• Used ticketing systems to manage and process support actions and requests. • Resolved escalated issues by serving as subject matter expert on wide-ranging issues. • Created help desk tickets, troubleshot and resolved desktop issues. • Developed and tested new product offerings before release to assist the development team in identifying bugs. • Provide technical support to US-based clients via phone, email, or chat. • Troubleshoot and resolve network issues using user information and a network monitoring system (Solar Winds). • Assist users with Active Directory (AD) account issues(disabling/enabling/unlocking accounts, password-related issues). • Diagnose and resolve technical issues related to Electronic Medication/Treatment Administration (eMAR/eTAR) and healthcare portals. • Provide access to eMAR/eTAR based on user job roles. • Handle software issues for Windows, Mac, iOS, Android & Chrome, and mobiledevices (iPads, iPhones, Android phones). • Identify and resolve hardware issues (laptops, desktops, all-in-one PCs,Chromebooks, PDAs, monitors, printers, and peripheral devices). • Assist with Google G-suite issues (official email, calendar, apps). • Provide support for online meeting systems (Google Meet, Zoom, Cisco WebEx, and MS Teams). • Install, configure, and troubleshoot the network, local printers/scanners, and otherdevices. • Handle VPN-related issues (access requests, installation, configuration, connectivityissues). • Escalate unresolved issues to the appropriate internal teams. • Provide prompt and accurate feedback. • Log all issues properly and prioritize multiple open issues. • Follow up with clients to ensure full functionality after troubleshooting.

• Managed, tracked, and coordinated problem resolution and escalation processes. • Applied tier-isolation best practices to support multi-tier architectures. • Established robust infrastructure and data capacity for new applications. • Utilized distance learning technology to instruct students remotely. • Integrated fixed wireless connectivity into facilities requiring high-speed networks. • Provided network support services for devices such as hubs, bridges, routers, and other hardware. • Organized frameworks to transfer secure data from internal to external and public networks. • Executed troubleshooting and server support in both in-person and remote situations. • Provided secondary training to personnel struggling with technological tools and systems. • Maintain college LMS and CMS for online classes • Diagnosed malfunctions in LMS and CMS, directing support tickets to appropriate personnelfor remediation. • Resolved issues related to operational components for LAN, and voice systems. 

• Resolved escalated issues by serving as subject matter expert on wide-ranging issues. • Created help desk tickets, troubleshot and resolved desktop issues. • Developed and tested new product offerings prior to release to assist development team in bug identification. • Provide first-tier user support and serve as a primary contact for users whoexperience service interruptions or seek advice on information technology issues, products, and services. • Facilitates and maintains network security, Backups; and monitors LAN/WAN networks. • Identifies, evaluates, and may correct hardware, software, and operational problems; maintains service log • Maintains logs and resolves client requests. • Resolve hardware and software problems; provides technical assistance and trainingto others in using operating system software and components. • Evaluates operating efficiency and analyzes performance and tuning. • The Operating Systems supported are Red Hat Linux, Windows XP, Windows7 and Windows 10. • Wi-Fi configuration on laptops and mobiles