Served on the front line as a Technical Support Center analyst via phone, chat, and walk-up to diagnose technical incidents, collaborate with N-tiers to identify problems, and provide quality experiences for end users through the life of their technology.Established an asset management system saving the company thousands of dollars by securing missing assets and developing new processes for better administration in the future. Maintained consistently high FCR (85+%) for both "field" and "home office" environments as well as placed within the top 5% in customer reviews amongst all support technicians over an 18-month period.Served as a security resource by patching endpoints, removing viruses and malware, ensuring appropriate access controls via a hybrid of discretionary and role-based access, and providing end-user security training by hardening workstations and maintaining accurate asset management.Outside of typical role responsibilities, also served as a backup resource for AV support by supporting and troubleshooting conference room spaces on-prem and remotely. Additionally was selected to support "Forum" users (top 7% of salesforce), assisted with audit remediation by recovering thousands of missing/misrepresented hardware assets, and earned additional certification further developing my customer service, best-business practices, and cybersecurity skills.Gained in-depth experience working with the following:MacOS (Big Sur, Monterey, Ventura, JAMF Connect)Active Directory (access management and onboarding, asset OU assignment)Service Now (asset management, ticketing and communication)Palo Alto Global Protect VPNVMware VDEO365 (emphasis on OneDrive, SharePoint)JIRA/Confluence

Gained invaluable and lifetime-lasting experiences and memories with a plethora of people and technologies. Developed as a technician by being engulfed in the flow of IT operations at a regional institution pace. Learned how to better collaborate with other departments to achieve goals from hugely funded capex projects to seemingly insignificant behind-the-scenes efficiencies within day-to-day processes, end-user experiences, and baseline practices.Worked in a holistic Service Desk position where we were able to administratively support users over system/network/and security related concerns. Actively followed SLAs with our clients, worked closely with vendors and upper-management, and was selected to personally support executives at their on-site location. Supported users via all methods of communication and traveled between 27 locations while maintaining compliance in a formal environment. Provided service for both procedural and custom solutions as needed. Gained exposure to an array of enterprise systems including but not limited to:•System Administrative Functions: File sharing and permissions, data backup, encryption, user account management, system maintenance monitoring and reporting, application management, and VDE support.•Network Administrative Functions: Physical cabling running and port patching, layer 2/3 troubleshooting, proxy application, voip telephony, data center management including overseeing an FM-200 installation and certification and other functions, and other general network-related user incidents.•Security Administrative Functions: First resource for DLP incidents, physical security including management of tokens, cable locks, and drive encryption, event analysis including Windows Event Viewer, SumoLogic, and RSA, asset management, penetration test remediation efforts, malware detection and removal, and Fortinet VPN.

Gained experience in a significantly larger market, working with a broad spectrum of customers and clients. Learned more about sales in a fast-paced environment, and ranked highly with a competitive team.Worked in a uniquely hybrid role where I could offer my past experiences as a Geek Squad service providing agent to the sales floor as a Computing and Digital Imaging associate. Was able to better provide solutions, with a deep process understanding, to all clients in all situations.

Developed technical expertise in IT support, customer service, and leadership by building lasting personal relationships with clients to best support them through the lives of their technology, staying up-to-date and exposed to the continuous advancements in technology and cybersecurity, and maintaining a leadership position. Achieved an Exemplified status by virtue of exceptional customer service assessments and team target-breaking results as well as dedicated efforts towards success for my team. Had the opportunity to be exposed to an extremely large variety of technologies and learn to thrive in the real-world pressures of service/retail. This allowed me to hone my social skills in a variety of situations to create positive and lasting success for both my clients and the business. Was able to customize my craft and begin my journey as an IT Technician.Gained familiarity to the following, but not limited to: desktop/laptop, mobile phone and tablet, smart watches, TV and home theater equipment, smart home and home security devices, proprietary, enterprise, and custom software knowledge, Windows/Mac troubleshooting covering electrical, component, OS, network, and application based issues, printers and scanners, AV and hardening solutions, and cloud based software.

Developed customer service skills in a new type of environment and worked with a large variety of clients to build customized solutions to fit their needs. Gained additional knowledge and experience integrating with others in a fast-paced, sales and customer service focused space.

Worked closely and interactively with students and families to guide them with information about applying for and receiving financial aid through the University of Wisconsin - Whitewater.Gained valuable knowledge about personal finance and enhanced my soft skills in an entirely new environment.

As an employee of Village Ace Hardware I was faced with a multitude of obstacles including educating myself over an array of products, working with an already established team, and learning how to use new tools and software. To overcome these challenges, I encouraged collaboration with others, created a helpful and welcoming environment, and directed situations to find solutions. Gained knowledge and experience with hardware, plumbing, electrical, and lawn care products and solutions. My efforts brought not only one of the highest influxes of customers in the last decade, but also helped multiple others gain similar experiences through employement at Village Ace Hardware.