• Support existing customers via phone and email and face to face communication ensuring clear accurate information is provided• Provide technical support or training for systems and networks for end users• Maintain internal SaaS applications continually configuring solutions to meet needs of end users• Collaborate with customers on testing (UAT) during implementation of various solutions• Identified and Implemented IT RMM and PSA systems currently being used by IT department• Consult with decision makers and vendors to recommend IT solutions according to business needs• Manage external and internal client projects from inception to completion• Collaborate with other professionals to maintain standards and functionality • Research and review industry trends to ensure competitive IT solutions • Communicate customer licenses and upgrade schedules by providing monthly reporting• Institute protocols for the use of IT across departments and projects • Provide orientation and guidance to users on how to operate new software and computer equipment• Perform troubleshooting, repairs, and data restoration

• Identified and implemented CRM to streamline workflows for Tech Service Sales team• Implemented monitoring and ticketing solutions to simplify end-user practices• Monitored system and network performance • Installed and configured software and hardware (printers, network cards etc.) • Monitored system and network performance on all devices connected to the networks• Performed troubleshooting, repairs, and data restoration for internal and external customers• Performed maintenance activities (e.g. backups, troubleshooting) • Set up workstations with computers and necessary peripheral devices (routers, printers etc.) • Checked computer hardware (HDD, printer, keyboards etc.) to ensure functionality • Ensured security and privacy of networks and computer systems • Identified computer or network equipment shortages and place orders

• Oversee a team of 5 Service Desk Technicians with a daily call volume average of 50 – 75 calls.• Manage all Corporate liable phones (1800+ lines) working with 3 major carriers on contracts and billing.• One of two Admins who maintain our MDM and DEP solutions for cellular devices.• Collaborated with Business Analyst team to build proof-of-concept solutions that aligned with the business needs • Collaborate with team members daily to strengthen skills in ticket documentation, problem-solving, and overall professionalism.• Oversee ticketing system, build new forms as needed, and provide regular system maintenance as needed.• Work daily inside of Active Directory – password resets, distribution group updates, security changes.• Work daily inside of Office 365 for end user licensing setup.

-Participate in the day to day testing of all ERP, Legacy and other internal development projects. -Create and maintain Test Plan and Test Case documentation to ensure they are up to date with corporate and IEEE standards.-Test for software anomalies and document those found using TFS to report them to the software developers.-Work hand in hand with the software developers and business analysts to ensure Test and Production Environments are up to date with the latest code.-Develop and maintain automated test scripts using AXeptance for Microsoft Dynamics AX -Work hand in hand with outside software vendors in the development of current and future projects.

Assisted with the filling and dispensing of prescriptions. Managed inventory and restocked products on a nightly basis. Assisted customers with their medications and questions.