Extensive administration experience with Microsoft technologies.• AD DS hybrid setup with Azure AD, DNS, DHCP, AD FS, AGMP & GPOs, Windows Event Forwarding, LAPS• Microsoft Intune/ Microsoft Endpoint Manager for mobile clients• IIS and MSSQL Servers• Operating system deployment utilizing SCCM and MDT• Windows Client and Server administration• Microsoft 365, SharePoint Online, Exchange Online, Teams, Yammer• Azure Services: Azure Automation, Application Insights Systems monitoring utilizing SCOM, ELK, and Azure’s Applications InsightsDeveloping business and internal process automation using a wide variety of technologies such as:• SCORCH, Azure Automation, PowerShell scripting, Power Automation• Messaging services RabbitMQ and Azure Service Bus for event-driven automation and work delegation to other teams• ASP.NET Core web API and .NET Core Windows services for more time-sensitive, resilient, and precise automation.• Git version control in Bitbucket and Azure DevOps

I was responsible for troubleshooting issues beyond the tier 1 help desk. I worked with multiple teams (Windows, Linux, Business Information, Networking) to help diagnose and repair issues that our staff or students were experiencing with the university’s systems. Some cases included assisting with diagnosing network connections, Active Directory user issues, and issues with printers and the print server. I was also responsible for asset management. This includes tracking, deployments, and evaluating technologies such as computers, networked printers, and classroom technologies.I tracked my work through detailed notes in our ticketing system, and I often had to multitask tickets and ensure completion in a timely and thorough manner.

I was responsible for client repairs, including diagnostics, virus removals, operating system installations, generic software fixes, hardware replacement, and data recovery. I was responsible for completing client repair requests thoroughly and efficiently with the company's tools. I worked on multiple units daily and kept detailed notes throughout the repair process. I brought the store's turn-around time from an average of four days to a day and a half. I trained new repair agents on repair processes and standard operating procedures.

I was responsible for the store's training and development of my Geek Squad team. I modeled and built behaviors in my group that would help drive company goals. I ensured my Check-in Agents had the knowledge, passion, and desire to help each client that came to Geek Squad. I taught and role modeled behaviors that promoted value in our services by giving proper repair demonstrations, handling all client concerns, and giving a personalized experience to keep a good relationship. I trained repair Agents in technical skills for diagnosing and repairing computers, skills to help manage large workloads efficiently, and behaviors that kept our clients in the loop throughout the repair process.My team was consistently in the top 100 out of 1000 stores in all KPIs.

In this role, I was a customer-facing employee. I would evaluate the client’s computer, work with the client on finding and replicating issues and recommend a course of action to repair or replace the unit. I also checked out completed units with the client, demonstrating all repairs and ensuring client satisfaction. This position significantly helped develop the ability to communicate technical information in a way the client would understand. In building lasting relationships with our clients, I had to make sure I captured the client's definition of what “fixed” meant, relay it to my team and ensure the completion of repairs to the client’s satisfaction. I developed the ability to handle upset clients and turn their stressful situations into a good experience while building trust.

Client facing Agent for Geek Squad. I assisted clients in providing proper services for their technology repairs and needs. Capturing the clients issues, both spoken and unknown. Ensuring the clients are aware of all required services and repairs in a manner they can understand.

Sold battery solutions to clients, making sure they meet their needs. Help other local businesses with their battery needs.