Work Experience/History

University at Buffalo

Lead Desktop Support

[Job Description Will Be Updated Soon]

Florida State College at Jacksonville

IT Support Assistant

• Provided technical support to end-users via phone, email, and in-person to troubleshoot and resolve hardware, software, and network issues.

  • Windows desktop and server troubleshooting

  • Switch and cabling troubleshooting

  • Dell AIO hardware troubleshooting (involved basic hardware replacement/swaps)

• Configured and installed software applications and operating systems via SCCM, ensuring compatibility and security

  • Setup and configured firewall rules that were applied, dependent on the AD group

  • DeepFreeze was deployed and enabled on all computers listed under a certain subdomain

• Conducted user training to assist end-users in navigating software and hardware systems, both new and old

• Collaborated with cross-functional teams to identify and resolve technical issues relating to VDI and networking, and implement solutions

• Managed and maintained IT equipment such as laptops, desktops, printers, and switches, ensuring they were properly configured and maintained

  • Used and monitored Labstats for resource usage across campus, both hardware and software

• Documented and tracked support requests using ServiceNow and Jira to ensure timely resolution