Mz Ghenn

T2 Health Care IT Analyst

Provided first- and second-level support to healthcare clinicians and staff, troubleshooting Citrix, VPN, printers, and EMR workflows. Documented contacts and escalated issues to resolution while meeting production targets.

ITSMCitrixVPNEMREpicCernerMeditechAllscriptsTroubleshooting

Independent IT Consultant

Provided IT support, device setup, and Microsoft 365 administration for small business clients. Maintained Apple, HP, Lenovo, and Dell computers including updates, repairs, and replacements.

Microsoft 365hardware troubleshootingappleLenovoDell

Software Support Analyst

Delivered Tier II support for MiFile and OnBase statewide using ServiceNow and ITIL 4 practices. Improved system uptime by 20% through cross-functional coordination and resolved Microsoft 365 account and MFA issues.

ServiceNowITILMiFileOnbaseMicrosoft 365MFAAsset Management

Tier II Technical Support

Supported internal and executive users on VPN, VOIP, Citrix, Microsoft 365, and workstation imaging. Imaged and deployed computers with minimal downtime and resolved incidents 30% faster through documentation.

VPNVoIPCitrixMicrosoft 365ImagingDeploymentTroubleshooting

L1–L2 IT Support

Supported over 500 users including Azure AD/MFA administration. Deployed and maintained computer hardware and handled hardware troubleshooting.

Azure ADMFAHardware DeploymentsTroubleshooting

Help Desk & Client Support

DTE Energy

Provided help desk and client support services.

Help Desk & Client Support

Provided help desk and client support services.

Help Desk & Client Support

Provided client support services.

Help Desk & Client Support

Provided help desk and client support services.

Help Desk & Client Support

Stefanini

Provided overnight help desk support.