• Installs, configures, and maintains server operating systems to provide optimal performance and stability within virtual and physical environments.• Maintain and provide support for authentication services such as Microsoft AD, Okta and Cisco DUO.• Oversee WAN infrastructures, such as VPNs and Internet access.• Works in conjunction with other IT teams to ensure a coordinated effort when introducing, upgrading, or changing new technology

• Installs and support physical phones/IP phones(Cisco & Avaya) and voicemail (Mutare)•Create documentation for voice configurations, network mapping, circuit identification and processes•Collaborates with Engineering teams to determine network capacity and implement strategic plans

- Increase field production by resolving complex mobile issues elevated from T1 support team - Test, install, and migrate software, patches, upgrades, applications, and/or hardware - Activate new user provisioning and deactivate users connections by using Mobile Device Management

•Troubleshoot and conduct tests to determine whether equipment, software, or procedures are operating as expected (mostly HP laptops/Desktops, Lenovo’s, Printers)•Design and implement the most cost effective solutions to minimize the users downtime•Deploy Software to users PC’s using Altiris Management console

• Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools• Maintained compliance with company standards to perform all maintenance activities• Troubleshot and resolved web application issues escalated from customer support and other departments with 97% success rate

• Consulted with outside parties to help resolve discrepancies and create solutions• Evaluated account history to identify trends, using data to mitigate future issues• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs• Proactively listen to the needs of the user to identify which steps needs to be taken to create an enjoyable experience

Contractor at CSX• Patched software and installed new versions to eliminate security issue• Used diagnostic tools to identify hardware failures and replace non-functional components• Configured employee work stations, which included hardware, software and peripheral devices• Innovated solutions to new issues to reduce users downtime and increase productivity