IT Support Technician

• Mar 2020 - Present

IT Support Engineer

• Aug 2015 - Sep 2019

I formulated and upheld meticulous documentation of IT processes and procedures to optimize workflow, actively contributed to the maintenance of the company's IT infrastructure, encompassing Windows servers, firewalls, and 3rd party applications, and delivered exceptional post-technical support to ensure customer satisfaction, both in-person and remotely. I formulated and upheld meticulous documentation of IT processes and procedures to optimize workflow, actively contributed to the maintenance of the company's IT infrastructure, encompassing Windows servers, firewalls, and 3rd party applications, and delivered exceptional post-technical support to ensure customer satisfaction, both in-person and remotely.

Desktop Support Engineer

• Apr 2010 - Jul 2015

I delivered first-line support to 120+ users, reducing hardware and network issues by 20%. Improved MS365 collaboration, contributed to Microsoft Server 2016 deployment, documented processes, and proactively resolved major incidents to minimize disruptions. I delivered first-line support to 120+ users, reducing hardware and network issues by 20%. Improved MS365 collaboration, contributed to Microsoft Server 2016 deployment, documented processes, and proactively resolved major incidents to minimize disruptions.