Asset Manager, Civil Engineer Specialist, Draftsman, GIS, Cassworks, Preventive Maintenance, Consent Decree.

Research and implement solutions to protect and secure networks, systems, devices, user information, and company trade secrets.Collaborate with HP/Lenovo/Microsoft partners on global procurement issues.Design and develop workflow processes to ensure successful delivery, configuration, security of SAW devices.Identify security issues, build security protocols to reduce the risk of attack.Project Manager responsible for decommissioning end of life SAW devices.Skills used include:Project Management, OEM - Vendor Relations, API Support, Network Security, Cloud Security, Microsoft 365, SNOW Repots, ServiceNow Administration, Data Analysis, Customer Service.

Responsible for supporting end users, networks, systems, third party and internal applications, purchasing, ordering, licensing, purchasing, printers, desktops, and workstations, Dayforce, Microsoft Exchange and email configuration, DNS issues, SharePoint, and SharePoint online administration, ServiceNow incident management and administration.Facilitate weekly meetings across departments, and external vendors to plan, design, implement and execute employee onboarding and off-boarding processes.Successful migration of company email and data to Microsoft 365.Successful implementation of the Intune Company Portal for external devices to securely access company resources.Support examples includeIncident management, ServiceNow Administration, Azure AD, Teams Administration, Windows Server, Microsoft Exchange Server, Microsoft 365 Administration, Workflow and Access Rights, Mobile Device Management, Compliane and Security

L2 Support Engineer for Microsoft Business Applications and VoIP customers.Owned and resolved complex technical issues: Hosted Exchange, Email, DNS, Mail-Flow, Office 365Actively listened to customers, asked probing questions, to determine root cause and implement a clear support path.Developed training courses and support documentation for staff.Monitored support calls to coach team members and enhance customer experience.Answered incoming support calls and chats from assigned queues. Answered support escalations from management team, front line agents and business partners. Identified unsatisfied support scenarios using a variety of methods to enhance customer experience.Successfully mentored new hires to bring up CSAT scores and win the JDPower award.

Support Engineer for all things Microsoft Office 365. Solved complex technical issues: Exchange, SharePoint, OneDrive, Endpoint, Teams, Azure

Answered 50+ customer calls and chats per day, exceeding team goal by 95%. This resulted in high customer satisfaction rating and an up-sell in Apple services and products.Support for:iCloud, Apple ID, SaaS, subscription-based services, mobile device management, hardware/software, CPU support, Incident Management, Pro Applications, AppleCare Warranty and replacement.

Tier II Help Desk Specialist, Team Leader, and Learning Management Systems (LMS) Administrator: Canvas, BlackboardImplemented solutions to enhance online learning and in-classroom trainings through Face-to-Face consultations, observing classrooms.Created course content and training curriculum for schools and departments, successfully raising customer satisfaction to 98%.As a Team Leader motivated, coached, monitored, measured team members according toUniversity policies. Instructional Designer for faculty, staff and support teams at The University of a Texas at Austin.Responsible for Learning Management Systems (LMS) implementation and administration.Created curriculum, course content and teaching strategies to enhance online course delivery, teaching in the classroom, and customer support.Identified areas of improvement using feedback forms, monitoring classroom delivery, and ticket systems.Enhanced Instructional Design Issues, syllabus development, teaching in the classroom, online learning.Developed clear division of duties to enhance customer support and experience.Prepared blended learning, hybrid courses and face-to-face training for university faculty and staff.Results-oriented team leader producing motivated, monitored, and measured in line with help desk targets and performance standards.My greatest achievement: bringing change to the university’s online teaching, learning and delivery.

Successful support for Windows Servers, Systems, Hardware/Software, Exchange Server Administration, Microsoft Office Suit, Imaging, Server patching / updating, onboarding, ordering, on-call support for distribution centers and end users.Organized and conducted IT SOX audit control steps to ensure WFM compliance with federal legislation.Coordinated migration of Wild Oats and Sun Harvest email accounts to WFM corporate email accounts; ensured completion without errors and ahead of schedule.Developed new hire on-boarding process including a detailed timeline for integration and to better understand duties, roles, responsibilities which reduce onboarding timeline by 2 weeks.Support Examples include:Systems Administration, Windows Server 2003/2008, Active Directory Administration, Symantec Enterprise Antivirus, Security and Compliance Solutions, SharePoint Administration, Exchange Administration, VoIP, Multi-Media and Design software, Endpoint configuration management.

Tier II support for Thinkwell customers, service/support, systems administration, and trainings, end users, exchange server, windows server, systems administration, desktop support, sales support and Account management.Served as a subject matter expert for company services, products.Promoted to sales consultant responsible for the Western U.S. sales territory.Traveled extensively to colleges, universities, city, and community colleges, presenting product demonstrations.Trained educators/faculty how to use educational software and other IT tools in classroom and online.Conducted needs-based analysis and assessment sessions to identify client needs and gather requirements.Provided successful white glove service for all internal, external co-workers, customers, faculty, and Department Chairs encountering complex technical issues, training and account management.Developed training content and curriculum for sales team and technical support staff.