• Received and responded to internal incident escalations, to provide consultation on next steps or further assistance to the user
• Acted as an escalation point, and provided first level support with the goal of resolving or escalating within a 1 hour time frame
• Worked tickets simultaneously from a phone queue, general ticket queue and received periodic escalations
• Maintained detailed documentation, notes, and steps pending or completed on all support tickets
• Provided break-fix and end user educational support for Workstations, Office & GSuite, Standard and Line of Business Applications,
Peripherals and Hardware, Connectivity, Stability, as well as accessories such as Printers, Hotspots, Mobiles, Tablets, and Phones. • Completed onboarding and offboarding tasks for users

• Received and responded to inbound incident request from Clients, and Internal & External users
• Acted as a first line of support with the goal of resolving or escalating within a 30 minute time frame
• Worked tickets simultaneously from a phone queue and a general ticket queue
• Supported Windows 7 and 10 users with technical issues within a domain and workgroup environment
• Supported MAC users
• Supported mobile devices
• Provided break-fix and end user educational support for Workstations, Office & GSuite, Standard and Line of Business Applications, Peripherals and Hardware, Connectivity, Stability, as well as accessories such as Printers, Hotspots, Mobiles, Tablets, and Phones.

• Desktop/Laptop/Thin Client/Zero Client hardware and software computer support in a hospital and healthcare environment
• Provided excellent customer service
• Application installations
• Effectively inventoried computer hardware and printers
• Provided first level troubleshooting of IT related issues from local software support to hardware, network access, connectivity, laptops, PCs and printers.
• Worked closely with EPIC application owners for support and documentation with any issues related to the application
• Supported the entire Microsoft Suite and O365
• Maintained accurate records using the ServiceNow ticket management system

• Worked in a small team on project-based tasks
• Server migrations and consolidations (2008-2019)
• HP Smart Switch configurations
• Workstation Setup and Installations
• Office 365 setup and email migrations
• Phone system migrations (with the help of Net2Phone)
• Escalated and placed calls to vendors to resolve software and hardware issues
• Configured NAS devices and setup data shares
• Worked with Datto backup and recovery appliances
• Performed domain admin tasks, and performed tier 3 network admin/sys admin level troubleshooting
• Configured and setup Ubiquiti network equipment (wireless bridges, WAP’s, security cameras)
• Worked alongside the project manager to plan projects and meet deadlines
• Maintained accurate records using the ConnectWise ticket management system

• Supported Windows 7 and 10 users with technical issues within a domain and workgroup environment
• Supported users remotely, via phone and in person
• Setup new workstations for users
• Managed AD accounts
• Performed laptop computer and printer repairs (motherboards, keyboards, displays,etc)
• Installed software and applications
• Setup o365 and Exchange mailboxes
• Provided service desk support
• Maintained accurate records using the ConnectWise ticket management system

• Developed software (mainly with C# and VB) and used GitLab for version control
• Setup a ZenServer – type 1 hypervisor
• Setup Nagios core with CentOS 7 to monitor network devices

• Desktop support for users in a warehouse and office environment
• Worked with Zebra printers and PC scanners

• Installed computer systems
• Deployed and reimaged systems
• Break/fix support