Oversaw a 5-member team across the US and Canada in providing quality technical support to corporate users within published SLAs and to the highest satisfaction levels. Coordinated end-to-end management of customer issues, including initial troubleshooting, identification of root cause, and issue resolution. Managed Audio/Visual equipment, biweekly CEO updates, year-end conference, board meetings, and QBRs, ensuring team delivered against quarterly goals.

Provided day to day support to corporate end users. Created documentation for Corporate IT knowledgebase. Created or updated approximately 68% of the documents in the knowledgebase.Was instrumental in several large IT transformation projects:-Switching from Microsoft Office and Exchange to Google Workspace.-Implementing Zoom and Zoom Rooms-Migrating from Cisco to Zoom PhoneMassively updated the technology and setup in large meeting space.Creatively used equipment on hand in novel ways to deliver additional functionality to large events.

-Provided day to day support to our corporate end users.-Created User accounts in Active Directory using internal tools-Configured laptops for New Hires/Refreshes/Replacement-Audio/Visual Specialist Setup and assisted running large meetings Biweekly CEO Updates Board Meetings QBRs

Windows 7 upgrade and deploymentGeneral PC Troubleshooting

PC Deployment Project:Imaged and deployed approximately 150 desktops and laptops.Remote and in person data migration and Windows 7 upgrade.FAQ and New system Troubleshooting and Resolution.Contracted through Robert Half Technology

Worked a full time schedule as a volunteer to assist a team of two, to repair and upgrade the Diocese of Bridgeport School's network infrastructure. As well as prepare the school's technology for the start of the next school year.Traveled on-site to approximately 30 schoolsConfigured Fortinet Firewall devices.Created VPN tunnels.Re-addressed school networks.Re-imaged / repaired desktop and laptop computersPerformed light Active Directory management (Windows Server 2003, 2008)Configured DHCP and DNS parameters (Windows Server 2003, 2008)

Part of the ITS TSS East Location team, supporting the eastern US. Provided local support for the Norwalk office, and occasionally the New Britain office. Key responsibilities included: Prepping, distributing, tracking, and collecting loaner laptopsMonitoring group mailbox and generating/ working the requests received therein.Monitored Remedy queue, working issues as they arrived.Assisted in asset management and asset disposal activities.

Stocked and maintained merchandise on the showroom floor. Assisted sales force; recommend and matched products to the customers technological needs. Went on-site to deliver, set up, and troubleshoot, computers (PC & Mac), home networks, printers, and HD-TVs.

Prepared samples of tobacco product for potential customers, researched tax obligations for states in which the company planned to do business, or was to participate in trade shows in.

Helped customers locate what they were looking for. Stocked and maintained shelves, as well as working behind the registers.