Delivered first-line helpdesk support for 50+ faculty and student desktops, diagnosing and resolving hardware, software, and network incidents with a high first-contact resolution rate.
Installed, configured, and upgraded Windows 10/11 and Linux (Ubuntu) OS, device drivers, and essential applications, standardizing deployment procedures to reduce setup time.
Administered user accounts and access permissions via Active Directory, handling onboarding and offboarding for 20+ users per semester.
Performed scheduled maintenance including OS updates, antivirus scans, DNS/DHCP checks, and data backups, proactively reducing system downtime.
Managed procurement and inventory of 50+ IT assets, maintaining accurate lifecycle records and reducing equipment loss through structured tracking.
Supported remote desktop and VPN connectivity troubleshooting for off-site users, improving access reliability during hybrid operations.