Lead projects on transitioning or retiring applications from Lotus Notes to O365 apps or services such as Sharepoint or PowerApps. Maintain catalog development lifecycle in ServiceNow, and worked with 3rd party developers to achieve project goals.

Managed backup systems at multiple locations. Managed server, network, Data Center, and hardware maintenance at multiple locations for assigned areas. Managed Active Directory, Lotus Notes, and project lead for Notes to O365 migration. Worked on transition from BMC Remedy to ServiceNow platform. Created KB, SOP, and RACI for new applications migrated or developed in O365 and ServiceNow.

Level 2/3 SupportOnsite support at client site, whose duties include administration, development, and implementation for the BMC Remedyforce incident management system and BMC Client Inventory application. Point of escalation for issues not resolved by Level 1 support. Documentation of procedures for the Remedyforce KB. Troubleshoot issues with users laptops, desktops, mobile devices, and Conference room A/V issues. Administration of Lotus Domino servers, create update Person Documents, and mail file quotas. Manages backup jobs and tape rotation using Symantec Backup Exec 2012. Administration for Polycom CMA 400 desktop video conferencing client as well as configuring and managing the Polycom Video Conferencing units, and integrating into the company Global Directory. Level 1 SupportSupported 13 different client accounts as a Remote Level 1 Service Desk Agent. Received Tier 1/2 service desk calls, voicemail, and emails from assigned company clients. Routine tasks included troubleshooting issues with Citrix sessions, Java applications, Active Directory, and company applications. Troubleshoot issues with client hardware, printers, and mobile devices. Problem analysis and documentation of issues with proper call routing and escalation when needed.

Reviewed daily ledger reports and verified accuracy of the system reports and ledger balances. Point of contact for vendors to update and correct invoice information. Data entry of vendor information as well as 1099 information which was reviewed at the end of the year. Point of contact for the Invoicing unit for proper processing of invoice statements.