Created PowerShell scripts to automate onboarding / offboarding processes reducing time to completion. Created PowerShell scripts to improve reporting and auditing processes. Managed the ServiceNow ticket system servicing over 1,000 tickets per month with priorities. Managed and elevated Help Desk staff to handle the ticket load effectively. Developed IT documentation and SOPs for provisioning. Assigned and created AD (ActiveDirectory) and AAD (Azure Active Directory) accounts. Created and managed Office 365 mailboxes, distribution lists, and security groups. Provisioned and de-provisioned accounts within Active Directory (AD) and various applications.

Manage network configuration (LAN/WLAN); adapt for changing needs; correct performance issues.

Provided enterprise-level customer service including basic and advanced troubleshooting of hardware and software. Completed repairs of hardware and software issues. Installed and maintained products. Oversaw ticket management. Completed process documentation. Improved existing processes. Created tools to improve productivity.

Customer service; cashiering; test and assess value of items; broker items; sales; repair and cleaning of products.

Worked in service center and deskside support involving troubleshooting and repair of software and hardware. Created tools and modified processes to improve performance of peers and subordinates. Acted as lead technician for an 8,000-unit site. Managed tickets, supply inventory, and tool maintenance.

Customer service; general and advanced troubleshooting; guide customers through equipment configuration; develop and document troubleshooting and repair processes; train technicians to support custom configurations; train advanced troubleshooting; perform call-quality assurance tasks; generate feedback for existing and potential processes; communicate effectively via email, phone, and face-to-face contact.