IT & Customer Support Specialist

Resolve complex Windows operating system, hardware, and software incidents escalated from Tier 1 support teams. Troubleshoot authentication issues involving Multi-Factor Authentication and Microsoft Conditional Access.

Enroll and provision corporate laptops and mobile devices using Windows Autopilot and Microsoft Intune. Deploy enterprise software, security updates, and application fixes, while managing user profiles and data migration during device refresh projects. Manage incident lifecycles in ServiceNow with accurate documentation, timely communication, and SLA compliance.

Delivered first- and second-line technical support for hospital staff across desktop, laptop, and mobile platforms. Diagnosed and resolved hardware, software, and Windows operating system issues, and installed, configured, and maintained business applications and end-user devices.

Provided remote support and user training, implemented a Hospital Management System, and designed and implemented the organization’s backup and recovery solution. Coordinated the deployment of a CCTV system for a new hospital branch.

Provided remote technical support through telephone and ticketing systems, managing support requests in ServiceNow and Jira from initial diagnosis through resolution.

Troubleshot Windows, hardware, and software issues using structured diagnostic procedures, documented troubleshooting activities, and maintained detailed ticket records. Supported enterprise software deployment to more than 2,000 corporate mobile devices and participated in software pilot testing.

Provided technical support for desktop computers, laptops, and business applications. Installed, configured, and maintained Windows operating systems and software, diagnosed hardware and software faults, restored affected systems, and managed software licensing and application updates.

Created the organization’s backup and recovery solution, developed an automated purchase order generation system using Microsoft Excel, and implemented a Retail Point of Sale solution for a new company branch.

Delivered on-demand PC repair, hardware diagnostics, and data recovery services for individual and small-business clients. Configured and maintained home and small-office networks, printers, and shared resources.

Diagnosed and resolved recurring hardware and operating system failures across Windows desktops and laptops. Independently managed scheduling, diagnostics, repair delivery, and client relationships while building a client base through referrals.

Provided first- and second-line technical support to enterprise users and managed incident tickets using IBM ITSM and Jira. Resolved hardware, software, and Windows issues while preparing, configuring, and deploying computers for new users.

Installed, maintained, and repaired desktop hardware and business applications, restored systems from backups, and maintained hardware inventory records. Contributed to enterprise software deployment initiatives and a state office technology rollout.