The primary contact for all executive-level issues and requests.Resolving basic and advanced technical issues related to PC hardware and software, including software installations and upgrades.Reviewing and handling other VIP tickets when time permits.Supporting meeting and conference room technology, including conducting daily checks of equipment before meetings commence.Proactively identifying and resolving IT support issues to maintain a high level of executive productivity.Ensuring mobile devices and laptops are up to date and working for the LELT StaffSupporting the LELT group after hours

Led a team of 3 IT professionals in providing technical support, troubleshooting, and resolving technology-related issues. ● Increased communication within IT departments via meetings and proactive focus on decreasing silo mentality.● Managed IT assets and inventory including ordering equipment and meeting budget requirements.● Provided mentorship to the team to enhance their ability to meet and exceed service level agreements (SLAs).● Implemented ITSM solution to increase productivity and efficiently resolve client concerns. ● Oversaw various IT project work concentrating on security and process maturation.● Collaborated with cross-functional teams to identify and mitigate ERP software issues to minimize downtime.

Experienced IT leader adept at consulting, managing, and implementing diverse technologies across industries, driving profitable growth through project management and process improvement strategies, while ensuring customer satisfaction through timely query resolution and configuring/upgrading wireless networks and products. Exceptional skills in managing data servers, email, communication systems, software, and desktop support for seamless operations. Recognized for mentoring and coaching team members to achieve optimal performance and foster personal and professional growth.

Began and Service Desk Supervisor in 2014 and was promoted to Service Desk Supervisor II in 2016. Managed a team of 6 to 12 technicians. ● Increased ticketing system efficiency by 65% including reducing the number of open tickets to less than 10 per week. ● Managed the support team and ticket system for 3 to 5 international locations. ● Increased service desk department growth to provide high-level support for national and international business. ● Implemented robust maturation processes via constant alignment with business objectives and system functionality. ● Provided effective PCI training and compliance to increase awareness of data security policy and procedures. ● Educated end-users through implementation of security protocols to mitigate potential risks.● Resolved customer issues by establishing an interface between internal customers, key stakeholders, and vendors. ● Improved overall customer satisfaction score of 95% by monitoring staff, customer wait and issue resolution. ● Delivered leadership support in supervising various operations, including hiring, training, evaluation, and development of the Service Desk Technicians. ● Identified, prioritized, and resolved potential queries by implementing continuous improvement and suggestions for Service desk activities. ● Fostered strong customer relationships and maximized continual performance positive feedback through execution of effective framework. ● Aligned service levels and established performance standards through collaboration with IT Client Services to develop and manage escalation process; composed documents and metric reporting. ● Identified and orchestrated in-depth root cause analysis by producing statistical reports on IT requirements. ● Ensured approval of changes and implementations and monitored business impacts by orchestrating CAB meetings with various IT departments. ● Processed bi-weekly payroll for 12 team members.

Provided technical assistance and support to users, resolving hardware and software issues and documenting and escalating incidents when necessary. ● Identified and mitigated potential issues in a timely manner by supervising call center operations. ● Provided robust solutions by reporting and monitoring generated tickets utilizing ServiceNow. ● Created work instructions for printer and computer repairs and configurations resulting in fewer ticket submissions. ● Delivered expert-level hardware product support by coordinating with vendors. ● Resolved common network issues by troubleshooting through utilization of physical and logical diagnostic tools. ● Implemented and installed new user equipment, conducted equipment inventories, and updated associated databases.

Responded to requests for technical assistance in person, via phone, electronically• Diagnosed and resolved technical hardware and software issues with respect to Zebra label printers• Researched questions using available information resources• Advised users on appropriate action• Followed standard help desk procedures• Logged all help desk interactions• Administered help desk software• Redirected problems to the appropriate resource• Identified and escalated situations requiring urgent attention• Tracked and routed problems and requests and document resolutions in the ticketing system• Prepared activity reports• Stayed current with system information, changes, and updates with Microsoft Axapta software

Worked as Local Technology Coordinator Supervisor and added additional roles of CNA Department Chair and Instructor in 2011. Provided technical support, troubleshooting, and resolved technology-related issues. Supervised one technician. ● Drove assistance in repairing defected laptops for nationwide campuses to ensure seamless lab operations. ● Enabled smooth and secure channel communication by installing and configuring new servers and desktop systems. ● Centralized resources and security administration management and executed AD Group Policies for 550+ users. ● Improved curriculum and developed testing for CNA program by utilizing the Moodle program. ● Fostered long-term business relationships by collaborating with IT associates in network remediation projects. ● Installed and configured medical and dental software programs to assist students in achieving their educational goals. ● Delivered effective technical support training sessions and developed user manuals for new employees. ● Revamped and updated installation of new network devices, including servers, switches and WAPs.