• Manage 2 contract employees when senior manager is not available.• Receives and solves first-contact resolution calls from internal and external users. • Receives and solves reported incidents and network-related requests, per SLAs. • Fulfills emailed MACD requests from IT users, per OLAs/SLAs. • Assists with identifying users' needs and requirements. • Assists with testing and deployment of IT hardware and software to meet business needs.• McAfee Endpoint Encryption knowledgeable. • Reset passwords using Active Directory.• Proficient in using Proxy host management system.• Troubleshoot and configure Cisco Any Connect Secure Mobility Client.• Provide troubleshooting for IPhone and Android for Emails.• Provided support for printer issues and escalating them to the appropriate printer vendor.• Able to configure, troubleshoot, and resolve each computer issues in a Windows XP, Windows 7, and windows 10.• Heat and Serena ticketing knowledgeable. • Able to install and troubleshoot Fairfax Imaging when needed.• Office365 knowledgeable. • Proficient on Dell and Lenovo Laptops and desktops.