David Coleman

- Provided Tier 2 technical support for enterprise systems, resolving hardware, software and network related issues in a high demand environment

-Troubleshot and supported Active Directory, Microsoft Exchange, Cisco VPN and enterprise mobility systems.

-Diagnosed system and connectivity issues, including authentication failures, network access problems and application errors.

-Performed user account provisioning, permission management and system access control within Active Directory

-Supported internal government applications, identifying root causes and escalating complex system failures when necessary

-Documented incidents, resolutions and system issues using ServiceNow, ensuring accurate tracking and knowledge sharing

-Assisted in system testing, validation and deployment support for internal tools and updates.

- Installed and configured operating systems and enterprise software on new and refurbished systems

- Supported hardware deployments and system setups for end users

- Managed and maintained Active Directory and Exchange accounts

- Diagnosed and resolved hardware and OS-level issues to ensure system performance

- Configured, packaged and shipped IT hardware via FedEx, supporting end user deployments and system rollouts

- Handled ~60 daily support requests with a 95% first call resolution rate

- Resolved escalated Tier 1 issued involving hardware, software and system performance

- Provided real time troubleshooting and technical guidance to users

- Documented incidents and resolutions in NetSuite ticketing systems

- Resolved complex technical issues, ensuring minimal disruption to client operations.