Managed user account creation and modification in Active Directory, ensuring seamless access for medical practice staff. Provided troubleshooting support for specialized medical software, enhancing operational efficiency across multiple practices. Monitored and maintained backup solutions within a Citrix - based environment, ensuring data security and availability for users.

Managed network hardware / software (routers, switches, firewalls, WAPs), telephony, and video systems. Monitored performance, resolved bottlenecks, and troubleshot LAN / WAN, VPNs, DNS, and DHCP. Implemented security policies and provided escalated support. Created documentation, conducted evaluations, and assisted with disaster recovery. Stayed current on emerging tech and participated in IT projects. Installed video surveillance and ensured compliance.

Manage comprehensive IT operations, ensuring seamless functionality and security of municipal systems. Collaborate with external vendors to execute large - scale projects, enhancing technological infrastructure. Develop and implement policies and procedures to safeguard sensitive municipal data.

Provided advanced technical support, troubleshooting application issues and recommending appropriate solutions to meet customer needs. Ensured escalated issues were addressed promptly, consistently meeting established service levels and facilitating communication during service interruptions. Developed and organized documentation and support resources, contributing to training and proactive support initiatives. Assisted in testing and evaluating application changes, coordinating small projects and service improvement activities to enhance collaboration and information sharing.

Managed the daily monitoring of system platforms and servers, addressing incidents and fulfilling service requests to ensure seamless operations and support across the organization. Engaged in provisioning, testing, and troubleshooting of server operating systems, contributing to the maintenance and operational efficiency of core servers and services. Collaborated with customers and application administrators to uphold service uptimes as stipulated in service and operational level agreements.

Provided advanced technical and operational support for applications, troubleshooting issues and recommending solutions tailored to customer needs. Utilized PowerShell for the creation and modification of SharePoint sites and Exchange and Teams groups, while managing permissions and user rights through Azure Active Directory. Ensured timely resolution of escalated issues, maintaining service levels and facilitating communication during service interruptions or outages. Assisted in the development of support documentation and resources, conducted end - user training, and coordinated service improvement activities.

Provided mid - level technical support, resolving complex issues beyond the scope of first - tier assistance, and ensuring data integrity through effective software and hardware solutions. Installed, configured, and maintained operating systems and servers, including web servers and VMware, to support business processing requirements and ensure compliance with established standards. Conducted hardware and software audits, advised on equipment and software purchases, and recommended new technologies to enhance the computing environment. Set up and supported classroom technology, including multimedia projectors and SMART Boards, while guiding users on collaboration tools such as Microsoft Teams and Office 365.

Managed and maintained office computers and on - site servers across multiple campuses, ensuring optimal performance and security of Windows and MacOS systems. Configured and deployed Cisco wireless access points, and monitored network security using Cisco ASA and Barracuda web gateway to prevent breaches. Oversaw IT infrastructure projects involving external vendors, ensuring seamless integration and functionality of new technologies. Led IT team in managing user accounts through Active Directory and Microsoft Hosted Exchange, while maintaining backup images with Acronis imaging software.