• General management of Mitel Cloud phone systems (MiVoice Business, MiCollab, NuPoint unified messaging) • Setting up extensions, ring groups, multi key buttons, and Voicemail boxes. • Experience setting up and supporting Mitel 5320 and 5340 model IP phones using the Mitel Cloud system. • Helped in the migration of multiple locations from old phone system onto the new cloud phone system• In depth support of Windows OS and Office 365 suite• Support of various vendor software used by field technicians (Detroit Diesel, Allison Doc, Diasys, Xentry etc.)• Imaging and set up of Dell Desktop, Laptop, and Rugged field laptops to be sent to end users using Ghost, and WDS• Large scale upgrade of Windows OS from Windows 7 to Windows 10 and Office 2010 to Office 365• Use of PDQ Deploy and PDQ Inventory to push out various software and updates to end users without interruption• Worked with Sophos Endpoint and Admin center• Deployment and management of Airwatch for employee owned phones• Management of all company owned mobile devices; ordering new and replacement smart phones for users using the Verizon Business portal, troubleshooting issues with mobile phones remotely, keeping records of phone numbers, user, IMEI, ICCID up to date in Service Now, etc.• Deployment of company owned Iphones using Apple DEP• Use of LAPS for managing local admin credentials• Support of Docuware and Doccubiz system, adding new users and managing existing users in Docuware Admin app, as well as support of the Docuware web app for end users• Support of Dayforce HCM• Support of SalesForce CRM• Support and use of SX.GUI and Karmak Fusion ERP software• Management of Meraki access points through the Meraki Dashboard website• Archival of user mailboxes via Mailstore Client

• Supported users during business system transition from SX.GUI to Karmak Fusion• Creating, managing, and removing user accounts in ADUC across multiple domains.• General Office 365 Admin portal management. Managing mailbox settings, groups, Skype for • • • business licensing (Teams), setting up shared mailboxes for monitoring, etc.• Supporting end users via Service Now ticketing system. Communicating via phone, Email, and IM.• Part of a 3 year consecutive “Info-Tech CIO Business Vision Leadership Award” IT team (2018-2020)• Providing strong customer service with an emphasis on quick and efficient solutions.

• Helped development with supporting Android platform (Screen type, memory, and versions of Android).• Tested all peripherals, including scanners, card readers, printers, cash drawers, customer displays, buzzers, Debit pin pads, EMV (Chip and Pin) card readers.• Tested all Credit Card payment processing (EMV Chip and Pin, Tokenization).• Provided security testing for credit card processing (Explained to Management/Development how one could sniff/steal card numbers, and how to avoid such actions).• Tested new versions of accounting software, provided support to development for SDK integration with accounting software.• Created InstallShield Install routines for all software. Created update scripts to migrate install routine packages to website downloads page.• Created all training documents updates, changes, and fixes for new software.• Created Development logs to be used internally and on a customer facing blog.• Created executable files for Java executable files (EXE4J), as well as services.• Helped setup workstations, printers, switches, and server rack.• Helped maintain Windows 2003/2012 AD network, Windows XP-Windows 7 workstations and Windows 2003 Exchange.• Created logon scripts for users to auto install software, anti-virus, map network drives and printers.• Provided helpdesk support to all employees, including support for QuickBooks 2012+, GoldMine, QuoteWerks, Slack, and full Office 2007+.• More..

• Handled more complex cases that tier 2 could not resolve• Walked the tech floor to make sure all techs were doing okay and moving their calls along• Helped train new hires as well as existing techs to move forward• Helped assist with special projects from QA and development• Took lead on implementing any new features or hardware (Moving to EMV chip card readers with two different Merchant service providers, implementing QuickBook Online for pilot customers and working directly with development to iron out integration etc.)• Set up an internal Wiki for the office to use as a knowledge base• Converted old knowledge base articles into a new format for the Wiki• Created new knowledge base articles for the wiki after implementing and documenting the setup process for new features and products

• Contacted customers via Email and outbound phone calls to resolve escalated cases from Tier 1• Helped tier 1 technicians on the floor• Supported new and existing customers .NET/Java based Point of sale system.• Supported QuickBooks, Peachtree (Sage 50 US), Simply Accounting (Sage 50 CA), MAS 90 (Sage 100), and BusinessWorks integration with the POS software.• Supported QuickBooks Online and Sage Live integration with the POS software• Modified XML and CSV files to integrate correctly into accounting software• Made manual changes to Access and SQL database to allow correct functions of POS• software and integration into accounting software.• Setup and troubleshoot Thermal/Impact printers, cash drawers, customer displays, debit pin pads, and credit card readers (Magnetic card readers).• Performed basic troubleshooting of Windows OS (XP, Vista, 7 ,8 ,10)• Performed basic troubleshooting of customer networks• Port forwarding of customer access points• Assisted customers remotely via GoToAssist, Team Viewer and other tools• Walked customers through setting up Thermal printers, Cash Drawers, and Pin pads over the phone • Took inbound support calls from the tech support que