Tier 1, 2 and 3 technical support for hybrid model 500-900 employee telehealth start-up with end users and partners located throughout the United States and territories. Administration of all cloud applications, products and services, including Google Workspace, M365 (EntraID, Intune, Sharepoint/O365), Atlassian (JIRA Software, JSM, Confluence) VoIP, IdP, web conferencing technologies. Asset management, endpoint management, onboarding/offboarding and license management for all users/endpoints including managing asset retrieval and inventory management. Conduct quarterly/annual access audits to reduce costs as well as to maintain compliance for HIPAA and SOC 2 Type 2 Certification. Vendor contract negotiations, auditing and evaluation for all current and proposed software/hardware/SaaS/VoIP. Identify, research and resolve technical problems and proposed solutions for on various platforms utilized within corporate and remote operations as well as maintain IT KB and end user KB solutions. Document, track, and monitor end user reported technical issues to ensure resolution within customer/client SLAs via JIRA (JSM) ticketing portal as well as JIRA Project creation/design/automation and maintenance. Implemented and managed an effort across all departments to create, configure and maintain a Virtual Agent using JSM and Slack intergration for company wide use for information, troubleshooting and assistance.

Endpoint Engineer for M&A Carve Out, Migration and Implementation of new Azure Tenant, Azure AD Administration, VMWare Workspace One Administration and Implementation (setup environment, create baselines/policies/scripts/Provisioning), O365 Administration (including Sharepoint Admin, Power Bi Admin, Exchange Admin), SAP, Windows 10 environment. Review of current hardware, OS version compliance, Intune policies, Anti-Virus (Windows Defender and Microsoft Defender ATP), O365 E3 and M365 E3 licensing compliance and process planning. iOS and Windows 10 MDM planning and implementation, Desktop/Laptop/Mobile Migration Hyper Care Support, Technical Documentation Creation for end users and internal SOPs. Change Management. Asset Management CMDB Manage Engine. IT Service Desk management for IT team in Manage Engine Service Desk Plus. Licensing acquisition and assignment. Mobile device acquisition and management.

Performing various technology support jobs such as product acquisition of hardware, personal computers, software, printers, etc. for small businesses and performing management and troubleshooting of endpoints, wifi and access points, printers, system backups and restores, telephony, etc. on an as needed basis.

Contract Tier III Technical support for AT&T Disney conversion to Cisco Wifi Networks. Duties included Helpdesk troubleshooting calls, inventory calls and planning for migration at various Disney sites.

Contract Tier II Technical support for AMD. Duties included Helpdesk troubleshooting calls, personal device setup and transfer, new user equipment setup and configuration (phone, PC and laptop), Active Directory User and Computer managements, MDM.

Tier Two and Tier Three Endpoint Management and technical support/troubleshooting (ServiceNow) and support for 500+ users in Austin, San Antonio and Dallas, TX as well as On-Call support rotation for all sites within the United States. Multi-platform front end user environment primarily Mac OSX, Windows 7 and Windows 10. Windows Server 2008/2012 back end support and administration, Backup implementation and monitoring (HP Data Protector, Dell AppAssure). Network Administration through Active Directory, Wireless Network Administration (Aruba and Cisco), Telephony installation and Administration (Avaya), File and Print Server Administration, Active Directory Forest Migration. Inventory control and distribution of all IT equipment, hardware installation and troubleshooting, Asset Management of physical and software assets (Service Now), vendor negotiations and contract compliance and quarterly IT Governance Audits of physical and network security. Endpoint Security/Encryption/Anti-Virus/Malware using Symantec Endpoint Protection administration.

Tier Two and Tier Three endpoint management and technical/troubleshooting and support for over 350 Users, state wide, in all hardware/software areas within Windows 7, Office 2010, Adobe Creative Suites, Adobe Professional, MAC OS 10.4, and a large variety of specialty software and database applications. Building/Maintaining/Upgrading PC Master Image, writing end user documentation for upgrades, new applications, troubleshooting, research and acquisition of all client software, printers, scanners, and varied computer related devices including yearly audits of assets and license compliance. Network/Server Administration includes Exchange 2003, Server 2003, Server 2008, Print Server Administration, End Point Security, Blackberry Enterprise Server, CA Service Desk Administration, Group Policy and Active Directory. Endpoint Security/Anti-Virus/Malware Admin using McAfee Enterprise Server Administration

Single technical contractor in charge of on-site hardware refresh of all PCs and data migrations for OS upgrade from Windows 2000 to Windows XP for all USPS offices within Austin and Houston Texas.

Client side technician for installation and migration to Microsoft Exchange in Austin, TX for the US Senate.

Participated in a client-side software upgrade rollout on a Compaq project forZeneca/GB Biosciences as part of a company wide IT services transition and SMSinfrastructure upgrade.

Participated in the Compaq Exchange Migration Team for the corporate-wide emailmigration from various Lotus CC:Mail implementations to the newly establishedenterprise level Microsoft Exchange network at Charter Communications sitesnation- wide. In addition performed advanced troubleshooting at the client, server,and NOS levels. The assignment required great organizational attention, broad client contact, and required heavy travel.

Performed remediation analysis of General Motors procedures and system statusesin preparation for Y2K. Analysis followed a process of preliminary informationgathering and filtering, repeat correspondence and a site interview coveringPC/Server, LAN/WAN, telecom, and video conferencing resources. Great attentionwas placed on identifying crucial system interdependencies in addition to hardwareand software version and revision considerations.

Technical liaison for Program Manager at Capital One Corporation for HireOne HR software conversion at coporated headquarters in Richmond, VA.