I am a dedicated IT Technician with a strong background in providing comprehensive technical support and troubleshooting across diverse environments. With over 7 years of experience, I've honed my skills in resolving complex hardware and software issues, optimizing onboarding processes, and helping IT infrastructures to ensure seamless operations.At Premier America Credit Union, I played a key role as a Senior Service Desk Technician, resolving over 90% of user issues swiftly and effectively, which led to a reduction of downtime for 400+ end users. My commitment to customer service resulted in a 98% user satisfaction rate. I also excelled in managing ServiceNow incidents, maintaining SLA compliance, and enhancing the onboarding process for new employees.During my time at Simplicit Technologies, I provided remote technical support to businesses, ensuring 95% issue resolution on the first call. My expertise in managing user accounts across Azure, Office 365, and Gsuite, along with my ability to deploy and configure hardware, significantly improved client operations.As a Senior IT Technician - Lead at Second Sight Medical Products Inc, I led a team of IT technicians, reducing ticket resolution time by 40% and improving system uptime by 20%. My work included managing local networks, configuring workstations and devices, and optimizing software usage, all while driving down costs.I am certified in Microsoft Azure Fundamentals (AZ-900), CompTIA A+, and CompTIA Network+, which further solidifies my technical foundation. My goal is to continue leveraging my expertise to drive efficiency, enhance user satisfaction, and support IT infrastructure in dynamic and challenging environments.