Shonda Bijou

• Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
• Streamlined IT support processes for quicker response times and improved user satisfaction.
• Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
• Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
• Developed detailed documentation for internal procedures and processes to promote consistency among team members.
• Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
• Configured hardware, devices, and software to set up work stations for employees. KVM'S and SIPR thin Clients
• Configured Iphones as a PureBread agent
• Created and Managed and provisioned users accounts (NIPR, SIPR) and assigned permissions Provisioned SIPR accounts as a PKI/PKE RA Agent

• Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
• Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
• Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
• Boosted client retention by consistently delivering exceptional Tier 2 technical support services.
• Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
• Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
• Configured hardware, devices, and software to set up work stations for employees. backed up software and Transferred Data Deployed software to end Users

• Enhanced customer satisfaction by providing timely and accurate technical support for their issues.
• Reduced downtime by efficiently diagnosing and resolving software and hardware problems.
• Streamlined help desk processes with effective ticket management, resulting in faster response times.
• Collaborated with IT team members to develop comprehensive solutions for complex issues, improving overall system stability.
• Facilitated communication between IT department and non-technical staff, translating complex concepts into easily understandable terms.

· Lead on PC Refresh Team, Images updated and assisted with Transferring of Data from old PC to new Pc

· Configured Iphone’s iPad installing Intune and other county applications

· Conducted onsite and remote troubleshooting for software and hardware.