Provided security maintenance and patching on website interfaces to support post-launch viability. Configuring and managing Office 365 email accounts, setting up and overseeing user profiles within Microsoft Active Directory, and overseeing the administration of mobile devices (such as cellphones and tablets) as needed. Managed and led IT support teams, ensuring efficient operations and high-quality service Coordinated production support activities, resolving incidents promptly and effectively. Monitored applications and systems to ensure smooth and reliable performance. Delivered custom training for new software and researched to support users with questions about the application when required. Engaged with employers to address urgent issues and ensure swift resolution. Improved system efficiency and performance through proactive measures. Committed to excellence and innovation in IT support. Provide assistance with hardware, including computers and accessories, virtual devices, and cloud applications. Introduce modern technologies to maintain ongoing site effectiveness. Delivered custom training for new software and researched to support users with questions about the application when required. Engaged with customers to build rapport and loyalty, resulting in repeat business and referrals. Identified gaps and suggested improvements for systems to enhance efficiency. Marketed and sold web development and security services to prospective clients, highlighting benefits and unique features. Promoted hardware solutions and services to clients, enhancing their business operations and driving sales growth.

Take charge of cybersecurity defenses using proven technologies like Symantec, Cisco's Adaptive Security Appliance (ASA), Check Point Firewall, and Snort IDS. This vital role commands a team of 12 to streamline security operations, execute rigorous security audits, and devise strategic security frameworks. Tasked with the critical responsibility to uphold and advance the security architecture, you ensure the integrity and confidentiality of data across the organization, adapting to the dynamic threat landscape to safeguard key information assets.

Managed over ten employees and 150 client calls per day. Installed and configured products firmware for the customers on the phone or by remote access software focusing on creating a client-base and exceptional services, resulting in repeated purchases and an increase in sales.Breakdown and evaluated user problems, using test scripts, personal expertise and probing questions.Worked with end-users to assist in the first call resolution type environment.Accelerate the process of resolving customer issues and grievances to ensure the highest level of satisfaction. Install workstations, laptops, printers and other desktop-related equipment as directed by service request tickets, including asset tracking and systems monitoring.Assist in moving desktop equipment to different locations.Utilized in-house ticketing platforms to oversee, monitor, and address updates on customer accounts, password resets, and solutions for product support issues. Responsible for supporting desk phone devices and management software and providing desktop and laptop assistance.Provided first-tier support and troubleshooting for all departments' systems to establish a consistent automation system by remote access or phone support to share work files faster, doubling the company’s productivity.Explained technical information in clear terms to non-technical users.

Responding to help desk inquiries and managing tickets for end-user problems, providing end-user orientation and IT training, as well as conducting software installations and resolving software issues. Provided outstanding customer service through attentive listening to customer concerns and compassionately offering solutions. Diagnosed and remedied issues associated with VPN, Citrix, desktop computers, laptops, mobile devices, network resource accessibility, as well as Microsoft Office and Windows operating systems. Fostered and sustained robust customer connections, leading to sales and client retention growth.Demonstrated product features and benefits to customers, leading to informed purchasing decisions. Increased best average response time (ART) by 15% in first 3 months