Providing customer facing support by phone, email, in person, and through Microsoft Teams. 1st and 2nd level support and resolution for all IT devices and applications.-SAP Password Reset-Support for Microsoft Office 365 and Teams-Mobile Device Management-TopDesk Ticket System Administration-VPN Support and troubleshooting, Aruba VIA Client-Access Request fullfillment-Active Directory account management-Desk Side support-Knowledge Base Management-Knowledge Article Author-Microsoft Intune Administrator-Support for IT in US Locations-Administration of IT Content for company InfoPortal-Software and OS management for laptop and desktop machines- IT Asset Management-Microsoft Entra Administration-Microsoft SharePoint Administration, site design, site management.

Creation of New User accounts in KeylightManagement of User accounts in KeylightCreation of new System Security Plans in KeylightManagement of existing System Security Plans in KeylightCreation and management of POAM's and Risk Assessments in KeylightDevelopment and creation of Process Documents Development and creation of Training DocumentsCustomer Service and troubleshooting assistance for End Users of Keylight

Managing processes related to SecurID Token, VPN Access for SOM Employees, Contractors, and VendorsUse of Applications including: Remedy, RSA, Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPointMaintain team SharePointManage team work schedules and vacation requestsApprove timesheets and payrollComplete one on one and team review meetings monthlyManage purchasing for Client Service CenterOversee timekeeping processes for Client Service CenterCreate and Manage team procedural documents and work instructionsTrain new hire employees for the Service DeskDaily and monthly reporting on token inventory and processingManage teams for special projects - 20 agents for MiLOGIN/MI.GOV callsMicrosoft MFA VPN Authentication - project team for go live, assist in conducting pilot of users, assist in creating access request process.

- Design and testing of development for Knowledge Management customization in Service Now- Manage knowledge database in Right Answers- Manage knowledge databases in Service Now- Transition data from Right Answers to Service Now- Manage work queues for Knowledge Base Article management-Develop training program and materials for Knowledge Management-Train end users on Knowledge Management within Incident and Task tickets-Train Knowledge Authors for KBA management-FUT, SIT, and UAT testing for build out in Service Now-Authoring, editing, publishing KBA's -Audit calls and ticket for Service Desk agents both onshore and offshore

• Triage of Technical Problem tickets, basic technical problem resolution by phone and email• ServiceNow and HP Service Manager • Maintain online knowledge base• Service Desk Newsletter Editor/Publisher• Training of new hire employees• Support Lotus Notes Client set up, support VPN sign on, support Microsoft Office• Work closely with other teams to share knowledge to improve services and best practices* Work from Home Agent* Customer Satisfaction follow up

• Repair of cellular phone handsets, triage of software related problems, research service related problems• Planogram, Inventory management, Shipping / Receiving, Audit checklist, Compliance monitoring, weekly serialized and monthly non-serialized inventory scan• Best practices, Process Improvements, Procedures and work instructions, Training and onboarding new employees, ongoing training of employees• Phone, customer billing and account questions, Accessory sales, Payments, Account maintenanceWeekly reporting and researchDaily Closing folder audit, monthly store self audit

• Repair of cellular phone handsets, triage of software related problems, research service related problems• Planogram, Inventory management, Shipping and Receiving• Assist with audit checklist and compliance and other duties as assigned• Assist with training of new employees• Assist with process improvements • Answer phone, assist customers with billing and account questions, accessory sales• Take bill payments, perform account maintenance, handset upgrade sales

• Used several different computer applications to assist customers with finding the proper handset and phone plan for their needs, assisted with basic triage of phone repair issues.• Answered billing and account questions and performed account maintenance.• Greeted customers, answered phones, sales of phone handsets, accessories, and rate plans• Assisted with audit checklist and other duties as assigned