• Effectively set up new hire accounts via AD. Configured equipment and applications based off manager’s request. • Asset management and tracking of laptops, phones, peripherals, documents. Created P.Os and order equipment based off company’s needs. • Documenting and maintaining an organized record of support activities for current/future use (documenting process and procedures for troubleshooting and P.O orders). • Utilized Cisco Unity, Cisco CM, and Cisco UCCX to manage the phone system (VOIP).• Managed the Solar Winds and Service Now ticketing systems as the first point of contact for requests.• Provided tier 3 support for the Help desk. • Responding to security incidents and implementing corrective actions.• Worked on and managed projects• Troubleshoot applications know and unknow to an organization. • Patching Pcs and servers. Along with server management. • Actively works with the network team and infosec to solve IT related issues on a regular basis.• Contact vendors for services• MDM services with Verizon and Intune. • Disaster recovery response• Managed applications such as Adobe, GitHub, Jira and Twilio. • Create security groups, file shares, Teams groups and proxy boxes for user access.• Communication protocols Use SCCM to manage PCs and users accounts

• Troubleshooting hardware and software issues, resolving problems efficiently. Providing timely and effective technical support to end-users, onsite and remote (SCCM). Via phone, email and in person. • Setting conference rooms• Imaging PCs via PXE for new hires. Deploying them with equipment as requested • Effectively communicating technical solutions in a clear and understandable manner to end-users. Demonstrating patience and empathy while assisting users with varying levels of technical proficiency.• Maintaining accurate and up-to-date records of support requests, resolutions, and follow-up actions. Prioritizing and escalating tickets as needed to ensure timely issue resolution.• Drove to different sites in the MD, VA and DC area using company vehicle and personal car troubleshooting problems. • Reset, and change passwords in Active DirectoryRebuild computers.Analyze users’ needs and recommend appropriate hardware.Deploy new clients with appreciate equipment