Andre De Jager

•Delivers comprehensive end-user support, managing and resolving technical issues efficiently via Freshservice, consistently exceeding satisfaction metrics.
•Provides critical support for hardware, software, and network issues across diverse departments, including remote field offices.
•Manages and troubleshoots VPN connections for remote users, including Game Wardens, ensuring secure and reliable access to agency resources.
•Leads imaging and deployment of Panasonic ToughBooks for field personnel, optimizing performance and security through meticulous BIOS configuration.
•Administers Active Directory, including user account management, password resets, and group assignments for email and security.
•Implements and configures YubiKeys to establish enhanced multi-factor authentication (MFA) and additional security layers for critical divisions.
•Utilizes NinjaOne (RMM) for advanced remote support, monitoring, and comprehensive administration, including deploying organizational policies and managing end-user configurations.
•Provides expert end-user support and administration within the Google Admin console, streamlining user experience.
•Administers Adobe licenses and user access, ensuring compliance and proper provisioning for end-users.
•Develops and maintains comprehensive knowledge base articles within Freshservice, significantly improving user self-service and team efficiency.
•Collaborates with system administrators on data center operations, including setting up Fortinet switches and troubleshooting network connectivity.
•Deploys and configure Meraki routers across various remote locations, ensuring robust and secure network infrastructure.
•Engages actively with CrowdStrike endpoint security, having completed administrative training for enhanced threat management.
•Conducts routine monthly data center maintenance, including meticulous cleaning, organization, and physical hardware inspections.
•Fosters efficient communication and collaboration with internal teams and end-users through Google Chat and Gmail.

•Managed and executed a project to re-cable and re-terminate all Ethernet and fiber optic lines within network closets and server rooms.
•Set up new Badge printer in security control room for control access
•Collaborated with HR to streamline the onboarding process for new employees, including the secure assignment of access keys for various programs.
•Managed and resolved a wide range of technical issues, providing expert desktop support to personnel within the Department of Defense (DoD).
•Directed the full lifecycle of IT assets, from initial acquisition to deployment, ensuring accurate inventory and tracking for over 500 pieces of hardware.
•Orchestrated the large-scale imaging and deployment of desktops and laptops to support major organizational rollouts and system refreshes.
•Documented all support interactions and resolutions in strict adherence to client-specific protocols.

• Delivered essential desktop support to various county government offices, including court and sheriff's departments.
• Addressed critical technical challenges promptly, ensuring operational continuity for vital government functions.
• Assisted with hardware setup and fundamental software troubleshooting for government employees.

• Provided comprehensive desktop support, including preparation and logistics for shipping hardware (laptops, peripherals) via UPS and FedEx.
• Conducted effective remote troubleshooting sessions to diagnose and resolve diverse technical problems for clients.
• Maintained high levels of customer satisfaction through clear communication and efficient problem resolution.

• Gained valuable experience managing HR access systems, facilitating user permissions and data integrity.
• Provided crucial networking support, troubleshooting connectivity and basic infrastructure issues.
• Delivered comprehensive desktop support to medical staff and patients within a sensitive healthcare environment.
• Assisted with the deployment and maintenance of computer systems and peripherals, ensuring compliance with security protocols.