Performed admin duties for Office 365, on-prem AD/AzureAD user accounts, network permissions, security/distribution groups, and mobile device management.

Performed onboarding and offboarding of users, and ran quarterly user access reports for executive team & auditors.

Resolved 100+ tier 2, (in-person and remote) administrative, software, network, and server-related support tickets per month. Researched / implemented solutions.

Supervised tier 1 support staff. Conducted in-person and remote onboarding sessions for 250+ users resulting in a 20% reduction in helpdesk tickets per month.

Implemented the rollout of multi-factor authentication, and VPN software for 500+ users. Created training documentation resulting in an 80% improvement in security survey results.

Created and documented 100+ automation scripts to improve efficiency of daily operations by 80%.

Managed deployment, configuration, & support of 20+ desktop/server-based applications. Assisted with data center migration and OS upgrade for 20+ virtual servers.

Provided desktop/remote technical support involving software, hardware, printers, and VOIP phones.

Resolved 200+ tickets per month, resulting in a 97% satisfaction rate. Escalated tickets to tier 2 support if necessary.

Managed 300+ IT assets, produced reports. Developed 50+ knowledge base articles, and maintained incident resolution log improving helpdesk support efficiency by 50%.

Provided one on one instruction in Java, Python, JavaScript, Android, and C# programming, as well as HTML, CSS, MongoDB, SQL, OOP concepts and data structures and algorithms.

Led study sessions, provided personalized study material, and exam prep to fellow students in order to help them achieve their academic and professional goals.

Instructed IT students in configuring command line tools, installing, and configuring required software such as IDE’s, programming languages, and frameworks such as such as Laravel, Django, and ASP.Net.

Tutored students and ESL students in grammar, sentence structure, assignment planning, communication, presentation, conversation, pronunciation, and vocabulary.

Wrote reports to track work completed during tutoring sessions.

Promoted the Tutoring and Learning Center through in-class presentations.

Work with Account Group and OFS to identify billing discrepancies.

Communicate with media partners obtain credit for ad spots that did not follow contract guidelines and document acceptable changes.

Note changes in DPS system to reflect changes before next billing cycle.

Instruct students in the principles of playing brass instruments, music theory, and performance practices.

Provide progress reports, set goals, and track attendance using online web portal.

Individually tailor lesson plans for each student in order to ensure customer satisfaction.