Managed and trained an End User Support Staff of 13 (desktop and mobility) in 9 locations; established, monitored, and improved end-user support procedures and service levels; partnered with hardware vendors, managed relationships, and performance; ensured compliance with security and data protection policies and regulations working closely with Security and Legal teams; maintained inventory of laptops, desktops, and accessories; managed budget for laptop purchases; timely delivery of on boarding and off boarding requests; interacted with software and hardware vendors for availability on products, pricing, and technical support; implemented and tested new software and hardware to ensure compliance with Sony standards, monitored trouble ticket queues ensuring service level agreements were met; provided technical training of desktop and help desk technicians reducing call escalations; supported annual trade shows- Consumer Electronics Show (CES), National Association of Broadcasters (NAB), and sales conferences; ensured strong customer service and support for end-user hardware/software/printers resulting in timely resolution of tickets and customer satisfaction • Developed WFH and RTTO Processes 2020 • Supported 2,000 employees remotely throughout the Pandemic including on boarding and off boarding• Upgraded 2,700 laptops to Windows 10 within 6-month time frame• Team assistance with escalated deployment of O365 and Teams • Provided admin privileges to users on requestSOFTWARE: Microsoft OS (Versions Windows 95 – Windows11 32/64 Bit), Microsoft Office Suite (Versions 98-O365), Intune, AnyConnect, Microsoft Active Directory, AZURE, PowerShell, SCCM, PGP, BitLocker, Pointsec, McAfee, Norton, Virtual Desktop, Remedy, PrinterLogic, Microsoft Outlook 1998-2019 Internet Explorer 10.x,11.x, McAfee Virus Scan, SAP, PGP Email EncryptionHARDWARE: HP EliteBook’s, Lenovo Notebooks, HP Printers, Dell Laptops/Desktops, Omni Books, IBM Think Pads, Linksys/Cisco Wireless

Managed and trained a 24/7 computer operation with 13 direct reports in various areas within the operation.Also, managed, implemented, upgraded, and tested existing mainframe systems with PC software such as NOVELL, WINDOWS 3.1/3.11, WINDOWS 95, WINDOWS NT; oversaw Help Desk/PC support, NOVELL administration; extensive user contact for new account start-up; support 150 desktops and 50 remote laptops (Sales System).