It Support Desktop

Leonidas Karras

District Heights, MD *****• 240-***-****

********@*****.***

DRIVEN IT SUPPORT TECHNICIAN

Active Secret Clearance

Over 25 years of windows experience including 2yrs of MAC experience. Several years with Help Desk support 1,2,3, System Analyst, Jr. Sys Admin, Desktop Support with unique patience and ability to follow through.

Summary

Highly skilled IT Support Technician with an active Secret Clearance. Offering extensive experience in systems analysis, network administration, IT Support Level 1,2,3, System Administrator, Hardware lead, and desktop support. Proven track record across prestigious organizations, excelling in delivering exceptional technical support. Streamlining IT operations and enhancing user productivity. Some of my expertise spans to laptop and desktop inventory management, computer systems installation, remote workstation support, and hardware troubleshooting. Ensuring minimal downtime and optimal system performance. Adept at managing ticketing systems like ServiceNow and Remedy. Maintaining accurate records and adhering to SLA requirements. Recognized for customer-centric approach, effective communication, and leading teams in high-pressure environments. Making a valuable asset to any IT department.

EDUCATION

Computer Science University of MD University College 2002

BS

CERTIFICATIONS, AFFILIATIONS

Certifications: Dell Certification Test preparation • A+ Class Completion Certificate • Learning Tree PC Service and Support Certified Professional

Affiliations: Demonstrated Library of Congress COO how to use Blackberry Storm, Direct IT Support to Acting Assistant Attorney General DOJ

Skills

Windows OS Troubleshooting

Hardware Diagnostics (Dell)

Software Installation & Configuration

SCCM (Software Deployment)

Printer Troubleshooting & Mapping

Laptop Imaging & Deployment

Peripheral Setup (Monitors, Printers, etc.)

RSA Token Management

ServiceNow Ticketing System

Network Troubleshooting

IT Asset Management

WORK EXPERIENCE

USAID (Alta IT Services) Washington, D.C Sep 2023 - present

BHA/RRB Desktop Support/System Administrator

Delivered exceptional deskside IT support to USAID users, resolving technical issues efficiently and enhancing overall user experience.

Troubleshot and resolved Windows OS hardware and software issues, ensuring minimal downtime across multiple departments.

Provided onsite support at users' desks, guiding them through configuration and setup of newly imaged laptops and peripherals.

Replaced faulty systems with fully imaged laptops, significantly reducing downtime and improving productivity.

Produced and deployed fully imaged laptops and desktops ready for immediate use, streamlining onboarding and replacement processes.

Ran comprehensive Dell diagnostics on malfunctioning machines and coordinated with Dell for hardware repairs, minimizing operational disruptions.

Installed and configured specialized software not available through SCCM, ensuring users had access to required tools.

Managed software deployments to user machines to ensure stable and consistent application performance.

Utilized ServiceNow ticketing system to document, manage, and resolve incidents and service requests, adhering to SLA requirements.

Managed RSA token lifecycle including assignment, and reset, ensuring secure and seamless user access.

Updated BHA spreadsheet, email, and ticketing systems regularly for accurate tracking and reporting of support activity.

Set up laptops with external monitors and other peripherals to enhance workstation productivity.

Diagnosed and resolved printer-related issues including hardware malfunctions and paper jams, mapped network printers for efficient access.

Installed and replaced printer toner cartridges to ensure uninterrupted printing services and minimize user disruption.

Coast guard Feb 2020 - Sep 2023

IT RM Team Lead

Supplied audio-visual equipment to civilians, Coast Guard militants & contractors for

readiness.

Managed user security accounts, desktop configurations, network, and printer connectivity

issues.

Collaborated with the IT government and contractors to fulfill customer requests

satisfactorily.

Installed, configured, and troubleshot computer hardware/software for improved reliability.

Used wasp software to search laptop details like location history, enhancing traceability.

Managed replacement procedures for all Government laptops, ensuring seamless operation.

Provided necessary accessories to analysts and IT government staff for customer setup.

Directed team to repurpose usable parts from surplus Dell laptops for optimized usage.

Implemented backup/recovery strategies and disaster recovery tasks for data integrity.

Supported specification, installation, and testing of computer systems by guidelines.

Guided efficient pick-up process of shipped IT equipment by training RM Team members.

Ensured users were fully operational post OS upgraded by conducting thorough checks.

Maintained detailed records of all systems entering RM to enhance accountability.

Conducted training sessions teaching technicians to replace/install new hardware.

Facilitated dialogue between management and IT on special governmental requests.

Led training on transferring systems from HQ to US sites per government request.

Utilized Skype, Teams, Outlook, and calls for effective customer communication.

Managed front desk operations, aiding with government and contractor requests.

Trained the RM team by providing instructions & answering queries effectively.

Provided technical support, promoting efficient troubleshooting at all levels.

Completed DPAS course successfully, greatly improving operational efficiency.

Directed team in troubleshooting IT hardware issues for received items in RM.

Delivered support/training for new apps & systems, improving user experience.

Created Dell and HP hardware replacement tickets for systems under warranty.

Troubleshot IT issues on Dell and HP laptops, improving system performance.

Instructed RM team on correct equipment positioning prior to item shipment.

Verified hardware requests with management to ensure alignment with needs.

Diagnosed/repaired hardware/software issues providing advice to end-users.

Organized accessory inventories in RM while maintaining accurate records.

Assigned CGfixit tickets among group members promoting task distribution.

Collaborated with government officials to successfully launch DPAS.

Processed excess laptops in Wasp, optimizing resource utilization.

Prepared systems in KVM cage for immediate dispatch upon request.

Compiled records and tagged inventory systems in storage rooms.

Coordinated to issue out loaner equipment efficiently.

Adecco AstraZeneca; Gaithersburg, MD Dec 2019 - Jan 2020

Data Entry Analyst

Diligently updated room statuses hourly on a tablet for real-time accuracy.

Navigated the main building floor, efficiently monitoring room status.

Pinnacle Technology UPS; Laurel, MD Oct 2019 - Dec 2019

Level 1, 2 IT Support

Transported materials safely and on time according to the organization's requirements.

Maintained EDS machines' optimal functionality via regular inspections and upkeep.

Ensured consistent operation of Slaw systems to maintain workflow continuity.

Conducted thorough tests on control boxes to ensure sort terminal efficiency.

Guaranteed prompt TSG deliveries to our office enhance service reliability.

Replaced computer accessories, ensuring seamless technological operations.

Executed troubleshooting and replacement of printers, minimizing downtime.

Streamlined UPS application process for employees, enhancing efficiency.

Troubleshot wireless access points to ensure uninterrupted connectivity.

Provided comprehensive technical support to multiple UPS HUB Locations.

Set up new terminals efficiently, facilitating smoother operations.

Installed beacons into UPS trucks.

ETalentNetwork 22nd Century USPTO July 2019 - Oct 2019

QC Technician

Spearheaded migration project, transitioning 10,000+ users from Windows 7 to Windows 10.

Significantly aided in managing remote user workstations and solving connectivity problems.

Delivered, assigned, and taught use of secure encrypted USB drives with touch pin keys.

Provided IT support to QC Dispatch techs for complete migration checklist completion.

Ensured completion of QC Checklists and addressed all user queries effectively.

Facilitated updates of Outlook .pst files onto OneDrive cloud storage system.

Secured successful migration of Outlook .pst files to the cloud environment.

Guaranteed successful transfer of new data and applications with Comvault.

Utilized advanced Cisco UC Integration for efficient call management.

Assured seamless, uninterrupted VPN operation for home-based users.

Guided employees through new hardware setup procedures.

LK IT Consulting; Alexandria, VA March 2019 - July 2019

IT Technician

Coordinated with Dell for parts, procured and fitted essential PC components for clients.

Provided expert advice on various IT devices, enhancing user experience.

Executed Dell Diagnostics on PC computers to ensure optimal performance.

Assisted in optimizing in-home internet connectivity and device usage.

Spearheaded customer support for Apple-related inquiries and setups.

Deployed new PC and accessory installations effectively nationwide.

Modernized PCs through strategic, cost-effective hardware upgrades.

Structured comprehensive home security camera systems efficiently.

Mindlance AstraZeneca; Gaithersburg, MD Feb 2019 - March 2019

System Administrator Business Analyst

Masterfully utilized Five9 Softphone Service 10.0 to boost customer service experience.

Used Five9 Statistics Portal 10.0.1 for immediate queue management and data analysis.

Conducted unit testing on Five9's front and back-end, enhancing product reliability.

Operated proficiently on Windows 10 environment utilizing Office 365 suite.

Participated in strategy meetings on data layout for the Five9 call program.

Provided comprehensive level 1, 2, and 3 desktop support to users.

Participated actively in weekly meetings discussing strategic integration of new software into

existing baselines at AstraZeneca call center.

Ensured call center's real-time queues were visible throughout the building using TVs.

Kept updated with AstraZeneca's latest news via regular checks on their Facebook page.

Troubleshot intricate IT problems at AstraZeneca call center, enhancing productivity.

Maintained Polycom devices for optimal performance, improving communication quality.

Communicated development problems promptly to developers aiding swift resolution.

Fostered team dialogue with contractors and clients using Skype for Business tool.

Maintained consistent operational efficiency in all real-time call center queues.

Troubleshot Audio/Visual conference room equipment ensuring seamless meetings.

Gathered technical requirements, mapping business process workflows efficiently.

Managed user access by removing users and generating reports in Calabrio system.

Leveraged JIRA as a reliable ticketing system for issue tracking and resolution.

Worked remotely via VPN on an AstraZeneca laptop for uninterrupted connectivity.

Resolved CSI (SSO) Audio/screen recording issues ensuring smooth operations.

Crafted test scripts and efficiently managed User Acceptance Testing sessions.

Accessed vital AstraZeneca information using SharePoint platform effectively.

Used Calabrio Cloud to access basic client/contractor information swiftly.

Handled laptop ThinkPad’s with proficiency troubleshooting any arising issues.

Assessed AstraZeneca software rigorously using production credential accounts.

Ensured AstraZeneca equipment work was documented and stored for future use.

Assisted users efficiently with Android device-related queries or concerns.

Worked proficiently with advanced software API and web services interface.

Executed internal testing, communicating defects promptly to developers.

Employed advanced Saba Cloud platform for effective training delivery.

Terminated user access as needed, upholding system security protocols.

Installed required apps via Software Center as per specific requests.

Utilized a modern desk Plantronics phone for effective call handling.

Collaborated effectively with IT vendors for building software needs.

Streamlined and validated all call center programs prior to release.

Utilized OneDrive & Box platforms as secure cloud storage solutions.

Monitored TVs daily for optimal lead queues display performance.

Activated inactive client ports, resolving connectivity issues.

LK IT Consulting; Alexandria, VA Nov 2018 - Feb 2019

IT Technician

Coordinated with Dell, procured and installed essential PC components for clients.

Deployed general home security cameras, enhancing residential safety measures.

Conducted Dell Diagnostics on PC computers, ensuring optimal functionality.

Offered professional advice on IT devices to enhance user experience.

Provided expert assistance for Apple-related inquiries and setups.

Upgraded PC hardware, boosting system performance and reliability.

Executed efficient, swift setup of PCs and related accessories.

Alta IT Services GDIT NIH; Rockville, MD Aug 2018 - Nov 2018

Level 2 IT Support

Enhanced workspace functionality significantly by installing multiple monitors, PIV card

readers, various adapters, along with new ergonomic keyboards.

Troubleshot, configured, and installed a variety of devices including Macs, PCs, and

iPhones across Rockville MD buildings & Bethesda Campus NIH.

Ensured safe disposal of sensitive data by thoroughly wiping/replacing hard drives and

diligently installed efficient hardware when needed.

Facilitated data backup at various sites during new computer setups using shuttle services.

Used PowerShell script for seamless old machine data backup and transfer to new

computers.

Expertly utilized SCCM and Dban for imaging Macs and PCs, guaranteeing peak

performance.

Accommodated user requests by installing apps, local printers, and Bluetooth headsets.

Custom-imaged PCs and Apple products like iMacs and MacBook Pro/Air for users

experience.

Assigned iPhones to employees, enhancing internal communication in the organization.

Orchestrated installation of new PCs/Macs in various offices, enhancing efficiency.

Provided computer setup/support for doctors and scientists, boosting productivity.

Managed surplus Apple/PC inventory effectively, tracking all assets in real-time.

Utilized Remedyforce to efficiently manage and resolve IT tickets.

Maryland General Assembly; Annapolis, MD Nov 2017 - June 2018

Engineer IT Support Specialist

Mastered Windows 10 troubleshooting on all Dell devices, improving system efficiency.

Guided users in utilizing Microsoft Office 365 and other common desktop software.

Gained expertise in Office 365 administration, focusing on Exchange and Security.

Used AirWatch to deploy new Android/Galaxy tablets to 10,000 government users.

Rectified Microsoft Office/Office 365 glitches, enhancing user experience.

Provided top-tier technical support during State sessions for VIPs like House of Delegates,

Senators, Speaker, and Maryland Senate President, guaranteeing smooth communication.

Troubleshot and promptly resolved any issues with staff's on-site and off-site IT equipment.

Commenced effective troubleshooting of session letters, voters, emails, and database

setups.

Utilized Web HD ticketing for efficient management of hardware assets and service

requests.

Arranged IT equipment delivery to onsite/offsite offices of VIP Senators and Delegates.

Promptly resolved remote access issues, ensuring uninterrupted workflow for employees.

Prioritized tickets ensure swift resolution through deskside support or phone/email.

Imaged/upgraded all Dell laptops/desktops, maintaining an updated inventory record.

Resolved computer hardware/software/network issues, enhancing client satisfaction.

Leveraged SSO for login across applications like Gmail, boosting user convenience.

Managed regular maintenance of computer equipment and conference room AV systems.

Trained users on software, printer troubleshooting; regularly updated inventory.

Installed additional third-party software as per specific business requirements.

Addressed VTC conference room troubles quickly facilitating seamless meetings.

Assisted new government users with iPhone issues improving device usability.

Tested and swapped Dell parts and other IT equipment for optimal performance.

Managed all IT needs for Senators and Delegates, ensuring smooth operations.

Created comprehensive user profiles in line with stringent company policies.

Fixed monitor/TV display problems promptly, significantly reducing downtime.

Orchestrated complete IT setup for office relocations, minimizing downtime.

Upgraded Dell/HP systems and printers, ensuring accurate inventory records.

Provided phone support and deskside help to resolve urgent tech problems.

Retrieved lost VIP information from backup swiftly minimizing data loss.

Completed CRM/SAP timesheets accurately meeting deadlines consistently.

Performed Chassis Swap as part of routine maintenance tasks.

Utilized BitLocker for hard drives ensuring data security.

Printers installed; maintained inventory records.

ManTech International/DOJ Washington, DC Feb 2013 - Oct 2017

Network System Engineering Specialist/Tech Support II

Maintained numerous devices/operating systems including Windows XP/7/Microsoft Office

2003/2010/iPhone/iPad/Android/Blackberry offering comprehensive user support.

Assisted, with great efficiency, the US Assistant Attorney General, 5 Deputy Assistant

Attorney Generals and DOJ staff with comprehensive IT support.

Used AirWatch to set up new android/galaxy tablet devices on mass deployment for over

10,000 government users efficiently managing device setup.

Troubleshot problems with thin clients, Galaxy S6/S7, tablets, VOIP phones, offering.

Ensured secure transfer of data from 2008 to 2012 Server, averting information loss.

Worked as a DOJ call center level 2 supporter, offering expert technical assistance.

Supported Windows 2008 R2 in VMWare environment, offering necessary technical help.

Troubleshot MS Office and Office 365 for seamless operations.

Utilized Remedy as a ticketing system creating profiles while maintaining hardware inventory

& updates along with incident tickets & service requests management.

Utilized advanced Big Fix software in the meticulous deletion process of customers' names

who no longer worked for the company, thus maintaining updated records.

Visited multiple end-user areas to research/resolve complex hardware/software/connectivity

issues demonstrating proactive problem-solving skills.

Granted permissions to government personnel/contractors/groups/users/accessories via

active directory ensuring secure access control.

Administered Active Directory user accounts/groups, implementing access rights for

protected data/systems/apps.

Configured workstations, supported virtual servers and LAN applications, enhancing system

reliability.

Troubleshot network issues promptly using Syslog messages for problem identification and

resolution.

Used AirWatch for efficient management of policy, certification, app pushes on Android

devices.

Supervised office relocations, VM resets, creations, and refreshes ensuring smooth

operations.

Configured printers using DNS, Print Management Console, and web for better printing.

efficiency.

Created user profiles, managed work orders, Active Directory entries, and account deletions.

Accessed VMs remotely via Configuration Manager Remote Control for quick

troubleshooting.

Maintained updated Third-Party Software Spreadsheet for accurate customer software

needs.

Ran Remedy scripts for new creations, departures, legal research, streamlining processes.

Maintained computer equipment and conference room AV for improved operational

efficiency.

Consulted with vendors for effective troubleshooting of DOJ Civil hardware/software issues.

Upgraded keyboards to PIV Card security versions throughout DOJ for improved security.

Provided swift desktop computing support to end-users through email/ticketing systems.

Assisted with Group Policy management streamlining IT policies across organization.

Implemented Lifesize, Cisco, and Polycom VTC equipment for optimal functionality.

Trained VIPs and DAAG on efficient use of thin clients to enhance productivity.

Provided remote assistance with Intel Computer stick enhancing user experience.

Troubleshot Deltek Vision software issues ensuring smooth business operations.

Trained users on new applications & systems to enhance technical proficiency.

Installed scanner software via admin server improving scanning capabilities.

Managed sensitive VIP's IT office moves and setup for seamless transitions.

Managed VTC setups and troubleshooting for uninterrupted communication.

Retrieved VIP information from backups when lost ensuring data safety.

Deleted DHCP/DNS/SCCM entries efficiently managing network resources.

Installed new applications via vSphere improving system performance.

Exceeded VIP expectations by delivering exceptional service quality.

Insight Global/Citizenship and Immigration Services Nov 2012 - Feb 2013

Hardware Technician

Installed a variety of equipment including software applications, fax machines, printers,

monitors and scanners to improve workplace efficiency.

Streamlined office operations efficiently by mapping printers, facilitating office moves, and

setting up new users with laptops and VPN setup.

Enhanced security by imaging, adding to domain encrypted laptops and desktops.

Troubleshot and configured Microsoft and other PC applications ensuring.

Successfully completed port activation, improving network connectivity.

Sparks/Choice Hotels July 2012 - Nov 2012

Desktop Support/Migration Analyst Contractor

Streamlined the migration of OS from XP to Windows 7 on new laptops and desktops.

Directed transfer of Office 2010, printers, .PSTs, drives, and all data profiles.

Introduced Lync for efficient communication and remote laptop access, including chat, call,

and video talk.

Facilitated smooth data migration from old to new PCs via Windows Easy Transfer.

Customized PC functionality by installing standard/non-standard software.

Engineered secure Phone FactorVPN installation for enhanced security.

Granted admin privileges to all users improving workflow efficiency.

Initiated secure VPN Cisco access for secure email communication.

Updated the printer drivers, ensuring optimal performance always.

SHI/Verizon April 2012 - June 2012

Migration Analyst Contractor

Empowered clients by teaching Windows customization and Office 201 usage.

Facilitated remote access by installing RSA on users' desktops, laptops, or Blackberry's.

Safeguarded crucial documents using My favorites, Desktop, Outlook .pst, and archives.

Dispatched comprehensive emails to boost transparency and workflow effectiveness.

Executed GetMac, Checksw, Clearsge commands on hostname for system optimization.

Leveraged advanced ISYS system capabilities to efficiently schedule jobs.

Streamlined team communication and PC updates using Sametime.

ITF/Genesis Oct 2011 - Feb 2012

Regional Field Analyst Contractor

Troubleshot a range of software and hardware including Office 2010, Windows 7, Desktop

PC parts, Cisco routers/switches; replaced faulty hardware, as necessary.

Managed successful migration from Windows XP to Windows 7 using Windows Easy

Transfer along with Office 2003 upgrade to office 2007 & 2010.

Enhanced client's PC performance through upgrades, profile .pst file preservation, desktop

encryption, domain addition, and printer maintenance kit replacement.

Investigated and introduced better controls in tech areas for increased operational

efficiency.

Conducted in-depth research, swiftly addressed inquiries from internal and external

contacts.

Ensured documentation strictly adhered to Enterprise standards for accuracy and

consistency.

Evaluated risks, documented procedures, tested controls, and supported remediation

efforts.

Streamlined customer service via assistance in implementing Sales Logix ticketing system.

Provided extensive IT support across various Genesis healthcare facilities.

ManTech International April 2010 - Aug 2011

Trantech DOJ Systems Analyst

Orchestrated server password management for user accounts via ReflectionX 14.0.3 in

Unix.

Used Lotus Notes v8.2.0 to enhance server progress communication with associates/users.

Managed incoming tickets and initiated new ones using Remedy 6 & Remedy 7.1.0.

Fostered team communication by utilizing Sometime 6.5.1 for coworker chats.

Troubleshot windows 7 issues while updating several onsite BCC users.

Engineered remote laptop access recovery via McAfee token wireless and endpoint

encryption.

Assisted clients with account, group, and exit strategies using Unix/Linux commands.

Used Active Directory tools for quick unlocking of user accounts, password changes.

Prepared detailed shift reports documenting all calls for record-keeping purposes.

Resolved issues for offsite users with Windows Vista, RSA pins, McAfee passwords.

Consistently delivered outstanding customer service ensuring client satisfaction.

Provided escort reports to aid clients with troubleshooting servers efficiently.

Integrated every new authorized person into the system via Active Directory.

Operated effectively and efficiently within a Linux datacenter environment.

Assisted field reps with Windows Vista laptop access and software issues.

Reported lost government items diligently using footprints software.

Managed Active Directory user accounts proficiently and efficiently.

Monitored server status effectively using HP OpenView software.

Employed LDAP protocol for efficient server information lookup.

Used TOM for swift creation of bridges and incident reporting.

SAIC/Library of Congress Nov 2008 - April 2010

Qa Tester Help Desk Support

12.Coordinated AV pickup/delivery schedule on PC Calendar along with physical setup.

Utilized Remedy for ticket creation, user assistance, and swift tier 2 resolution.

11.Secured approval signatures for software deployment at the Library of Congress.

18.Demonstrated effective use of Blackberry Storm to Library of Congress COO.

Pioneered advancements in application deployment, comprehensive software guide

composition, detailed installation process documentation and Dossier data formation.

Streamlined WCM Dossier Processor, NOC Support, and Config Support Analyst Contractor

role.

Successfully deployed several MACS setups across different corporate departments

yesterday.

Provided dependable AV conference room assistance with Siebel Analytics

Implementations.

Generated multiple Stubs and Dossiers for accurate filing and application correlation.

Built PCs from scratch, installed software, and integrated into network flawlessly.

Maintained current software testing levels in an updated production spreadsheet.

Provided Help Desk support with QA Testing and software installation services.

Employed advanced audio-visual technology in virtual training/conferences.

Collated all AFS documents facilitating continuous testing processes.

Instituted schedules with testers for efficient application testing.

Guided junior testers to ensure a smooth, efficient testing process.

Contributed significantly to a large Windows datacenter environment.

Mentored COO and Assistant on Blackberry Storm usage proficiently.

Managed the Library of Congress dossier applications efficiently.

Utilized VMware to generate screenshots effectively.

Nortel Telecommunications Aug 2008 - Sep 2008

Junior Network Administrator

Staged and setup servers.

OSA Sep 2007 - Aug 2008

Computer Support Specialist Tier 1,2

Delivered a strong support system: 90% onsite help, 10% phone assistance.

Hardware: CAC Card reader, iPad Air, Web camera, RSA Token, Apricorn Aegis Secure

Key 3NX-USB flash drive, Mybook, Dell laptops/desktops, Vaya office phone.

Software: Service Now, DPAS, ACT, Commence, Office 365, E2 travel, Pacer, Westlaw,

LexisNexis, SCCM2012, Secure Gateway, Tele.

Formed SharePoint 2007 calendars for enhanced team time management.

1, 2, 3 and Computer Support Lead Analyst Contractor position.

Streamlined PC management by deploying/imaging PCs, network adjustments, profile

creation, IP address release, system formatting, and troubleshooting printers, projectors,

applications.

Enhanced software application performance by uploading new versions while

troubleshooting printer reports for OSA software and docking stations.

Provided desktop support to end-users while researching alternative solutions for hardware requirements that enhance user experience.

Assisted Network Operations in observing, documenting, and addressing issues for optimal performance network health.

Provided extensive support for iPhone apps, including exchange mail, calendar settings &

updates.

Installed, configured, and troubleshot SSO apps for departments to boost productivity.

Expedited IT arrangements in conference rooms for seamless OSA meeting communication.

Coordinated with vendors for service appointments to boost operational efficiency.

Resolved iPhone issues from Appstore purchases, enhancing customer satisfaction.

Conduct training sessions on new equipment to enhance staff competency.

Maintained an efficient inventory of technology materials using Track-IT tool.

Troubleshot MACs improving system functionality.

SOFTWARE/HARDWARE

Hardware

Apricorn, Aegis Secure Key 3NX-USB flash drive, Mybook, Different types of Dell laptops and desktops, Vaya office phone, S7 mobile phone, Samsung tablet, Dell thin clients, HP switches

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