Manage escalated support requests from global customers, collaborating with specialized teams to address technical issues and provide effective solutions.Spearheaded over 50 company application migrations from Shibboleth and developed strategic plans to streamline operations and improve productivity.Oversee the company’s Microsoft 365 environment serving as the Global Administrator, managing tasks to automate manual processes to support users across 10 countries.Communicate with the company’s leadership to determine training needs and lead training sessions for administrators across the globe, equipping them with the required skills and knowledge needed to succeed in their roles.Scope and prioritize activities based on business and customer impact and provide hands-on leadership, methodology, structure, and information necessary to coordinate decision-making and development. Handle the preparation of technical documentation, clearly outlining user and administrator processes to promote ease of use. Efficiently led the migration of 15,000 users from Google to Microsoft, executing steps to ensure a seamless migration.

Successfully managed user incidents to closure by utilizing ServiceNow and completed detailed reports outlining requests for technical assistance and steps taken to resolve them.Coordinated with different internal departments to prioritize incidents and minimize the time to resolve registered incidents, encompassing patching, tickets, and CVEs.Led the configuration, deployment, and administration of Jamf Pro and leveraged expertise to develop scripts to customize and manage MacBook devices, policies, and profiles; developed and deployed profiles for macOS, resulting in enhanced performance, security, and user experience.Utilized technical expertise to ensure user experience across both macOS and Windows operating systems.Confirmed optimal resource management and utilization by tracking and updating inventory regularly.

Oversaw the implementation of the company’s remarketing program and collaborated with internal teams to align with set procedures and processes.Championed the administration of remote Point of Presence (POP) locations while overseeing timely Hard Drive Removal and Recycle.Handled preparing comprehensive reports on equipment remarketing activities, providing valuable insights into profit-sharing opportunities, and presented reports to the senior leadership.Efficiently directed equipment pickup and remarketing processes by working closely with the company’s diverse global locations.

Tracked the movement and status of hard drives by utilizing Salesforce, maintained various records and documents, and assisted with drive management.Handled the complete clearing of drives using Terawipe Data Sanitation Platform and confirmed their suitability, reuse, or destruction.Managed the issuance of COD/CODD (Certificate of Data Destruction) for all drives; designed and built a thorough record-keeping system.Maintained the security of confidentiality data by completing overwriting drives to confirm data was completely eradicated.

Repair Printers from retail locationsTravel to Retail locations to install new hardwareSetup equipment in new retail locationsHandle 2nd level support calls from retail locationsManage Warehouse InventoryShip requested hardwareConvert Store locations to new Point of Sale systemInstalled Cat5 cabling in retail locations

Troubleshoot user problems with both POTS and VOIP phone systems over the phoneProgram Nortel phone systemsManage Cisco Communication ManagerManage Cisco Unity ServerSupport Polycom Video Conferencing SystemManage Metropolis OfficeWatch Call Accounting SoftwareFamiliar with Rivermine TEM solutionCell Phone/Blackberry user support with all Major Cell Phone providersWork with LECs such as AT&T, Verizon, and Qwest online orders, cancellations, and billing issuesExperience with Cisco Router and Switch hardware

Troubleshoot employee problems both over the phone and face to faceInventory control and repair of computer equipmentSupport, computer setup, and scanner configuration for Production Center with 25 computer setups (computer, monitor, keyboard, and barcode scanner) and 4 roaming handheld terminals as well as multiple Zebra thermal label printersSetup and installation of employee computersPrimary contact on office printer maintenanceAssisted Networking Technicians in troubleshooting connection problems Assisted Networking Technicians with both phone and Ethernet port installs and setup