• Provided first-level, telephone-based customer support to faculty, staff, and students located at the Morgantown, WV campus and 55 extension offices• Maintained currency on advancements and changes in supported applications, general computer technology, and ITIL best practice framework• Offered technical support for numerous hardware and software applications, including Microsoft 365, email systems, and proprietary WVU software

• Main point of contact for Level I employees; responded to questions quickly to ensure ticket resolution• Took on leadership and mentor role• Created SOPs for current and future employees to follow

• Worked remotely providing support for 500+ employees across 15 facilities in the Boston area• Answered calls, emails, and chat messages in a timely manner to ensure a timely resolution• Assisted on-site IT with physical issues • Created and modified Users in Active Directory• Familiar with GPOs, Ous, etc.• Used Citrix Studio and Director to assist Users• Documented technical issues and solutions using the ServiceNow ticketing system

• First point of contact for any networking issues; traveled on-site to provide technical support• Monitored workstations using SolarWinds N-able• Used the Meraki dashboard to create networks, VLANs, and VPNs; used Wireshark to isolate any potential security issues• Worked independently and on a team to provide best price to performance needs for customers• Configured and installed networking equipment for a new police department in Russell, KY; included a Meraki switch, router/firewall, 2 access points, and 6 Windows 10 workstations; assisted with setting up Windows Server 2016 with VMWare and other proprietary software• Configured and installed networking equipment for Gino’s Pizza Corporate Office in Nitro, WV; included a Meraki switch, router/firewall, access point and 3 Windows 10 workstations.• Configured and installed 40 Windows 10 workstations for Charleston-Kanawaha Housing Authority in Charleston, WV; created image on server that included Office 365 Suite and other software and installed over network via WDS; also assisted with installing networking equipment and making sure all network jacks worked using cable tester