Information Technology Help Desk Analyst

• Nov 2020 - Present

Help Desk Technician

• Oct 2019 - Nov 2020

• Provide end user and MSP support for over 100 client companies using various helpdesk systems and a call center • Support client computer systems remotely and on-site including servers, workstations, cabling, and other network devices • Worked with DOD contractor clients to provide CAC and Encryption support, as well as manage and maintain higher security email and file transfer systems as client needs require • Provide end user and MSP support for over 100 client companies using various helpdesk systems and a call center • Support client computer systems remotely and on-site including servers, workstations, cabling, and other network devices • Worked with DOD contractor clients to provide CAC and Encryption support, as well as manage and maintain higher security email and file transfer systems as client needs require

Information Technology Specialist

• May 2018 - Sep 2019

• Maintain audio/video technical support in 12 conference rooms including internet connectivity, VOIP, VTC, and on-call troubleshooting • Resolve end user IT issues via helpdesk ticketing system for over 125 Windows 10 work stations • Provide hardware and software upgrades and replace outdated end user infrastructure • Keep work stations up to date with latest software in compliance with ISO requirements • Maintain audio/video technical support in 12 conference rooms including internet connectivity, VOIP, VTC, and on-call troubleshooting • Resolve end user IT issues via helpdesk ticketing system for over 125 Windows 10 work stations • Provide hardware and software upgrades and replace outdated end user infrastructure • Keep work stations up to date with latest software in compliance with ISO requirements