* Maintained accurate data and information in ServiceNow according to company policies and standards. Acted as the initial point of contact for reporting technical issues and resolving software, hardware, and connectivity problems, focusing on achieving first-call resolution. Troubleshot and performed break-fix tasks for a variety of devices including desktops, laptops, mobile devices, printers, phones (Digital, Analog, VoIP), scanners, cameras, VPN, RDP, and other remote access tools.* Supported and interacted with end-users during moves, transfers, and onboarding of new hires. Built and maintained strong working relationships with clients and management while understanding responsibilities for assigned areas. Communicated effectively both verbally and in writing to provide clear updates and instructions.* Developed, executed, and completed small projects, documenting processes and procedures according to corporate standards. Deployed and built operating system and software images for laptops and desktops, managed the shipping of equipment to staff, and handled inventory management including disposal, intake, and redeployment of assets. Provided status updates to supervisors and clients regularly.* Remained up-to-date with industry best practices for client services, identified service gaps, and recommended technical or administrative solutions for improvement. Delivered world-class service to executives and c-suite personnel, regularly interacted with internal teams to address support needs, and ensured progress updates were communicated effectively. Managed physical tasks including lifting and moving boxes up to 50 pounds as required.

• Seasoned professional with a proven track record in both End User and Infrastructure Support. Specialized in delivering high-quality technical support while ensuring outstanding customer service. Proficient in resolving complex technical issues independently.• Adept at handling a wide range of operational responsibilities. This includes providing customer support for various devices and applications, managing ticket queues with a focus on meeting service level agreements, and effectively collaborating with vendors for end-user support. Additionally, experienced in on-site and off-site event support, disaster recovery, and travel to remote sites when necessary.• Expertise in overseeing data center, server room, and IT facility operations. Skilled in hands-on administration duties, physical equipment support, cable management, and infrastructure incident resolution. Committed to maintaining facilities in optimal condition and coordinating with vendors for efficient equipment maintenance and replacement.• Strong commitment to health and safety in the workplace. Ensuring a safe environment for oneself and colleagues by complying with safety policies, reporting unsafe conditions, and promoting safety conduct. Adhering to regulatory requirements and fostering a culture of safety and responsibility.

• Implemented a client-centric approach, focusing on understanding and addressing individual needs during in-home/on-site technical support engagements. Employed active listening skills to comprehensively grasp client concerns, tailoring solutions to enhance overall satisfaction. Prioritized empathy and patience, particularly in high-pressure situations, to create a positive and supportive service environment. • Conducted thorough assessments of clients' existing technological infrastructure, identifying opportunities for enhancement and modernization. Stayed informed of the latest advancements in technology to provide clients with informed and forward-thinking recommendations for new device and technology implementations. Initiated collaborative consultations with clients, engaging in in-depth discussions to understand their current operational landscape, challenges, and future goals.• Specialized in a wide array of devices, including but not limited to computers, laptops, printers, networking equipment, and wireless security camera systems. Executed comprehensive diagnostics to identify hardware and software issues, employing a systematic approach to ensure accurate problem identification. Applied in-depth knowledge of computer hardware components, operating systems (Windows, macOS, Linux), and peripheral devices to conduct precise and effective repairs. • Designed and implemented robust networking solutions tailored to meet specific client needs, emphasizing optimal performance, scalability, and security. Conducted thorough network assessments to identify potential vulnerabilities, bottlenecks, and areas for improvement, ensuring the delivery of tailored and effective solutions. Maintained a proactive approach to staying updated with the latest industry trends, attending conferences, webinars, and workshops to gain insights into emerging technologies and best practices.

• Managed IT Service Desk operations for multiple organizations, utilizing ticketing systems (KACE, ServiceNow) to efficiently track and resolve technical issues, while providing support to over 500,000 associates.• Utilized advanced remote desktop software (Microsoft Teams, TeamViewer, Quick Assist, Aircall) to promptly resolve user account, printer, hardware, and software problems, demonstrating strong problem-solving skills and a customer-focused approach.• Collaborated seamlessly with cross-functional teams (Network Support, Desktop Support, Digital Workplace Support) to ensure swift and effective issue resolution, while leveraging advanced technical skills (SQL, Windows Installer, VPN configurations) to troubleshoot various programs and systems.• Streamlined user account management across multiple systems (OKTA, Uplist, Docusign, AS400, Active Directory) to enhance efficiency and accuracy, while maintaining meticulous records of user interactions and tasks using various ticketing systems.

• Proficiency in operating Ford F-350 and F-750 trucks with trailers for equipment transportation.• Exceptional physical capabilities for clearing brush and debris, contributing to project efficiency.• Competence in operating various heavy and lightweight machinery, including chainsaws, chippers, stump grinders, and Avants, with a strong emphasis on safety.• A commitment to maintaining a safe work environment, resulting in zero incidents or accidents on the job site.

• Executed deliveries using the DoorDash Dasher application to transport orders for customers in a timely and professional manner.• Achieved a perfect 100% delivery completion rate, and successfully delivered 96% of orders on time or early out of 100 customers, showcasing exceptional attention to detail and time management skills.• Managed and utilized the company card to pay for food items, ensuring accuracy in all financial transactions.

• Conducted diagnosis and troubleshooting of up to 13 Apple MacBooks daily, utilizing advanced technical knowledge and problem-solving skills.• Demonstrated expertise in replacing and repairing a wide range of defective hardware components, including Clamshells (displays), motherboards, heat sinks, Solid State Drives, fans, and speakers, among others.• Successfully built completely new MacBook units, showcasing exceptional technical proficiency and attention to detail.• Efficiently documented all issues, diagnoses, and repairs of each MacBook, ensuring seamless communication with the testing line and enhancing overall productivity.

• Supervised and trained crew members on cleaning, maintaining, and applying herbicide treatment to over 50 different lakes and ponds in the north Houston area as a Foreman in Training at Lake Management Services, LP.• Demonstrated expertise in repairing and maintaining Otterbine pond fountains, resulting in improved aesthetic and ecological conditions.• Conducted electric-fishing to collect data on fish population in ponds and lakes, providing valuable insight to clients.

• Managed a team of 4 members and meticulously tracked data and inventory for 30 environmental projects.• Successfully eliminated over 200 acres of invasive plant species and completed over 1200 hours of chainsaw work.• Collaborated with the US Fish and Wildlife Services to apply aquatic herbicide on 20 acres of Champion Lake kayaking trails in Dayton, Texas to target willow and cypress trees.