Maintain, deploy, and decommission Windows-based workstations and multifunctional / Zebra printers. Update Active Directory scopes for users, groups, and computers. Respond to customer hardware, software, and network problems that come in via ServiceNow tickets, emails, phone, and radio calls. Perform preventative maintenance for hardware and software by updating drivers and firmware and replacing hardware components.- Maintained an average Service Level Agreement response time that was 5 hours faster than required while handling 20-30 tickets per day while operating in a team environment.- Developed a PowerShell script to delete old computer objects from their respective Organizational Units (OU) saving 4 hours of work.

Engage with customers through inbound and outbound calls using CRM software. Facilitate customer orders while maintaining compliance with federal and state laws. Guided customers through hardware troubleshooting remotely.• Developed and designed a website knowledge database for new employees.• Established and maintained the second-highest order processing rate with the lowest error rate within the company.

Performed troubleshooting and maintenance on desktop computers, servers, printers, and cameras. Trained 7 new personnel in computer systems, camera operations, and daily activities. Reported and documented security violations and system issues that could not be resolved on-site.• Monitored operations, analyzed data, and documented reports resulting in recommending actions that reduced company exposures to losses• Provided basic customer service by giving required information; completed all tasks unsupervised and independently

Provided remote and on-site break/fix support and troubleshooting to over 500 customers. Configured and de-commissioned mobile phones for customers to include Android and Apple products. Educated customers on cell phones and showed them how to use their new cell phones. • Programmed, replaced, and troubleshooted mobile devices for over 500 customers.• Analyze and maintain daily and accurate inventory of over 2,500 products on the sales floor and back of house inventory.

Maintained the safety and security of the Muskingum County Sheriff’s Office, while helping promote and advance the mission of the facility and department. Accurately input inmate information into the inmate management database • Led a shift of 6 correctional officers and 180+ inmates: documented inmate behavior and disciplinary actions in 150 meticulous reports. • Analyzed inmates' daily activities, watching closely for unusual behavior, improper conduct, or signs of possible conflict. • Troubleshooted and supported video monitoring systems to establish an uptime rate of 99%

Cybersecurity intelligence analyst with 5 years of experience in system administration, network analysis and configuration, and intelligence collection. Proven history of success in developing, deploying, and evaluating systems to improve uptime and efficiency. Committed to staying current with innovation in technology and computer science. • Researched, analyzed, and produced near and long-term intelligence-based products using all source resources on political, military, terrorism, and counter-terrorism issues in response to priority intelligence requirements. • Provided Helpdesk/Customer Support as a technical consultant by diagnosing and resolving user, systems, equipment issues, and other reported incidents through telephone, chat, and electronic email. • Maintained daily duties in Windows Active Directory by creating, resetting, and disabling user accounts, service accounts, computer accounts, and any related group policies.