· Implement new network architecture with Granite products to customer satisfaction· Lead/Drive technical calls with customers regularly with other Granite resources/teams· Document agendas, deliverables, diagrams, configurations, and the like· Assist customers in any new initiatives, moves, adds or changes for account lifecycle· Facilitate troubleshooting or problem solving as challenges arise· Steer customer into best practice operatives within Granite’s advanced data/network services· Coordinate resources to help support all technical aspects of a customer’s needs· Answering product related queries in a timely manner· Support customer onboarding of new technology by walking them through new portals, services or reporting features

- Provide IT Onboarding and Compliance for a large Managed service provider. - Outstanding communication and management skills; demonstrated background working well with others in one-on-one and group settings while ensuring corporate policies and data privacy principles. - Superior analytical and problem-solving abilities, with track record of improving operations through Knowledge based articles and Weekly NOC Knowledge transfers in IT onboarding and Compliance positions. -Manage and maintain multiple Firewalls, Switches, Servers, and workstations for a large Managed services corporation. -Administered operations of mass deployment of patching updates and anti-virus implementations of thousands of endpoints. -Manage mail server and collaboration environments including Office 365 & on-premises Exchange. -Manage Active Directory infrastructures including object management, security policies, group policies. -Collaborate with 3rd party vendors and service providers to establish new services and resolve stability and availability issues. -Direct responsibility for the support, engineering, up-time and integrity of customer environments, specializing in virtualization, desktop/server systems and LAN/WAN appliances. -Has hands-on responsibilities, providing advanced support and knowledge sharing in all technological aspects located in house and at customer sites. Responsibilities also include server support, client ticket remediation, adherence to company and departmental process and procedures. Must communicate proactively with team, management, project management and clients to ensure issues and solutions are documented, clarified, effectively addressed, and resolved with appropriate urgency. Ensures client satisfaction, maintains accountability throughout resolution, including issue delegation or hand-off.

• Provides Level II Support Globally for the #1 merchant acquirer providing credit card processing services for small/large businesses and national financial institutions• Provides Advanced Troubleshooting Skills across multiple platforms with users to identify hardware, software, and system troubleshooting with one-time call resolution of merchants POS equipment• Supports updates, and maintains IT hardware, software and application products • Responds to work requests regarding installation, configuration or maintenance of client software and the deployment of new technology releases, patches and virus remediation, troubleshooting, and software repair• Supports Application Maintenance, Software Installation & Support, Hardware Infrastructure, Technical Troubleshooting and General Computer Competencies, Customer Support Policies, Standard & Processes, Service Request agreements and Management Processes• Communicates with exceptional written and verbal communication skills with customers, stakeholders, and technical specialists• Coaches, trains and mentors less experienced Analysts• Experienced in a rapid paced, time sensitive, high-quality environment providing superior attention to detail with minimal supervision while integrating individual and team building skills for the benefit of corporate goals• Evaluates and integrates new hardware configurations and provides support of client technologies on workstations, POS Systems, and peripherals

• Supported application, IT hardware and software products. Diagnosed and resolved problems using documented procedures and checklists. Handled problem recognition, research, isolation and resolution steps. May require follow-up but can handle most issues without escalation to a higher level of expertise. Support is related to external clients. Requires extensive knowledge of the organization, products, and/or services• Responded to inquiries of a technical or complex nature, which are non-routine and require deviation from standard screens, scripts and procedures requiring independent thinking• Functioned somewhat independently, under general direction• Technical Troubleshooting• Help Desk• General Computer Competencies• Customer Support Policies standards & Procedures• Customer Support Service Agreements• Service Request Management Process• Knowledge of Customer Support Function

• Management responsibilities include, but are not limited to: hiring, terminations, coaching, training, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity• Responsible for assigning and managing employees to ensure the safe and efficient animal care, maximizing operational quality• Analyzes operational performance through direct observation, interpretation of reports and collaboration with others.• Investigates, resolves and/or escalates customer service issues, as appropriate• Offer sales and services to prospective clients via face to face consultations • Maintain existing accounts while aggressively pursuing new leads• Launched and executed successful small business marketing campaign

• Accomplishes accurate and timely selection and inspection of assigned packages and the subsequent on-time delivery of critical shipments• Seeks additional business from current customers and attempts to gain new business; passing leads to sales department; informs sales department of significant changes in customer use/competitor's actions• Offered customers new and existing services, to maximize their logistic efficiency • Acted as first string backup to Station Operations Manager• Handled all paperwork of restricted articles as the Dangerous Goods Coordinator• Responsible for training new employees regarding job duties and performance expectations and ensuring compliance with FXG policies, procedures and other training requirements, including but not limited to training related to quality assurance, SWAK, hazardous materials, and dock safety• Plans, organizes, staffs, directs and controls specific day-to-day operations within the station or hub• Leads daily employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals• Participates in the development of and responsible for administering company employee relations strategies, including maintaining the confidentiality of such material and matters• Participates in the development of and responsible for administering company safety strategies and programs