The Systems Administrator for Coca-Cola's Apple device management solution, Windows configuration management solution, cloud document collaboration solution, and endpoint back-up solution. I am also the back-up mobile device management administrator. I have experience working with change management, ITIL, and ticketing systems like ECAPS, Service-Now, and Remedy. I use scripting languages like Bash, PowerShell, and batch to automate administration of the above platforms to stream line and speed up business processes.

Service Transition Analyst is a role responsible for:-Working with project teams to identify support work that can be performed in the Global Support Center. -Helping to create and facilitate training to teams with-in the Global Support Center.-Ensure that proper documentation is created or provided for all transitions.-Work with higher level support teams to pull-left support from higher level groups to bring support closer to the customer.-Create automation to bring complicated or lengthy work into scope for the Global Support Center or Self Service. Languages utilized are PowerShell and CMD.-Shift-left support within the Global Support Center's various tiers to deliver support to the customer as quickly and correctly as possible.-Develop and implement process changes at the Global Support Center to support Continuous Improvement Initiatives.-Monitor and drive vendor to meet SLA's around ticket quality and process adherence.-Aptitude for integrating technical knowledge and methods of support with the business' need to deliver closest to the customer support.

Assist and train team members with existing and new technologies. Interface with project teams to transition knowledge to global support (1st and 2nd level) for new applications. Provide 2nd level support to customers directly. Assisted in transitioning 3rd level support tasks down to 2nd level using automation tools and PowerShell scripting. To prevent over loading of the 2nd level support team I also routinely transitioned 2nd level tasks down to 1st level support after a similar automation and scripting process.

Lead desk is a Major Incident Management role responsible for:-Coordinating response from support teams for IT outages and other impactful incidents-Establish business impact-Drive incident resolution based on business impact-Communicate major incidents to all relevant levels of leadership and stakeholders in the organization and continue to provide updates around current status-Convert highly technical troubleshooting into business terms-Identify and pursue multiple threads at the same time -Ensure proper documentation and timeline keeping of the incident for subsequent debrief-Conduct debrief and lessons learned sessions for each major incident

Supported the BlackBerry Enterprise Sever, Exchange, Outlook, and SharePoint tools for Coca-Cola Refreshments.