- Utilized SolarWinds for network and application monitoring for 60+ office locations from W.R. Berkley’s Network Operations Center (NOC) & Data Center with 20,000 network nodes across development, integration, production, and test environments.- Provided initial triaging of network alerts and service requests across technologies, including backup services (Commvault/NetBackup), SQL databases, Cisco switches, routers, UPS, Windows Server, VoIP (Cisco Webex Control Hub and CUCM), using tools like PuTTY, GoAnywhere MFT, Tidal Enterprise Scheduler, Infoblox Grid IPAM, VMware vSphere/vCenter, and Cisco ISE to resolve tasks, escalating incidents and notifying stakeholders of outages when necessary.- Shadowed PIM and IAM teams to create PowerShell scripts to identify 1200+ service accounts and certificates that are disabled, locked out, attested to, or expired.- Assisted with creating Unix/Linux (IBM AIX/HP-UX) accounts and restarting services via terminal.

- Troubleshot and resolved PC/laptop hardware and software issues through ServiceNow ticketing system, effectively utilizing expertise in Windows OS, MS Office 365 products, Citrix Workspace, Atlassian suite (Jira, Confluence, BitBucket, Bamboo), Duo MFA, Cisco AnyConnect VPN, Adobe Creative Cloud, Delinea/Thycotic PAM, and Intune MDM.- Utilized Active Directory for role-based access control (RBAC) and identity lifecycle management including creating, unlocking, disabling accounts, and password resets across 4 domains of 22,000 employees, vendors, and contractors.- Collaborated with senior system engineers in imaging and configuring 500+ Dell/HP machines during a Windows 11 deployment and hardware refresh utilizing SCCM/MECM.- Wrote 5+ knowledge base articles in OneNote and SharePoint and end-user facing documentation to improve service desk standards and SLAs.