At Diligent, I troubleshoot Layer 1/2 connectivity, access, endpoint, hardware, and software incidents across an enterprise environment. I document impact and troubleshooting, then coordinate with infrastructure and security teams on escalation and service restoration.
For Diligent's corporate office IT move, I led the technical setup for a 200-seat office. I installed and connected switches, completed network wiring, activated ports, and validated workstation connectivity.
I also staged and deployed endpoints and user access for the new office, resolved onsite cabling and connectivity issues, and documented the setup for ongoing operations. I tracked incidents in ServiceNow and provided post-cutover support.
Previously, at TEKsystems, I triaged 100+ daily tickets and managed Active Directory access workflows. I helped implement an escalation workflow that reduced average resolution time by 30%, and built a knowledge base of 50+ articles.
