Trae Pleasant

• Troubleshoot hardware and software incidents across multiple device types
• Monitor and resolve 20-30 ServiceNow task/incidents
• Assisted in configuring ServiceNow Workflows, VTBs, and maintaining Catalog Items
• Worked in PDI's to improve update sets for Service Portal

• Deployed Microsoft Intune/Autopilot-based migrations to streamline device management
• Executed Windows 11 migrations for onsite and remote users to enhance user experience
• Configured laptops, desktops, and printers to ensure optimal functionality
• Helped monitor Security Center on ServiceNow with admin

• Resolved 100+ ServiceNow requests monthly with high efficiency
• Delivered Tier 1/2 support to end-users across multiple network sites, enhancing user satisfaction
• Troubleshot Epic, Active Directory, and multi-device technical issues, ensuring minimal downtime
• Managed device warranty replacements and maintained inventory documentation for accurate tracking

(Led data migration of 100 users to new workstations

• Executed device data wipes and OneDrive backups to ensure secure data handling during software installations
• Oversaw inventory management and configured self-service Outlook settings for user accessibility

• Provided remote Help Desk support, answering 45-60 calls daily across shifts to resolve technical issues.
• Supported clients via ServiceNow ticket system, troubleshooting errors and enhancing self-service tools.
• Managed Group Policy settings in Active Directory to ensure user group access.
• (CONTRACT) Working with email migration over to Microsoft 365 for over 30,000 users.

• Replaced outdated hardware to enhance client systems.
• Updated software on client desktops to ensure optimal performance.
• Provided desktop support to resolve client issues effectively.
• Troubleshot standard IT problems to restore system functionality.
• Managed IT inventory for timely delivery to clients.
• Driving from destination to destination replacing thin clients and reinstalling drivers into AHN systems.