IT Support Technician

• Jun 2023 - Present

Network Operations Center Technician

• Oct 2022 - May 2023

Primary point of contact for remote troubleshooting of nationwide alerts regarding - Switches, Routers, Circuits, Interfaces, Servers, CallManager Creating detailed documentation of steps and procedures followed for troubleshooting Monitoring application and device health through LogicMonitor Ticketing, creating SLAs and client feedback over phone, email, and ServiceNow Triaged escalation of issues to Engineers, carriers, ISPs, and Service Delivery Managers Primary point of contact for remote troubleshooting of nationwide alerts regarding - Switches, Routers, Circuits, Interfaces, Servers, CallManager Creating detailed documentation of steps and procedures followed for troubleshooting Monitoring application and device health through LogicMonitor Ticketing, creating SLAs and client feedback over phone, email, and ServiceNow Triaged escalation of issues to Engineers, carriers, ISPs, and Service Delivery Managers

IT Help Desk Technician Intern

• Mar 2022 - Jun 2022

Provided front line support, created, and fulfilled SLAs in a timely manner with users across the globe remotely and in person. Supported installation, setup, and troubleshooting issues with all hardware and all user-level software including VPN, RDP, Office Suite, Zoom. Coordinated on/off-boarding, asset management, device deployment, and decommission using SCCM and Active Directory. Contributed to knowledge base documentation. Provided front line support, created, and fulfilled SLAs in a timely manner with users across the globe remotely and in person. Supported installation, setup, and troubleshooting issues with all hardware and all user-level software including VPN, RDP, Office Suite, Zoom. Coordinated on/off-boarding, asset management, device deployment, and decommission using SCCM and Active Directory. Contributed to knowledge base documentation.