• Brought down the average time to repair for Field Service tickets by 41 hours after six months of employment by enacting best practice processes and addressing technical pain points. • Stood up scheduled reporting to monitor Service Desk KPIs.• Integrated Vendors with Apple Business Manager and Intune to decrease deployment time.• Coordinate Threat Vulnerability Management leveraging Nessus and Tenable. • Submit risk exceptions to Infosec and develop compensating controls for accepted risks.• Negotiated custom-build solutions for laptops and desktops, ensuring universal hardware architecture, increasing hardware specs, and lowering the cost of new-hire hardware packages by $550.• Serve as PoC for Printer, A/V, and other MSPs.• Interview/Hire/Evaluate direct reports.• Serve as a technical and managerial escalation path for direct reports.• Configured JAMF and serve as JAMF administrator.

• Provide internal level 2 support to GameStop corporate employees.• Technical point of Contact for GameStop's blockchain team.• Handle technical escalations from the service desk.• Provide White Glove Service for VIPs and senior/c-level executives. • Coordinate deployment of equipment for large Customer Service hire groups.• Assisted Employees via walk-up service window, tickets in JIRA, email, and instant messaging in Microsoft Teams.• Maintain asset database and inventory.• Managed user accounts with Active Directory.

• Created self-updating packages in PDQ Deploy for remote software installs, aiding in Threat Vulnerability Management• Created images in WDS for deployment/Injected windows updates as needed• Created cost-saving projects with a greater than $15,000 return• Coordinated deployment of prepared equipment for large new hire groups• Troubleshoot computer hardware / swap components • Maintain asset database and inventory / coordinate purchasing• Managed user accounts with Active Directory

• Resolve customer issues in a positive, professional, efficient manner and in compliance with the HCHS Customer Service Level Agreement (SLA).• Provide Service Desk Support for First Call Resolution (FCR) to users over the phone and through remote assistance.• Perform Service Desk duties as needed, clearly define user problems received via phone/e-mail/voice message, resetting/unlocking accounts, setting up printer profiles, setting up email profiles, hospital applications installation, troubleshooting TCP/IP issues, troubleshooting Office applications, troubleshooting hospital software, imaging and re-imaging PCs/laptops for deployment.• Provide Deployment Support to users throughout the enterprise. Performing deployment duties as needed, including imaging and re-imaging of PCs and laptops, installation of hospital applications.• Provide information, technical assistance and education to users as warranted.• Maintain, analyze, troubleshoot, and repair computer systems software.• Act as an integral member of the IT Disaster Recovery Team, following documented Halifax Health disaster recovery plans and procedures.• Promote and adhere to departmental and organizational information security policies, standards and procedures.