• Configured custom software to meet user requirements, • Performed GUI changes, and resolved Tier 3 issues via sql. • Prepare comprehensive documentation of programs and systems• Performed and testted software updates and patches and configured systems as needed• Ensured Software Licensing for 3rd party apps remained valid.• Monitored the performance of IT systems to determine productivity level• Created user manuals and training materials to decrease troubleshooting time and provide efficient support for the end-user.• confirm web service calls ( soap and rest) as a means of troubleshooting application issues. • Worked closely with the web development team to ensure quality deliverables.• Worked with vendors to provide professional support for business applications regarding maintenance windows, adhoc patching , and new releases. • Created and resolved incident tickets using Servicenow, Servicedesk, and AZDO• Ran queries, created scripts, and reports via SQL.• Developed and optimized complex SQL queries to extract, transform, and load data from multiple sources.

• Configures and supports Agency business applications either directly or through contracted third-party service providers; liaises with vendors and contractors who provide professional and technical support to the Agency’s business applications regarding bug fixes, new releases, and updates.• Ran queries, created scripts, and reports via sql.• FreshService and Jira administrator• Created users, reports, and roles in FreshService• Create dashboard and workflows and ticket views for different teams in FreshService• Configured OKTA for SSO for FreshService• Familiar with JSON and Freshservice API(REST) for servicedesk integration.• Provided recommendations to end-users and leaders on best practices and standardization in implementing and leveraging processes within Jira• Performed root cause analysis for issue resolution and prevention.• Assesses performance and reliability of business applications by monitoring availability and response time; detects problems and identifies inefficient use of resources; provides guidance to IT staff and/or third-party service providers to resolve 3rd party application performance issues and streamline workflows.• Investigates application logs to uncover and address error patterns• Provided tier 2/3 support for Argus Enterprise suite of applications, CapTrack, and CapForce(JLL”s salesforce instance)• Performed GUI changes, site updates, and quick fixes via SQL. • Created and resolved incident tickets using Zendesk, Servicenow, and Case Management for Salesforce.• Successfully developed and executed test plans, procedures, user stories, and created bugs in DevOps and Jira.• Provided in-depth analysis to create and rollout new software. • Wrote test scripts and test cases. Performed functional, system, UAT, and E2E testing.• Lead all aspects of projects, including capacity planning, resource allocation, project documentation, client engagement, and change management.

-Provided Tier 1/2 help desk customer service, application, and hardware support-Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. -Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties.-Respond to user service requests and expediently resolve trouble tickets to maximize system up time-Create help desk documentation with step by step instructions on problem resolving techniques-Communicated thoroughly with customers, enabling effective information exchange and efficient process management-Log calls / jobs on the helpdesk database utilizing helpdesk software (Connectwise.).-Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance-Report back to clients and contract staff on job progress and completion and produce reports-Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures.

• Conferred with Extension Instructor on how to solve existing web based problems with HTML, CSS, and Javascript.• Researched, documented, and implemented new technologies to support ongoing projects.• Provided end user support during interactive video conferencing and assisted with creative educational solutions through the use of the entire Microsoft Office Suite, Photoshop, and Indesign• Improved the updating/troubleshooting of hardware/ software processes for Windows Vista, 7, and 8 by 43%• Created and updated support documentation for desktop related issues for department continuity through the use of Data Entry.• Identified and removed computer viruses and provided major repairs in accordance with outside vendors. • Performed diagnostic testing on PC equipment and printers• Solely resolved and reported various ticket issues • Troubleshooted mobile devices and printer and Installed various printers and printer components• Offered extensive end user support for hardware/software to call in clients/customers

• Independently attended to assigned skyboxes. Organized and competed a duty checklist for pre-game, during the game and post-game. Multi skilled as a liaison between suite guests and management staff. • Applied wristbands and checked for valid credentials. Directed guests and answer questions.