Resolved issues related to Microsoft applications, Windows systems, and agency-specific software. . Delivered System support via BeyondTrust, chat, email, and phone while maintaining high service levels. . Develop, modify, and optimize operating systems, middleware, and compilers. . Perform system analysis to identify performance bottlenecks and implement solutions. . Collaborate with infrastructure and application teams to ensure seamless system integration. . Maintain system documentation, coding standards, and version control. . Troubleshoot complex software and hardware issues at the system level. . Accessed user machines to troubleshoot and implement solutions effectively. . Documented technical steps in ServiceNow for transparency and SLA compliance. . Advised users on preventive maintenance, helping reduce recurring incidents.