### Job Duties- Maintain and monitor server hardware, software, and network infrastructure.- Perform routine system updates and apply necessary patches.- Troubleshoot and resolve basic to intermediate infrastructure issues.- Support the implementation of new infrastructure solutions.- Assist with disaster recovery and backup procedures.- Document technical processes and maintain accurate system records.- Participate in on-call rotations for after-hours support.- Oversee daily helpdesk operations.- Develop and implement helpdesk policies and procedures.- Update and maintain the knowledge base with common issues and solutions.- Coordinate with other IT teams to escalate and resolve complex issues.- Provide basic user training on common software and hardware.- Manage and maintain inventory of IT equipment for end-users.

Systems & Network Security | Detection & Threat Response | Recovery & RemediationRecruited to image and deploy laptops/desktops to over 200 locations nationwide, supporting 3,000 users. Worked collaboratively to detect and respond to information security incidents, performing tasks including monitoring, research, and classification of security events on the network or endpoint. Participated in security investigations as requested. Reports to Service Desk Manager.KEY CONTRIBUTIONS: Help Desk Support: Accurately diagnosed and resolved thousands of complex IT, hardware, and software problems, logging incidents and customer interactions in ServiceNow. Updated 20 KB articles to incorporate continuous procedural improvements. Organizational Leadership: Appointed alternate shift lead, managing and coaching 22 service desk analysts on process and procedure. Partnered with other Information Technology groups to refine and enhance security controls making recommendations to senior management on results of analysis. Inventory Auditor: Saved $600k in service charges due to discovering billables for 30+ expired service contracts under 30 days. Recouped loaner devices for sweeping and reconfiguration. Learning & Development: Job shadowed cyber intelligence analysts conducting threat analysis operations and numerous IT professionals performing varying technical roles within the client organization. Applied principles of network and endpoint security, analyzed current threat and attack trends, and studied security principles such as defense in depth. Threat Hunter: Investigate incidents caused by malicious activities and identify false positives. Performed vulnerability scans for viruses or security breaches, reviewing alerts, the evaluation of its urgency, and relevancy to align with business objectives.

POS Systems & Network Servers | Technical Support | Diagnostics & TroubleshootingRemotely triaged approx. 50 inbound communications per day via phone, email, and web portals supporting end users facing POS system issues affecting Gwinnett County Public Schools, the firm's industry-leading client. Analyzed and resolved level-one inquiries on organizational products and services, including installation, operational functions, troubleshooting, maintenance, and general questions.KEY CONTRIBUTIONS: Top Performer: Dominated "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills, and technical problem-solving. Call Center Excellence: Provided hardware and software solutions affecting 2,000+ users. Led team to lower total cost by 15% by maintaining a very low "transfer rate". Exceeded call handling goals closing roughly 50 calls daily with 80% first-call resolution ratio. Risk Management: Reduced malware risks by 40% by installing firewalls and multilayer security systems to conceal confidential information. Process Improvement: Played a key role in reengineering Support Center processes improving responsiveness, resulting in customer satisfaction rates of 85% or higher. Professional Development: Remained current on technical and business knowledge in all assigned applications and support processes and procedures.

Technical Support | Enterprise Resource Planning (ERP) & Financial Software | Customer ExperienceHandpicked to join the Fixed Assets team to handle more complex problems while balancing a large workload in a fast-paced and dynamic team environment. Provided Extraordinary Customer Experiences to multi-million-dollar corporations and franchises, addressing inquiries over multiple channels (telephone, email, chatbot, social media, etc.) in a support-center environment. KEY CONTRIBUTIONS: Revenue Growth: Contributed to 18% revenue growth as a champion of B2B marketing for additional Sage products or services. IT Performance: Routinely exceeded call-handling goals, closing an average of 100 calls weekly (25% above quota) with 85% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below the 15-minute goal. Cross-Collaboration: Built strong relationships among the regional desktop and unified global helpdesk team consisting of 250 staff. Customer-Centric Culture: Commended for transcending barriers between technology, creativity, and business, aligning and engaging quickly with upper management, coders/developers to strengthen client relationships. Case Management: Authored SLAs and KB articles. Administer all aspects of active directory group policy, such as creating and managing end-user accounts using active directory.

Systems & Network Security | Operating Systems | Technical Support | Customer Service Management (SME)Played a pivotal role in ensuring technical success and customer satisfaction with Blackberry products and solutions. Perform deep dive analysis, diagnosing and troubleshooting Blackberry software, hardware, and connectivity issues while delivering specialized training on hardware/software to end-users for resolution. Reported directly to the Product Support Manager.KEY CONTRIBUTIONS: Promoted to "CSR Subject Matter Expert (SME)" within six (6) months for consistently exceeding CSS metrics at 95% (15% over quota) by building a genuine rapport with clients as part of a strategic retention strategy. Provided information security and threat management for a $2.71B corporation supporting 11M users. Employed effective troubleshooting techniques and process initiatives, reducing downtime by 47% caused by computer and network issues. Received "outstanding" ratings on performance reviews yearly, with top marks in teamwork, customer service, communication skills, and technical problem-solving. Collaborate with DevOps team to resolve critical issues that required escalation providing detailed descriptions of issues in trouble ticket system resulting in swift resolutions saving time and money. Technical Leadership: Led 5 CSR trainings biannually, cross-trained technicians on network topologies, edge devices (routers, proxies, etc.), and troubleshooting techniques updating KB articles to reflect advancements.

Hardware & Software Repairs | Systems & Network Security | Technical Support | Operating SystemsManaged the installation, design, and network infrastructure of 150+ computers.Performed a variety of computer repair and maintenance activities, including onsite repairs, replacements of parts, and negotiation of pricing for services with customers.Successfully maintained up to 5 open requests simultaneously, resolving issues within 3 hours of arriving on site.