Integration project from Legacy systems to new platform. Application testing, KB article documentation, and end-user hardware migration.

• Worked with Operations team on daily basis to come up with effective approaches to make sure we have best available numbers of end-users operational to meet Key Performance Indicators (KPIs) followed by real-time data analysis/ forecasting. • Trained temps and team members on ways to work more productively to be quick and precise on tasks being worked on. • Effectively worked with global team members to proficiently come up with project plans that meet the client’s needs for projected ramp up.• Restructured and re-engineered old workflows/job aids to best suit users.• Met all deadlines with some leeway time to help areas that need assistance.• Served as a vital aspect in the success for clients open enrollment and staying full dedicated in making sure end-users were operational. • Conducted quarterly reviews of performance and goals reached, as well ways to improve efficiency in the department. • Recycled inventory and used parts and applying it to other machinery that would increase efficiency.

• Supporting onsite and remote end-users on issues concerning user policies, licensing, networking, hardware, software. • Actively worked with Microsoft O365, DUO, Wikid administration services • Triage for tickets through Jira Service Management/ ServiceNow• Account creations within Windows server 2016 AD, VPN, O365/ADFS, Duo Security, Cisco ID v.12.6)• Liable for asset management documentation for all end-user equipment.• Onsite/Remote training for onboarding new hires classes to help alleviate the training department for IT related issues. • Created Documentation for various department troubleshooting workflows.• Imaging systems with Microsoft WDS/ Deployments and held training session for local users utilizing the system.

• Epic EMR transition Project • Triage Implementation for incoming tickets• Phone/Email/ Remote user support• Hardware and software troubleshooting• Performed system upgrades and updates• Recommended computer products and applications to improve productivity.• Maintained secure authentication protocols