• Regularly have daily meetings with team members to foster good relationships and teamwork.• Meet with clients weekly to hold Management and Service Desk accountable.• Manage a team of technicians that close over 200 tickets daily.

• Voted as MVP for November 2021 across a group of my peers and coworkers.• Train new employees on various processes and methods to build integrity. • Offer knowledge and experience to aid the Service Desk in achieving excellence in all aspects.

• Learned how to properly identify, document, and resolve support issues across a variety of systems.• Maintained over a 90% positive QA score ensuring peak customer service to each and every user.

• Aided in Incident Management to identify and analyze problems to prevent them from future reoccurrence.• Conducted Vendor Security Assessments to help UNH understand the risk of using third or fourth-party software and products.• Managed Phishing Campaigns to get accurate details regarding our susceptibility rate as a university and to teach students and faculty about the dangers of Phishing.

Work with the Enterprise Collaboration and Messaging Team at the University of New Hampshire. • Provide desktop support for UNH Students, Faculty, and Staff. • Use TeamDynamix to write and keep up-to-date Knowledge Base technical documents using HTML and Microsoft Word.

• Recorded live concerts for the New Hampshire Gentlemen acapella group.• Edited using Sony Vegas to provide an enjoyable experience to the viewers.• Uploaded each video to YouTube to display the show for anyone to see.

• Communicate with customers and students to ensure good customer service.• Work efficiently in a fast-paced environment.