• Oversaw Service Desk and Field Support Teams, serving as the primary escalation point. Established policies and procedures for the Service Desk ticketing system, asset tracking, and internal email communications.• Developed and controlled Autotask instance and configured over one hundred workflows to keep all entries and configuration items organized for easy reporting.• Established and supervised Datto RMM instance to monitor client computers, remote control, patching, and reporting.• Implemented and executed the Company’s CloudRadial instance, configuring various client views with client-specific question templates that generate integrated tickets within the service desk. Additionally, created, organized, and stored both general and client-specific troubleshooting documentation for clients.• Trained and managed new employees which led to their conversion from Temp to Full Time.• Delivered “white glove” IT assistance to clients both remote and desk side and was the point of contact for all clients’ third party IT vendors.• Processed and provided monthly purchase order reports and hardware allocation reports to clients.• Participated in a monthly rotation of 24/7 call for after-hours support.

• Provided first call resolution for escalation level telephone support to end-user community on hardware, software, and network related problems, questions, and use for company of over 7500 employees.• Reliably achieved a net promoter client overall satisfaction score of 4 or greater for a minimum of 95% of feedback submissions.• Consistently achieved 97% of service level agreement resolve and response commitments in ServiceNow internal tickets.• Scripted and automated on/offboarding/transfer process in ServiceNow.• Designed custom reports and homepages in ServiceNow that is used by several teams and management.• Administrator to multiple domain environments within the organization.• Managed and Administrator to Lenel security server and database for employee office card access.• Aided in server decommission Scrum project.• Point of contact for all NTT/Dimension Data IT service catalog products.• Created documentation for processes that assists current and future personnel with proper procedures from daily activities and uploaded to Confluence.• Assisted in testing and deploying hardware and software environments.• Participated in multiple computer migration projects due to corporate name rebranding, moving from on-prem managed machines to cloud managed machines, and laptop refresh initiatives.• Patched Windows servers after hours every monthly cycle.• Asset tracking and recovery with Snipe-IT, PowerApps, and Lansweeper.• Aided internal employees with corporation name change, rebranding, transition to new corporate email, and WebEx tenant migration.

Responsible for upgrading Creo's Network Model. Evaluated current technology and gave a detailed analysis with charts for upgrades and future growth. Calculated all of the fixed and variable costs. Managed and presented a Wiki page with details of the proposed network upgrades.

Trained and worked with new employees to get them acclimated to the heavily team oriented working environment. Organized detailed floor plans of Server Assistant's responsibilities. Excelled in fast paced organized operations.

Collaborated with a team of 5 colleagues to develop an educational website, which supplement the educational curriculum of the magnet school class. It is incorporated as a permanent reference point for both elementary school students and future undergraduates. Orchestrated meetings with the client where monthly reports and presentations were provided. Adhered to and met strict deadlines. Finalized and presented the finished product to the Montessori Magnet School for deployment and appraisal.

Created, organized, and maintained an email database. Arranged and disseminated weekly newsletters via email. Planned, organized, and executed activities for over 25 children. Services provided led to new opportunities with parents for private employment.