Tasked with providing end user, system, and stakeholder support for proprietary procurement software. Tasks include quality assurance and technical support. Consult with management regarding business priorities, data collection, and identify target areas for improvement while collaborating with developers to implement impactful solutions.• Attained a stakeholder satisfaction rating of 95% or higher and boosted department productivity while consistently meeting 100% of service level agreement standards.• Acted as a liaison between developers and internal stakeholders, delivering QA metrics, advocating for end users, and suggesting improvements for application efficiency.• Facilitated application usage training for both internal and external stakeholders, increasing site usability.• Generated reports on pain points and worked with stakeholders to resolve site data metric requests.

**(Two business acquisions occurred during my tenure. Telegia Communications Inc. ---> One Ring Networks ---> Earthlink)Manage and enhance IT and communication networks, systems, and equipment. Identify and address process improvements and network security vulnerabilities. Support 24x7 network operation providing Tier 2 support with a focus on first-call resolution. Inter-departmental collaboration for client hardware and service installations while providing consultation on network solutions including Wi-Fi, routing devices, firewalls, and bandwidth requirements.• Achieved and maintained a resolution rate exceeding 95% for end-user issues within allotted service level agreement timeframe.• Enhanced network service sales through business client consultation, driving a 5% annual revenue increase.• Improved productivity metrics by performing peer review tasks.• Assisted with implementation of network changes including VLAN’s, port forwarding, and bridging on RF radio and router equipment.• Configured LAN hardware equipment for DHCP and/or Static IP assignment/decommission.• Analyze log output to identify and mitigate potential equipment and network issues.• Performed hardware inspection, installation, troubleshooting, and replacement; network cabling, switches, routers, wireless access points, and power equipment.• Implemented scripts to apply equipment upgrades and finalize configuration for service deployment.

Tier 1 network support, analysis, and issue resolution for residential and business clients. Other duties include support tasks in our network operation center such as monitoring, component installation, and configuration.

Managed maintenance, configuration, and troubleshooting of client hardware software, and peripherals. Utilized my expertise with Microsoft Active Directory to maintain, troubleshoot, and create user accounts. Conducted technical training, device updates, and security exercises. Accelerated support processes by implementing standards of operation for effective troubleshooting decreasing ticket resolution time while supporting 1000+ staff and student clients combined.• Operated Active Directory and Google G Suite to maintain end user equipment, policies, privileges, and troubleshoot/resolve permission related issues.• Utilized SCCM to deploy system upgrades.• Decreased hardware attrition by organizing inventory and maintaining tracking tools within inventory software.• Provided Tier 1 hardware, software, and network support.

Collaborated with internal departments to provide members and their medical providers with medical and wellness visit schedule information. Demonstrated adaptability by serving as a volunteer and team member for special projects outside of scope of position description; virtual visit application technical support during the height of the Covid-19 pandemic, on-site technical support assistance within my region, selected as a data software tester for Salesforce CRM, and customer survey auditing duties.• Achieved and maintained top percentage in client satisfaction and issue resolution metrics, ensuring high-quality service and client retention.• Consulted with clients to resolve scheduling and service-related issues, enhancing overall client experience.• Provided technical support during the initial rollout of virtual medical visits and Vivify Healthcare software application, maintaining 90% or higher service continuation rate during service changes.