•Dispatch auto roadside assistance calls for National Customers; Geico, Agero, Allstate, Swoop and others.•Responsible for dispatching calls and finding drivers for customers within a 25 min time frame, if no service found return to insurance agency or motorclub•Utilized Janus and Towbook.com to track all service tickets.•Update customers with ETAs for service and take care of any concerns involving drivers, customers, and business partners

Confidential Duties

• Provide web application administration, support and maintenance remotely to 3000+ user base• Support system wide deployments of new web applications and business tools utilized for the management, purchase and sale of real estate throughout the US and Canada• Responsible for relaying office server outages and disaster information to proper support teams• Responsible for diagnosing and documenting customer’s technical and business related issues and assign to correct support group for escalation• Utilize Zendesk, JIRA and Confluence to log new issues and track resolution of all client reported issues• Resolve software and configuration issues via WebEX remote utility

Completed Pilot start up of Network Operations Center for Entergy Corporation fall 2014. Coordinated build out of office space, installations for network and voice communication lines for center. Procured office equipment for new service desk area; furniture, systems, phones. Performed orientation and held technical training for new employees. Utilize Avaya CMS Supervisor for call stats and coaching. Created work schedules for 24 x 7 x 365 coverage for service. Average call volume 900+ calls lowered to 400 daily averages. Handle critical incident bridge conferences for priority issues, coordinating support groups and vendors as needed. Escalation point for client service issues not handled correctly for first contact resolution.

Provided regional support for AT&T serving all areas. •Implementation of IBM security policies and encryption as detailed in work policies for all aspect of system support•Performed various technical/administrative quarterly conversion projects, including creating/modifying users, groups, organizational structures, login scripts•Utilize Active Directory to manage client user accounts involving verification, password changes, group changes, and account expiration date changes•Used Active Directory to determine home drives, permissions, resource access also used to verify home servers/backup servers for Altiris and Symantec DLO•Performed Disaster Recovery for failed laptops and desktops; including decrypting drives, then recovering data if possible•Configured and maintained XEROX Multifunction network devices and HP printers via remote network setup•Installed, maintained, troubleshoot software and hardware in a Linux, Windows 7 32/64 bit Virtual Machine environment•Supported all levels of AT&T management; executive, area, load balance, motor pools etc•Coordinated Dell/HP vendor hardware service for warranty repairs client locations throughout North Texas•Developed Windows 7 32-bit and 64-bit images utilizing Ghost and IBM Tools for Dell and HP corporate machine types

Supported business accounting and payroll programs for various client base. All aspects of GL Accounting.