• Deploy and provide support for company laptops, desktops, tablets, phones, and printers • Completed Windows 10 upgrade project within deadline to keep systems’ security up-to-date • Manage IT inventory and procurement to ensure quick turnaround for equipment needs • Planning and setting up workstation infrastructure for upcoming company expansion • Complete company-wide Microsoft 365 Migration

Manage clients’ trouble tickets and provide Tier 1 and Tier 2 network support• Update customer network equipment entries through a company proprietary monitoring system to ensure information is accurate and up to date• Maintain trouble tickets and engage clients with updates on issue, troubleshooting performed, next steps, and resolution• Minimize network downtime by proactively monitoring equipment, verifying device configuration, and escalating to the appropriate teams when necessary• Uphold a 95% or higher success rate of customer SLA metrics by acknowledging and resolving tickets in a timely manner based on priority level• Dispatch and remotely support on-site technicians with installation/troubleshooting of network equipment

Configured and staged customer equipment in preparation for deployment• Staged over 100 devices a week, including Cisco Routers, Switches, ASA’s, Meraki, and VoIP Phones, to meet shipping deadlines• Created and revised staging documentation to ensure an easy-flowing and efficient process• Met department 4DX goals to achieve an overall customer satisfaction score of over 90%