Manage and handle all end user concerns through social media. Drive traffic and sales through social space by engaging customers and creating interest in our products while showing ease of support in the social realm. Maintain and cultivate relationships with other teams to strengthen partnerships and processes through those departments. Help refine processes to better serve customers and streamline results.

Provided Five Star end user support for business and residential network issues. Coordinated with multiple teams to help solve complex technical and order related troubles.

Oversee day-to-day operations/management of Microsoft Hyper-V, Exchange 2010, SharePoint, Windows Server 2003/2008, and Terminal Server management.Network Infrastructure: Cisco/Dell switches, Sonicwall firewall, Remote management, Microsoft VPN solutions, Log Me In monitoring.Dell Storage: NAS – Web application storage, SQL databases, & A/V file storage.Back-up/restore with Symantec BUE 2012Manage 2-3 Helpdesk staffProject Management and Accomplishments:Exchange 2007-2010 MigrationSymantec Endpoint Protection ImplementationRemote Application DeploymentDesigned and implemented a web based time entry systemSetup and support for remote locations and usersManage mobile account and devices for 150 linesResearch and implementation on mobile apps

Provided telephone and remote control support for users and executives on the Windows 2000 Operating System and Novell NetworkProvided computer maintenance, basic configuration and troubleshooting of workstations and servers Diagnosed local and remote hardware issues; ordered and replaced parts accordinglyHelped create instructional CD-ROM for remote usersCreated, Deleted, and Maintained email/user accounts for over 600 Franchisees using Microsoft Exchange 5.5 and 400 internal users on Novell GroupWise 5.5.Executed server back-ups with both Unix Scripts and Back-Up Exec.Worked to troubleshoot internal network connectivity and bandwidth issues Converted both local and remote users from GroupWise to Microsoft ExchangeProvided training to all users on software and hardware additions to their workstations

Assisted customers with installation of hardware and adding/removing of programsProvided hardware and software solutions over the phone to nationwide customers Addressed and resolved customer complaintsSupported home and small business customers using Windows 95/98/2000/ME/XPElected main point of contact for certain operational groupsContinuously communicated new fixes to other team members and managementChosen by management to be on Pilot Program for Desktop Streaming SupportAppointed Senior Technician of teamFamiliarized less knowledgeable team members with company policies and proceduresRegularly met with fellow team members to discuss departmental goals and ways of improving team performance Maintained sense of urgency on customer issues