Manage and resolve incident and request tickets using Cherwell and effectively manage large ticket volumes within the SLA. Configure, Support and Image Laptops and Desktops using SCCM and AD. Investigate system issues and provide solutions using specific product knowledge, system tools and established methods and procedures. Lead and participate in desktop, peripheral, building moves, additions, support and other projects as defined and required. Provide Client and Executive level desk side and remote support for corporate personnel using SCCM, Skype and other remote tools.

• Manage and resolve incident and request tickets using Service Now and effectively manage large ticket volumes• Triage calls, emails and voicemails into incidents and request tickets in Service Now and assign to correct teams• Configured new laptops and user accounts with Active Directory, Microsoft 365 suite and MFA enrollment.• Assist users in enrolling mobile devices with Microsoft Intune for MDM and MAM use• Manage and create user accounts and devices enrolled in Symantec VIP Access for MFA use with VPN.• Provide Client and Executive remote support for corporate personnel using Bomgar Support and SCCM• Ensure all service to users correlates with proper procedures and documents to accommodate SLA agreement.• Troubleshoot hardware and software issues on Windows 10 and Mac OS laptops

Red Robin Intl. Corp Headquarters • Create and maintain new users Active Directory accounts through OnPremise AD and Exchange 2016.• Create and maintain User mailboxes, Shared Mailboxes, Distribution Lists and application licensing using Office 365 Administration Center. • Provide Client and Executive level desk side and remote support for corporate personnel using SCCM, Skype and other remote tools.• Create and maintain user accounts and licensing for Zoom Teleconferencing Software using the online Admin Portal.• Troubleshoot and resolve Incidents and Service Requests using Service Now ticketing system.• Maintained a level of support for Zoom and Click Share equipment used in teleconferencing meeting rooms.• Administer Computer equipment using the Asset Management tool provided inside of Service Now • Create approved Software Packages to deploy site-wide using SCCM. • Configure, Support and Image Laptops and Desktops using SCCM and AD.

Desktop Support /Application Support /Remote User Support• Provide Client Level Service Desk support to HHSC end users • Support and troubleshoot issues for remote users via Cisco VPN and Bomgar• Utilized Remedy ticketing system to log and track user issues.• Maintain and Support issues with PCs and Malware threats and standalone servers.• Configure and Encrypt laptops according to required HIPPA requirements via Mcafee Endpoint Encryption software • Maintain a high level of Professionalism in Fast paced environment• Image, Configure and deploy Laptops for entire Maximus/HHSC Texas project• Work with HHSC Technicians on a daily basis to ensure MAXIMUS fulfillment of contractual requirements from technical standpoint via SLA.

Image and configure PCs and laptops through SCCM, problem ticket resolution and track issues using Service Now and documented procedures for Healthcare Environment, Install, repair and conduct preventive maintenance of PCs, Install and configure networked applications through SCCM, Citrix Support for thin clients ,Support over 400+ Healthcare applications for Enterprise level Environment.• Troubleshoot and resolve Incidents using Service Now.• Manage tickets to accommodate SLA agreement.• Coordinate appointments and ticket volume with other technicians for network outages in Healthcare Enterprise level environment for entire Seton Family of HospitalsNetworking:• Install, Configure and deploy imaged PCs via SCCM and RAP in Healthcare Enterprise level environment.• Manage Active Directory, Enable MAC Addresses and create static IP addresses.• Image Thin Client Wyse devices and support Citrix Environment for Healthcare applications.Customer Service:• Identify and assess customers need to ensure correct level of support.• Build sustainable relationships of trust with customers through open and interactive communication.• Provide accurate, valid and complete customer service by using the proper methods\tools via Remote Desktop Connection, SCCM.• Ensure all service to customer correlates with proper procedures and documents.• Effectively manage large volumes of tickets and phone calls in an Enterprise level Environment.• Customer orientated and able to adapt/respond to different types of characters.