Spearheaded the design, implementation, and maintenance of the dispatcher queue system in RingCentral, optimizing communication across 12+ offices.Successfully managed the migration of data from physical servers to OneDrive and SharePoint, ensuring data integrity and accessibility.Led training programs for new employees in the Help Desk and introduced new processes to maintain and enhance team efficiency.Conducted onboarding in a hybrid Active Directory environment using both AD and Entra/Intune, efficiently creating and managing user accounts.Developed and documented technical processes and knowledge base articles for various company software, including RingCentral, DUO, JAMF, and proprietary internal software, enhancing team efficiency and knowledge transfer.

Delivered in-person and remote technical assistance for client computers, printers, and label printers, ensuring prompt issue resolution and minimal downtime.Regularly travel out of State to set up new office infrastructure, including servers, Meraki firewalls, network switches, KVM, workstations, and access points, contributing to seamless office expansions.Managed user accounts in Active Directory and deployed Group Policies, maintaining secure and efficient network operations.

• Provide comprehensive IT consulting services to clients ensuring seamless operations.• Set up cameras, computers, and provided advice to enhance efficiency of computer systems.• Upgrade and replace hardware to the techincal specifications needed.

-Image, Provision, Encrypt, and Prepare computers for use throughout the company.-Review, edit, work tickets, and update assets using ServiceNow.-Create knowledge base articles for the entire ICS department.-Access and View Active Directory to troubleshoot issues

-Prioritize (SLA) tickets and adjust delegations based on the most urgent needs.

-Provided exceptional customer service, troubleshooting support, and product training to Canvas LMS end-users.-Create escalation tickets through Salesforce and JIRA.-Access the API of websites and use Postman to further troubleshoot issues.

- Coordinate with system administrators during system outages by distributing and collecting detailed incident reports, ensuring timely communication and resolution for the Operations team.

IT Service Desk Tier 2 Support:-Troubleshoot Student and Staff devices.-Create knowledge base documents for future use.-POB ticket management software

Merchant Support Representative:- Troubleshoot retailer’s POS systems- Teach retailers how to use leasing programsCustomer Service Representative:- Handle customer's leasing accounts- Collecting and arranging payments

- Pack and ship medical supplies to customers.- Send out up to 1000 envelopes and packages a day.- Lead 2+ members at the location.