- Provide service coordination and oversight by maintaining a strong understanding and awareness of all service tickets for Help Desk & Desktop Support.- Sustain an understanding of resource utilization in responsible departments to ensure client satisfaction was above an average of 75%.- Cover day-to-day responsibilities of Service Dispatcher and department Team Leads during sick or paid time off.- Resolve issues effectively; seeing real problems, being comfortable resolving conflict, calling out the problems, and solving the problems in a practical manner.- Designing a web-based client ticket portal that allows them to submit, review and communicate with the assigned technician.- Establishing connections with local colleges, universities and professors to visit and recruit local talent.- Construct a tool to allow for over the phone multifactor authentication to ensure password resets were completed by actual user and not of malicious nature.- Organize employee reviews every 6 months to provide clear and accurate feedback on performance, direct path to progressing within the company and discuss ideas on how to improve department.- Generate a handbook to hand to new clients that presents company details and processes to ensure they receive WOW service from day one.- Travel to local career fairs to showcase company’s job offerings to individuals looking for a position in their career.- Initiate a summer internship that gives high school graduates and current college students the opportunity to experience desktop, end user, infrastructure, and cybersecurity.

- Scheduling remote and onsite tickets for Desktop Support Team Lead Members.- Technical assistance and guidance for Desktop Support technicians.- Continually updating internal process and documentation for Desktop to better serve internal employees.- Creating and maintaining MDT imaging solution for over 90 different clients.- Implement encryption process of all client workstation backups to ensure sensitive data is fully protected.- Recreating internal onboarding and training process for both our End User Support and Desktop Support teams.- Appropriately communicate with new clients how to request new workstations, account creation, and terminations.- Maintain Mac server and updates to AirWatch MDM solution.- Constructing a technical interview for potential new technical hires that ensure their skills meet company qualifications.- Carry out a Ransomware Incident Response process to coworkers and designing a training program for onboarding of new hires.- Properly monitor and schedule workstation projects so they are appropriately assigned to arrive onsite in the set timeframe.

- Provide first-line customer desktop, server, mobile device, software, and peripheral support to over 90 clients.- Resolve customer IT problems over the phone, via remote connection, or by visiting work site.- Respond to customer phone calls and emails in a timely manner.- Use established procedures to generate and manage tickets in RMM system.- Take ownership of customer support issues until resolved, and working with colleagues.- Document actions taken to resolve customer issues and record all time worked.- Participate in after-hours and weekend support rotation.

- Offered customers both written & verbal solutions to technical problems.- Learned on the spot problem solving skills for various issues.- Scheduled tickets in timely order to give top priority to customers

– Designing creatively for both the website & graphics.– Forming a marketing strategy that best fits the radio audience.– Work on assembling a design team that I could delegate work to.– Training my team to expand there creative design skills.

- Served over 3,000 students & Cedarville University faculty with technology issues.- Troubleshooted & repaired problems found in both Windows & Macintosh workstations.- Trained other student workers in process and procedures, as well as repairing iPhone & iPad devices.