Promoted to full time employee in February 2019. Acted as a first point of contact for escalations.Installed and configured software and hardwareSet up accounts and workstationsMonitored performance and maintain systems according to requirementsAdministered specific restricted groups and/or permissions.Assures focus on all projects and escalates as needed.Coordinated inventory audits, assures accuracy & purchasing as necessary.Responded to, diagnosed and resolved problems and tickets that are assigned via Helpdesk Ticketing System or directly from the user community. Includes routine and progressively more non-routine problem recognition, research, isolation and resolution.Maintained IT Procedures and Documentation.Managed mobile devicesAttended and participates in weekly team meetingsTrained IT staff on procedures and troubleshooting

• Acted as a first point of contact for escalations.• Administered specific restricted groups and/or permissions.• Assures focus on all projects and escalates as needed.• Coordinated inventory audits, assures accuracy & purchasing as necessary.• Responded to, diagnosed and resolved problems and tickets that are assigned via the Service Desk or directly from the user community. Includes routine and progressively more non-routine problem recognition, research, isolation and resolution.• Maintained IT Procedures and Documentation.• Managed mobile devices• Attends and participates in weekly team meetings• Trains IT staff on procedures and troubleshooting

• Managed Service Desk and fielded user walk up requests.• Developed fixes for existing processes and developed new documentation process for IT staff to improve workflows.• Provisioned and troubleshot Windows 10 Surface tablets.• Learned about Office 365 environments and associate apps.• Helped deploy Skype for Business across the entire organization.• Educated staff about technologies and how they can help improve their day to day work

• Managed all IT Services and support for small office of 20 people• Assisted with remote support for 5 additional offices of over 2,000 users in total via phone, email, remote control• Worked with colleagues across multiple regions and time zones• Assisted with Imaging of machines using Microsoft System Center Configuration manager, as well as deploying applications to end-users• Helped build documentation for various IT policies and procedures• Used ticketing system to manage end user support requests of 5-10 per day• Coordinated with networking, security and various other teams at remote offices to business continuity for entire office.• Worked closely with Chief strategy officer to resolve any and all issues she encountered.• Inventoried and managed all on-site IT assets

• Oversee incoming IT support requests and delegate responses for over 400 users.• Provide in-person as well as phone and email support to 8 regional offices.• Responsible for all iOS support by educating staff on new software features and advising about software updates.• Facilitate quarterly “Super-Users” meeting covering all relevant technical upgrades.• Oversaw entire agency Windows 7 migration and gave comprehensive training to over 300 employees in Windows 7 and related technologies.• Diagnosed and resolved a variety of hardware and software problems ranging from incorrectly configured software applications to defective hardware.• Initiated the documentation of policies and procedures for other IT staff to use and reference• Developed and assisted with implementation of IT asset management system.• Provided support for audio/visual events at main and satellite offices.

• Created new company employee accounts in active directory and installed standard issue company software• Managed user accounts in Active Directory.• Maintained current and up-to-date lists of all hardware in use at three different locations. • Oversaw shipping and receiving of computer equipment.• Provided customer service and documented problems and solutions in the Cerberus Help Desk ticketing system. (via email and telephone).