• Imaged 10 Computers per day utilizing SCCM and worked on any arising imaging issues.• Handled, assigned, and resolved incoming and past due ticket in ServiceNow Ticketing System.• Updated IT Documentations and Helpdesk Solutions System for changes made During the day.• Worked with NOC, SDIM, and Security Teams on ANY issues requires emergency attentions related to server room equipment, temperature, and device statuses for unusual behavior.• Performed daily tasks in Active Directory on current and new users and computers changes password reset, moving security groups between pcs and users.• Checked on 30 Xerox Network Copiers for health activity and printing. Contacted Vendor for repairs.• Checked and maintained IT Inventory for any missing or needed equipment.• Participated in a Data Center Racks consolidation project through working with NOC team on determining old equipment that can be decommissioned and good ones that can stay in production.

• Provided onsite and remote user support for employees on various technical aspects.• Performed Onboarding/Offboarding workflow and IT Audit process of new hires/ terminations.• Checked Daily Backups Job Statuses on both Veeam Backup and Replication and Acronis Backup Servers then performed any necessary actions for failed jobs.• Monitored the Dashboard for the Virtual Hosts from VMware VCenter Interface. • Checked Freshdesk Ticketing System for any Support Tickets. Sorted tickets from high importance to low priority and placed requests in the appropriate categories.• Monitored windows updates closely. Approved/ Deny any depending using WSUS/Ninja RM• Performed daily tasks in Active Directory for any activity including current and new users and computers changes including creating, disabling, and deleting accounts for hires/contractors. • Monitored DHCP, DNS, IP Phones, and traffic activity on the network and perform necessary actions needed.• Checked Firewall logs for any unexpected changes or downtimes that may disrupt production.Performed any necessary required upgrades needed for better performance and security.• Checked ALL Network Copiers for health activity and printing. Contacted the Vendor for any repairs.• Checked Surveillance Cameras and install any if needed for security concerns.• Followed up with HR on incoming tickets for New Hires and Terminated Users.• Checked Network Storage Devices for Capacity usages on ALL servers for out of Disk space possibilities and implemented a decision on critical Drives that requires attention or an immediate action to resume production.• Checked Antivirus and email notifications for email spam, viruses, or applications that may disrupt production.

• Checked Server Room equipment, temperature, and device statuses for unusual behavior. All devices must show green solid/flashing statuses.• Checked Daily Backups Job Statuses on both Veeam Backup and Replication and Acronis Backup Servers then perform any necessary actions for Failed Jobs or pending ones.• Monitored the Dashboard for the Virtual Hosts for Servers for any failures.• Checked Desk Phone for Voicemails, requests, orders, etc.…• Checked the Ticketing System for any tickets including incoming, pending, and old tickets. Sort tickets from high importance to low priority and place requests in the appropriate categories• Checked emails for incoming requests from users who were unable to put a ticket in the system and important updates for current Software in place.• Monitored Active Directory for any activity including current and new users and computers changes records. Unlocked User accounts if required and disable any if HR request it.• Monitored DHCP Activity for connected network devices and mark down any suspicious devices and tools that are connected to the Network.• Checked FTP Server status and monitor incoming Packages for suspicious content.

• Delivered and followed up on encrypted electronic and physical confidential data sent from several clients and law firms in a professional manner using FileZilla, specified client URLs, and MS Outlook 2010 • Loaded Data for Forensics Team from Hardware Media in a write blocked (Read only) mode for analysis.• Managed RSA web interface module: tasks included creating, troubleshooting, resetting, and shipping RSA software and hardware tokens for external clients with iPhone and Android smart phones.• Took the lead on creating and managing True Crypt, VeraCrypt, and BitLocker partially and fully encrypted USB and SATA hard drives.• Performed creation and management of Repliweb accounts.• Created DFS paths, worked with shared and NTFS permissions, active directory, user creations and password resets in two different Active Directory domains. • Performed daily monitoring on 8 servers containing a total of 60 dynamic hard drives using MMC Console and submitted drive expansion requests for the “Out of Disk Space” drives.• Participated in a monthly patching project for windows updates for approximately 100 physical and virtual PCs.

• Performed time-critical production tasks, such as packing slips and report production that supported daily business operations that meets the business Service Level Agreement with the clients.• Conducted research on onsite analysis, diagnosis, and resolution of complex desktop problems and some Server products in support of PC procurement and development.• Primary contact with third-party sales support and PC equipment vendors for the company’s technology needs.• Installed, configured, tested, maintained, monitored, and troubleshot end-user workstations, printers, and related hardware and software in order to deliver required desktop service levels.• Responded to incoming calls, emails, and helpdesk tickets regarding PC problems servicing 250 users.• Performed moves, adds, and changes to software and network permissions including creating and disabling network and email accounts for new and terminated hires in Active Directory and Exchange 2010 for Outlook• Accurately documented instances of desktop equipment or component failure, repair, installation, and removal

• Handled and resolved on average between 40 to 50 daily service calls in a professional manner.• Serviced 400 clients experiencing software, network, and other technical related issues.• Installed, troubleshot, and configured software, network printers, scanners, and copiers.• Handled time-sensitive sending of batch files for Ford and GM through EDI utilities.• Communicated and coordinated with departments responsible for Shipping, Receiving, and Production• Resolved network related issues, e.g., VPNs, firewall blocks, and TCP/IP configuration.• Installed, configured and tested software both locally as well as remotely.