Provide Tier II/III technical support, diagnosing and resolving hardware, software, and network issues to minimize downtime and ensure reliable business operations. Administer and secure Microsoft 365 and Google Workspace environments, including email security, endpoint protection, and account lifecycle management for onboarding/offboarding. Configure and maintain virtual machines for specialized business use cases (e.g., SFTP servers, Linux-based remote software), ensuring availability and performance. Serve as an escalation point for complex issues, collaborating with cross-functional teams and mentoring junior staff in troubleshooting best practices. Manage IT assets by provisioning user equipment, maintaining inventory records, and supporting compliance with software licensing and usage policies. Deliver remote and onsite support through modern remote desktop tools, while documenting resolutions and contributing to internal knowledge base resources.

Installed, configured, and maintained PC hardware, software, peripherals, and VoIP systems to support business operations. Troubleshot and resolved network issues, including DNS, DHCP, and cabling, ensuring stable connectivity and minimal downtime. Delivered remote and onsite technical support through desktop management tools, providing timely resolution and clear communication to end users. Performed routine maintenance on servers and networking equipment to ensure system reliability, compliance, and performance. Assisted in IT asset deployment and documentation, contributing to lifecycle tracking and inventory management.

Managed ticketing and remote monitoring (RMM) systems to track, prioritize, and resolve IT incidents, ensuring SLA compliance and high customer satisfaction. Administered Windows servers, Active Directory, and Group Policies to maintain secure, reliable, and efficient enterprise operations. Provided Tier III support for complex desktop, network, and server issues, serving as an escalation point and mentoring junior support staff. Evaluated, tested, and deployed server patches, software updates, and security enhancements in coordination with vendors and service providers. Oversaw backup and disaster recovery systems, performing regular health checks and test restorations to ensure business continuity and compliance. Supported IT asset lifecycle management through procurement, configuration, and ongoing maintenance of server and infrastructure resources.