Resolved daily triage of service requests from small-to-medium business clients covering hardware, applications, networking, and user account creation/termination.
Delivered desktop support and workstation setups via RMM tools alongside server administration tasks including Active Directory, DNS, and Group Policy.
Configured and managed Microsoft 365, Azure, and other cloud platforms for client environments.
Executed IT projects such as Office 365 migrations, 2FA deployments, server upgrades, and firewall installations in collaboration with the Service Manager.
Maintained accurate documentation for client systems, assets, and workflows, and supported client onboarding/offboarding processes.
Installed and configured endpoint security software including antivirus, EDR, and file integrity monitoring tools across client devices.
Implemented Datto Endpoint Backup solutions and managed backup/restoration, configuration, and monitoring for client machines.
Administered Windows file and print servers, DHCP, and set up Active Directory synchronization in hybrid cloud/on-prem environments.
Troubleshot hybrid on-prem/cloud email issues and developed migration strategies for Entra ID and Active Directory to the cloud.
Configured and troubleshot network equipment including routers, switches, and firewalls, and supported VPN, Terminal Services, and Citrix remote access solutions.
Provisioned and troubleshot VMware environments for client infrastructure.

Provided Level 1, 2, and 3 IT support to non-technical and technical users within and outside the business.
Managed ticket flow by responding within SLA to client requests, resolving technical issues using multiple diagnostic tools.
Set up new user PCs and mobile devices according to role designation, including VPN profiles via Cisco AnyConnect and Netextender.
Performed JDE and Active Directory password resets and created user profiles and access permissions.
Delivered Microsoft 365 admin support including account creation, licensing, security configuration, Azure, Intune, and MFA setup.
Supported VSA 9/10 remote sessions, PowerShell scripting, and troubleshooting, and rebuilt VDI environments.
Administered GPO, DHCP servers, and network switches, and managed Meraki, Sonicwall, and Fortinet firewalls.
Led O365 migration admin support from GCP to Azure/Microsoft for client tenants.
Used IT Glue to centralize endpoint, device, printer, server, backup, and network visibility across client accounts.
Migrated client management from VSA9 to VSAX to Kaseya, and transitioned on-premises VM applications to EC2.
Hosted weekly team collaboration reports and managed pending escalations.

Maintained IT infrastructure network operations to support efficient client/business IT systems functioning.
Coordinated and maintained client IT environments against SLM/SLA targets.
Managed IT asset provisioning and access setup for new hires.
Provided basic support for Windows (desktop and server) and Unix/Linux systems.
Acted as escalation point for advanced or difficult IT requests, providing Level II support to Help Desk/Service Desk technicians within SLA.
Supervised outsourcing processes and team performance, conducting weekly performance reviews and scorecard reporting.

Configured Workforce Management applications (Time and Attendance, MVS, LFSO) and collaborated with technical teams on integration and customization projects.
Coordinated weekly client reports and project updates while maintaining relationships with customer project teams.
Managed ticket flow within SLA using the ConnectWise (CW) tool, and supported M3 services ticket creation and maintenance.
Collaborated with global, multicultural teams within Infor and with customers to deliver services meeting agreed standards for invoicing sign-off.
Monitored and maintained critical/P1 tickets to meet client SLA targets, triaging to appropriate teams.
Supported RSA token and MFA setup for application security needs.
Provided on-call support for critical issues and escalations.

Categorized, prioritized, and diagnosed Incidents and Service Requests received via email, chat, or tech portal.
Managed VDI environments for new, contractual, and permanent users, troubleshooting live and background instances.
Provided Active Directory support including GPO policy administration, profile access, and MFA/Defender token authentication setup.
Managed VPN and network support for legacy and client-specific projects.
Served as internal Team Lead for a new Line of Business, overseeing quality-assured, client-focused service delivery.
Supported O365 cloud applications (Outlook, MS software) and Mac/MacBook troubleshooting including backup/restore and network diagnostics.
Provided mobile device support (Android/iPhone) for BYOD users including MFA and Azure authentication app connectivity.
Internally certified in AD 2008/2012 administration.
Managed ticket flow within SLA using Autotask.

Delivered technical support for client computer systems via telephone, email, and web chat.
Performed RMM/MSP troubleshooting steps and corrective resolutions for external and new users.
Logged events, problems, and resolutions, following up within SLA to update customer status.
Supported Mac/MacBook backup, restore, diagnostics, network mapping, and recovery tasks.
Provided mobile device support (Android/iPhone) for BYOD users including MFA and Azure authentication connectivity.

Categorized, prioritized, and diagnosed Incidents and Service Requests received via phone, email, or portal.
Performed diagnostics and troubleshooting of customer application, hardware, network, and procedural issues.
Conducted follow-ups with support groups and call-backs to end users.
Escalated issues to Level 2 IT Analysts and/or Managers in a timely manner.

Documented instances of hardware failure, repair, installation, and removal.
Provided technical support for client computer systems.
Collected and restored data to support management reporting.
Resolved product/service problems by clarifying complaints, identifying causes, and selecting solutions through to resolution.
Compiled reports on overall customer satisfaction.
Provided hardware support for printers, software installation, and network connectivity.