• Provided real-time technical support to faculty and students using Canvas, Zoom, and Respondus Lockdown Browser, utilizing Jira for ticket tracking and TeamViewer for remote assistance, achieving a 98% satisfaction rate and ensuring seamless end-user experience. • Diagnosed and resolved hardware and software issues across Windows 10 and Windows Server 2016+ environments, leveraging Jira for ticket management and TeamViewer for remote troubleshooting, achieving a 95% first-contact resolution rate and reducing downtime by 25%. • Managed and configured VPN clients and firewall settings to ensure secure remote access for users, enhancing data security and minimizing unauthorized access risks. • Installed and configured disk encryption and antivirus software to comply with IT security best practices, strengthening endpoint security and reducing vulnerabilities. • Administered and maintained Active Directory user accounts, ensuring proper authentication, access control, and compliance with security protocols. • Conducted system installations and configurations using Microsoft Deployment Toolkit (MDT) and Jamf Pro, streamlining deployment processes and reducing installation time by 30%. • Monitored and optimized network performance using PRTG Network Monitor and Wireshark, diagnosing connectivity issues and maintaining 99.9% network uptime. • Managed file, print, and license servers within a Windows Server 2016+ environment, ensuring efficient resource allocation and seamless user access. • Developed and maintained IT documentation in Confluence and SharePoint, standardizing troubleshooting procedures and reducing ticket resolution time by 35%. • Diagnosed and repaired PC hardware, printers, and peripherals, ensuring smooth operations and minimizing disruptions for end-users. • Installed and configured software applications, including Microsoft 365, SharePoint, and VPN clients, ensuring proper admin rights and user permissions for secure usage.