I'm excited to be starting this new position, helping our nation's veterans with their IT concerns!

Establish and maintain effective lines of communication between the Technical Support Team, internal departments, and external regional account teams to efficiently resolve escalated support requests in a cost-effective manner. Lead projects throughout the project life cycle to deliver feature enhancements and custom projects. Coordinate with key delivery teams responsible for test environments management, production release management, and performance testing. Assist MacOS users with software installations and updates to various programs that require administrative access for the continued development of the Lightspeed NXT and Evolution products.• Oversaw and guided the migration to a new domain and upgrade to Microsoft Office 365 for internal CDK users.• Led the conversion from Cisco Jabber and Hipchat to Slack for intercompany direct communications.• Guided Linux users (Ubuntu 18.04+) with various virtual machine setups to facilitate further program development.• Facilitated the process of transferring server data to a cloud storage environment towards enhanced management by the internal GIS and decommission outdated server hardware.• Established an iLobby temperature check station to ensure the wellness and safety of returning employees after the COVID-19 pandemic.

Oversaw the CTA team to ensure that end users were receiving the appropriate assistance in the identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of service desk functions. Led staffing capacity planning, service process design, performance analysis, and developed proactive resolution plans.• Guided the troubleshooting of hardware and software installations and updates for the Lightspeed NXT and Evolution software products.

Delivered IT support, maintenance, and improvement of internal infrastructure, including handling server and network activities required for proper operation and functionality across multiple sites. Completed tasks and projects, and recommended new technologies and services to fulfill business goals and improve the services and functionality of the infrastructure.• Oversaw the troubleshooting of hardware and software installations and updates for the waySmart and Tiwi driver safety products.• Ensured Fleet Operators were in accordance with DOT guidelines regarding driving hours and locations.

Troubleshot issues from hardware and software installations and updates, printer, and router maintenance, to password resets using Active Directory for Marriott Hotels.

Load windows of varying sizes and types according to orders received.

Assisted customers with questions concerning MSN Internet Access software using basic troubleshooting steps.

Processed check orders from financial institutions and their customers.

Assisted customers with questions about credit card accounts and sold membership products.

Assisted members of Aetna U.S. Healthcare plan with questions about benefits, coverage etc.