Delivered exceptional customer service by addressing and resolving client inquiries and concerns effectively.Facilitated technical training sessions to enhance team members' skills and knowledge of the product.Analyzed performance metrics to identify areas for improvement and implemented strategies to enhance outcomes.Streamlined processes by identifying inefficiencies and recommending actionable improvements to increase productivity.Employed troubleshooting techniques to diagnose and resolve complex technical issues, ensuring minimal downtime.Fostered team leadership by guiding and motivating team members to achieve collective goals and enhance collaboration.

Provides level 3 and some level 4 advanced troubleshooting and resolution skills for supporting hardware/software technology devices.Provides advanced technical admin support for Firewall, Ethernet Switches, Wireless AP’s, Desktops, Laptops, Tablets, Cell Phones, Servers, Storage, Backups, Periodic Maintenance, IP Camera Surveillance, Printers.Provides advanced 3rd Party applications support for QuickBooks, Chrome, Firefox, Peachtree, Thompson Reuters, Patterson Dental, AppliedOnline, Macola, SQL server, SharePoint, Spiceworks, AppRiver, O365, Spam Filtering, Mal-ware, Anti-Virus, Web Filtering, O365, VMware,Microsoft Exchange, VPN Advanced Configurations, Firmware, BIOS, drivers, Operating Systems, Imaging software, Software/Update Deployments, EDR, Network monitoring, Server Log Monitoring, O365 Monitoring, Email monitoring, SAT, Secure DNS, Dark Web, andwireless networks.Provides functional and leads the technical support for Security incidents, vulnerability management, AD account creation, modification, deletion, server setup, log analysis, network connectivity, drive mapping, Hosted Exchange, file permissions, password resets and unlocks.Provides onsite and/or remote operational support for the customers to ensure timely, and effective resolution.Responsible for execution of the technical task to assure standards, security compliance, controls, and regulatory requirements are met during the setup, configuration, and implementation of the customer’s environment.Design, develop, implement, monitor, and identify opportunities to improve efficiencies within the complex processes, procedures, and controls which will enhance quality, service, and deliverables of the solution.Provide continuous and consistent leadership while communicating the status of complex operational issues, actions, and resolutions to the customer, sales consultant, CST management and vendors.

Manages IT operations within the organization’s portfolio of companies that spans over 12 states, 100+ locations and 1000+ employees.Design and oversee migration of core infrastructure from on premise to cloud environment.Source and administer cloud identity management software, replacing active directory completely.Implementation of MFA, SSO, endpoint management, software and patch management, M365 services.Source and administer a new cloud based service desk system encompassing remote management, mobile device management, asset management, standards for IT documentation, and IT automation.Creation of IT policies and procedures regarding security, compliance, employee responsibilities and corporate Help Desk operations.Primary point of contact for vendor support.Maintain inventory of all technology to include hardware, software, licensing, peripherals, and mobile devices.Primary point of contact and purchaser of company cell phone and other 5G networking devices.Manages issuance of keycards and key fobs and maintains security database of the corporate access control system.Assists other IT personnel on an as needed basis in system administration, network administration, firewall management, backup management, website management, and Help Desk operations.

Responsible for creating and maintaining highly efficient and robust manufacturing processes and systems.Attended Haas CNC Basic operator training, and Basic and Advanced CNC programming trainingHelped design and train production leaders on proper OEE practicesGiven Domain Administrator access and served as 1st level helpdesk support and liaised with contract IT vendorServed as Administrator for shop floor software to integrate automation into production processes including visual management via dashboards and reportsNew Paint Line-Designed and helped fabricate a new dip-style paint line (3 level) to replace an obsolete unit. The bigger line increased hanging capacity, increased drying time to reduce quality defects regarding surface finish.

Lead and participate in improvement projects utilizing root cause analysis and Lean and Six Sigma principlesCollect and analyze data from databases, spreadsheets as well as Tableau queriesPerform daily audits using access databases to correct Bills of Material and importing corrections into ERP systemTasked to find causes of material variances in our powder coat system. Used root cause analysis and Lean Six Sigma principles to conduct experiments in transfer efficiency and powder reclaim efficiency to fix errors in Bills of Material and increased efficiency of production and reduction of material. Researched additional equipment that would reduce powder usage up to 30% annually, with increases in both production and quality of parts. Projected cost savings in the first year of over $800,000Facility Planning (2019 – 2020)New contracts and product launches put our textured paint line over capacity. Was tasked to redesign the current system to increase capacity. Designed and implemented three paint lines in the same footprint as the original which increased capacity and production 200% Plant Layout Maps, Evacuation Maps, GIS site maps, Environmental Permits OEE Bill of Material Reviews (2019 – 2020) Met quarterly with Production and Plant Management to analyze the last quarter’s data and made recommendations to the Bill of Material to increase production while decreasing labor and material variances while tracking changes to the profit margins. Cost savings and cost avoidance were in excess of $3 MillionWindows Deployment Services (2019) Analyzed current imaging processes and designed new procedures to move from thick imaging to managed images via WDS (This lead to the IT department being able to rapidly image new machines or reimage for different departments across the entire infrastructure. This same system can do in hours what took weeks previously to save time, money, and labor.Other responsibilities include facility planning, APQP and OEE input.

Unique curriculum involving Engineering, Industrial Technology and Interdisciplinary Design with a minor in entrepreneurial studies.

Design, implement and document customized procedures for the Windows XP/7 migrationProvide customer support in a polite, courteous and cooperative mannerPerform support and problem resolution for applications, network, telephone and desktop PC'sAssist customers with technical issues, identifying, verifying and documenting problemsMake routine decisions and recommendations within established guidelines and proceduresEscalate unusual or complex problems or appropriate personnelMaintain inventory of IT related assetsComplete assignments efficiently and accuratelyAssist with system and network administrationAssist with installation, support, maintenance and documentation for desktop hardware and softwareTest and assist with implementation of technology solutions, including upgrades and new technologiesActively research and stay abreast of technology changes and trendsAssist with creating and maintaining technical documentation of process and proceduresReview processes and provide recommendations for more efficient use of available technologiesPerform system backups and restore functionsWork with and assist of IT staff members to provide effective customer service and support

Converted to digital Inventory control software from traditional paper copies.Ordered products from upstream suppliers for completed sales orders from sales staff.Established relationships with sales staff, external suppliers, vendors, and customers to make sure we had the right product in the right time in the right quantity.Redesigned warehouse and consolidated three buildings into one. This saved ordering time and loading time by 70%Oversaw day-to-day operations of warehouse and staff

• Oversee the day-to-day operation for assigned client networks including both physical and virtual network servers and appliances that consist of Windows XP/7/2003/2008 and SBS 2008/2011.• Provides support to staff as requested including performing scheduled network tasks, updating anti-virus definition files, monitoring network servers; providing internet and intranet user support, managing user accounts, profiles, file sharing, access privileges and security; performs daily server tape backups; researches, analyzes, monitors, troubleshoots and resolves server or data network problems and specialized training• Coordinating special projects including network related wiring plans, LAN/WAN hardware/software purchases, system installation, backup, maintenance and problem solving • Provides network and remote connectivity hardware/software support; maintains LAN user documentation including hardware/software applications, support logs and other related information • Provides clients with a specialized preventative maintenance plan for entire network and include excellent documentation and an appropriate action plan.• Researches and evaluates new technologies that tailor to client needs and expectations. • Keeps current regarding new hardware/software products for system enhancements

• Served as C-level Executive helpdesk support and Tier III Desktop support• Co-Sponsored Lean Continuous Improvement Project that would make the Desktop group more efficient and effective in all facets of support and customer service• Developed and maintain an inventory of all computer related components and equipment• Conducted research on desktop products in support of PC procurement and development efforts• Prepared, maintained, and upheld procedures for logging, reporting, and statistically monitoring desktop operations• Trained Desktop Administrators on proper company policies and effective communication with end-users in order to deliver required desktop service levels• Administered Microsoft Deployment and Windows System Update Services (WSUS) servers in an environment with approximately 7,000 users and 3,500 computers• Liaised with third-party support and equipment vendors• Developed long-term strategies and capacity planning for meeting future desktop hardware and software needs• Support environment of HP Desktops, Laptops, thin clients and tablet computers

Hardware/Software Upgrades & Installation Virus/Spyware Removal Wired/Wireless Networking Customer Education Services PC Purchase Evaluation Apple/ Mac OS Consulting Small Business Services

• Answered customer internet service problems via phone, email, and web interface• Achieved a low call-back rate due to solving customer issues effectively and efficiently• Troubleshot customer issues following accepted guidelines and procedures• Marketed items to customers that improved their internet experience• Assumed the role of Lead Support Technician when requested• Served as co-administrator for the Remedy AR Server • Served as administrator for and configured the Talisma Net-Agent system for netINS• Implemented, tested and administered Remedy and Talisma applications

The XVIII Airborne Corps is the corps of the United States Army designed for rapid deployment anywhere in the world. It is referred to as "America's Contingency Corps" and is the Army's largest warfighting organization. Its headquarters are at Fort Bragg, North Carolina.Coordinated deployments of 50% of Active Army forces including personnel, vehicles and equipment via air, sea, and rail.Established close working relationships with department heads both nationally and internationally.Briefed Executive staff at daily and weekly meetings.Served as Senior specialist for the department.Maintained security of sensitive documents and equipment.