United States
•Coordinated and executed large-scale hardware and software deployments across multiple departments. •Managed device imaging, configuration, and asset tracking using SCCM/Intune. •Collaborated with IT managers to streamline deployment schedules, minimizing downtime for end users. •Ensured compliance with company security policies during device rollouts. •Trained employees on newly deployed hardware and software.
•Provided Tier 1 & 2 technical support for 1,000+ end users, troubleshooting hardware, software, and network issues in a corporate environment. • Installed, configured, and maintained Windows and macOS systems, ensuring compliance with security and performance standards. • Supported Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and assisted with account management in Active Directory. • Delivered remote support using ServiceNow and remote desktop tools, maintaining SLA compliance and reducing ticket backlog by X%. • Managed hardware deployments, imaging, and upgrades for desktops, laptops, and mobile devices. • Resolved LAN, Wi-Fi, and VPN connectivity issues to minimize downtime for staff and executives. • Provided hands-on support for peripherals such as printers, scanners, and conference room equipment. • Documented technical procedures and solutions, contributing to the internal knowledge base. • Collaborated with cross-functional IT teams to escalate complex issues and improve support processes. • Recognized for strong customer service and ability to translate technical solutions into user-friendly language.
• Delivered advanced technical support to clinical and administrative staff in a fast-paced healthcare environment, ensuring minimal disruption to patient care. • Supported Electronic Medical Records (EMR/EHR) systems, clinical applications, and medical devices to maintain hospital IT functionality. • Troubleshot and resolved complex hardware, software, and network issues across multiple departments. • Assisted with Active Directory administration, including user account management, security permissions, and group policies. • Provided Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint) for hospital staff and leadership. • Monitored and resolved tickets in ServiceNow, escalating issues to specialized IT teams when necessary. • Created and maintained technical documentation, knowledge base articles, and user guides to improve efficiency. • Collaborated with IT leadership on compliance initiatives, ensuring adherence to HIPAA and hospital security protocols. • Trained and mentored junior technicians, serving as an escalation point for complex support requests. • Recognized for strong problem-solving skills, communication with non-technical staff, and ability to deliver rapid solutions under pressure.