- Helpdesk Support: Provided first-line technical support for multiple companies, including Arcadis, Westinghouse, Huntington Ingalls, Textron, and ETS.- Request Management: Supported incoming requests via telephone, web portal, and email, ensuring timely and effective issue resolution.- New Hire Provisioning: Managed provisioning and system setup for new hires.- Incident Management: Prioritized incidents and service requests according to defined processes, meeting or exceeding SLAs.- Remote Troubleshooting: Utilized remote tools and diagnostic utilities to resolve support requests efficiently.- Hands-on Support: Performed hardware repairs, delivered peripherals, and resolved issues when remote tools were not applicable.- Hardware & Software Installation: Installed and configured hardware and software components across network infrastructure devices.- Security Management: Installed antivirus software and ensured virus definitions were current, supporting security standards.- Network Administration: Designed, set up, and administered network and infrastructure.- Preventative Maintenance: Conducted workstation, printer, and peripheral maintenance and updates.- Collaboration & Relationship Building: Established good relationships across departments and colleagues to foster efficient IT support.- Active Directory Management: Managed users and computer objects in a hybrid Active Directory environment.- Windows Imaging: Performed Windows imaging and advocated for modern approaches to image management and patching.- Endpoint & Security Management: Managed endpoints and enforced security via Intune, including conditional access policies.- M365 Support: Supported Microsoft 365 applications, including Office, O365, and Teams.- ITIL Adherence: Followed ITIL Incident and Change Management processes.- Continuous Improvement: Assessed current practices, recommended improvements, and implemented enhancements in processes.

● Local Site Admin for 8 years over 150+ node user network encompassing:- Collaborating with technical service team members to assess near and long term network capacity needs and design and implement strategic plans to make certain capacity meets existing and future requirements.- Creating and maintaining documentation as it relates to network configuration, network mapping, processes, and service records.- Practicing network asset management, including purchase, maintenance of network component inventory, and related documentation.- Oversee new and existing equipment, hardware, and software upgrades relating to network or telephony equipment.- Where necessary, liaise with equipment vendors during installations and hardware performance issues.- Accurately documenting instances of software or hardware failure, repair, installation, and removal or other work requests.- Maintaining existing software and hardware and upgrading any which has become obsolete.● Performed trouble isolation of transport, customer, and company communications components, cable, and infrastructure from the customer’s premise, up to and including the central office, to insure that services and applications are working properly and are in conformance to specifications.● Responsible for installation, troubleshooting, repair, programming and realigning various types of DSL/ATM transmission equipment.● Coordinated activities of field engineers and technicians.● Maintained an effective working relationship with other departments, by recognizing the needs of other departments and keeping all lines of communication open.● Maintained a working knowledge of all products, processes and systems.

● Addressed customer needs for end-to-end connectivity for high-volume voice, fax, imaging, data transfer, and videoconferencing with MCI's facilities-based global network.● Instrumental in project management, provisioning, engineering of Global data link product from planning stage to production stage (including testing and fault maintenance)● Coordinated activities of field engineers and technicians.● Coordinated delivery, as needed, with peer groups, partners, and vendors. ● Provided both verbal and written customer communication regarding project status● Participated in audits, and worked with management to establish or revise procedures and processes as necessary.● Maintained an effective working relationship with other departments, both domestic and foreign, by recognizing the needs of other departments and keeping all lines of communication open.