fit compliance guidelines.•Tested packaged updates of over 500 pieces of university-supported software across Windows, OSX, and Linux.•Worked as a team with the software implementation packagers and tested their scripts with SCCM.•Collaborated with systems administrators and project managers to ensure proper compliance and communication on project deadlines, dependency issues, and solutions to roadblocks.•Performed in-depth regression testing for user interfaces in a dev/test/production environment.

Offered support for storewide technology, controlled item prices via store database and created promotional signage for 18 sub-departments, encompassing the entire store.•Offered support for all store technological equipment in a retail grocery market setting, including printers, workstations, POS systems, and networked product scales.•Controlled prices set by company directors and departmental leadership, as well as scanning for errors.•Worked closely with the CIO to aid in emerging technological implementations, such as access point enhancements, a biometric authentication rollout, and database management software upgrades.