As a Level II Cloud Engineer, I spearheaded the deployment and migration of Microsoft 365 environments for our customers, serving as the lead technician for numerous successful transitions. My expertise extends to Azure infrastructure implementation, including Azure Virtual Desktop (AVD) setups, server migrations, and Azure automation processes. I've also developed a comprehensive tenant-security framework that reduced potential vulnerabilities. I've also taken a lead role internally as an administrator of our PSA system. I’ve built a library of custom reports, built several automations using custom integrations and runbooks, and experimented with new features in our development environment before releasing them to production. These achievements have consistently contributed to improved operational efficiency and reliability across the organization.* Spearheaded client migrations to Microsoft 365, orchestrating seamless transitions for diverse organizations* Bolstered cybersecurity posture, resulting in a reduction in security incidents through implementation of advanced threat detection and prevention measures* Engineered cost-effective cloud solutions, enhancing system performance and reducing operational expenses* Deployed internal tools, PSA integrations, and dashboards to improve team productivity

Level 1 technical support for MSP with >130 small-business clients along with residential help-desk support. Primarily remote troubleshooting, but also assists with repairs and hardware upgrades* MS365 administration* Troubleshooting network-connectivity and VPN issues* Familiarity with Unifi and Synology devices* Windows 10/Windows Server/Mac OS support* Basic Quickbooks, Active Directory, and VoIP troubleshooting* Virus/malware mitigation and cleanup* PC and Mac hardware diagnosis/repair

Managed an eight-person team responsible for evaluating deal content in North America, UK, and Poland to ensure Editorial agents were meeting KPIs. Through reporting and projects, the team was responsible for reducing Customer Service contacts and refunds through better content, and improving the merchant experience on the platform by reducing friction points.• Managed an eight-person international team that was responsible for ensuring on-site Team Leads for each country met key performance indicators for content transparency and quality• Streamlined the end-user experience on Groupon.com by aligning agent quality metrics with measurable, impactful outcomes, such as reducing customer refunds and CS contacts• Ensured that my team effectively and consistently measured quality across offices and regions• Disseminated reporting on a regular basis to update senior management about quality trends and progress on KPIs, including flagging critical issues for immediate attention and resolution

• Addressed common customer contact issues by creating agent training materials and developing departmental quality standards in partnership with the management team• Responsible for upholding agent quality by providing regular quality feedback to agents in collaboration with their managers, such as through in-person training, written evaluations and one-on-one meetings

• Provided user support to urgent requests from internal teams to fix site issues, on average 35 tickets per day• Resolved basic site bugs and technical issues that, among other things, prevented customers from purchasing deals, escalating to higher-level engineering teams where necessary• Collaborated across departments—including risk management, engineering, customer service, and legal—to find creative solutions to user issues* Managed various projects to help improve the team's operational efficiency and overall performance* Used expertise to assist more novice Site Editors with general questions

Responsible for assisting the organization’s teacher training program, including organizing meetings, coordinating event planning, and note taking.• Resolved administrative and general office issues for the 15-person organization, such as basic technical troubleshooting and purchasing of supplies• In partnership with the Illinois Department of Public Health, created resources for a 10-member team of external health-training staff, such as developing content for presentations given to teachers and developing an organizational intranet with relevant health-related data.

Assisted in preparation and proofreading and organization reports * Organized state mailings for the commission * Engaged in ample online research, resulting in several research products. * Prepared in depth report on features of state supreme county websites.