Onboard and train new employees.Image, encrypt, and deploy government-furnished equipment such as laptops, desktops, tablets, and mobile phones.Diagnose, troubleshoot, and repair hardware issues related to computers, mobile devices, printers, and conference room equipment.Identify and remediate security vulnerabilities using Tenable and remote support tools such as BeyondTrust.Identify and troubleshoot software problems such as VPN issues, login failures, wifi and ethernet connectivity, device drivers, product activation, and certificates.Create and manage user accounts and devices on the company domain through Active Directory.Provide IT support for remote customers using government-approved remote support tools.Manage escalated cases in the ServiceNow ticketing system and resolve escalations in a timely manner to meet SLAs.Provide excellent virtual and face-to-face customer experience for users, especially VIP clients. Setup user workstations including the installation of monitors, docking stations, and cabling.

Troubleshoot IT hardware issues for government-furnished equipment such as laptops, desktops, tablets, mobile devices, and printers.Troubleshoot software problems such as VPN issues, login failures, wifi and ethernet connectivity, device drivers, product activation, and certificates.Image, test, and deploy computers for the onboarding of new federal government employees as well as break/fix scenarios.Create and manage user accounts and devices in Active Directory.Resolve security vulnerabilities in user software.Provide IT support for remote customers using government-approved remote support tools.Manage escalated tickets in the ServiceNow ticketing system.Resolve escalations in a timely manner and meet SLAs for priority cases.Provide excellent virtual and face-to-face customer experience for users, especially VIP clients. Setup user workstations including the installation of monitors, docking stations, and cabling.

Process payroll for all employees and contractors.Write and submit grant and contract proposals. Draft licensing and speaking engagement contracts for partners. Issue contracts to blog contributors. Manage marketing strategy with PR and social media associates. Interview and onboard prospective employees.

Supervise the sale, repair, replacement, installation, and technical support of equipment across 14 product categories for 1000s of stores across the United States, Guam, and the Bahamas.Responsible for customer database maintenance, recording and tracking all service requests, and updating the database as specified in service requests.Provide 24 hour web server monitoring support.Manage the training of helpdesk technicians in troubleshooting and service procedures of current and emerging POS technology.Keep the knowledge index up-to-date with the most current guides, manuals, technical memos, and templates. Create and maintain up-to-date standard operating procedures (SOPs).Monitor and update security patches.Direct the resolution of escalated technical and service-related cases.Honored with Employee of the Quarter Award.

Provided tier 2-level technical support to service technicians and system installers in the field.Assisted store personnel with tier 1-level troubleshooting.Diagnosed hardware and software issues with POS equipment, and escalated special cases to level 3 product specialists.Manage Active Directory adding and removing users, workstations, and laptops. Prepared workstations for new hires using PXE Boot to image.

Handled approximately 40+ inbound calls and 70+ unique cases per day for accounts under Panasonic's two largest corporate contracts.Recorded and resolved escalations and requests from owners, crew members, and technicians.Processed work orders for the repair and replacement of defective hardware as well as dispatches for service technicians.Provided excellent customer service and technical training to drive division's 4th quarter revenue to its highest in 2 years.

Managed the business accounts of a client using Quickbooks.Tracked income, expenses, transfers, and other transactions by ensuring all transactions areaccurately coded.Maintained the tax, accounting, and auditing records for various clients.

Purchased, repaired, and sold computer and gaming equipment and trained customers in the proper maintenance of their electronics.Established service by studying system requirements; ordered components and parts, and completed repair requests.Maintained rapport with customers from examined complaints, identified solutions, suggested improved methods and techniques, and recommended system improvements.Kept equipment operating from troubleshooting breakdowns, maintained supplies, performed preventive maintenance and escalated issues for repairs.Expanded the business' online marketing campaign, which boosted customer interest and maintained a detailed client list that resulted in referrals to new clients.

Served as a State-licensed insurance producer and built relationships with business owners, marketed employee insurance plans, and filed insurance claims.Created new sales from the general public or businesses through networking, referrals, or marketing calls; organized meetings with potential and current clients to customize an Aflac benefit plan that suited their organization’s needs; and enrolled clients into service accounts.Secured contracts with a 150-person group, which generated enough revenue to surpass management's quarterly goals.Recruited and conducted a personal sales team, and trained team on sales principles, tactics and the overall process.