Kirby Losee

Frontline Technologies

Hudson

12.2021 - Current

Provided Tier 1 and Tier 2 technical support to end users daily across Windows, MacOS, and IOS, responding to all incoming tickets within 15 minutes
Streamlined documentation processes to create a comprehensive, traceable log of technical issues and resolutions
Developed comprehensive FAQ documentation to address common issues, reducing average number of tickets by 25%
Oversaw the IT operations of 40+ small to mid-sized business environments, ensuring system stability, performance, and continuity.
Monitored and validated backup processes to safeguard critical business data and minimize the risk of data loss.
Configured and maintained firewall and network security systems, including VPN and traffic control policies, to ensure secure business operations.
Administered Windows Server environments, Active Directory, and database systems, supporting user access, resource permissions, and system integrity.

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