•Manage the day-to-day operational responsibilities for the helpdesk, account provisioning, license management, equipment procurement, and IT operations.•Infrastructure planning and maintenance.•Verify technology standards and best practices are maintained across the organization.•Recruit, coach, and develop a high-performing team for IT Support Services; Prioritize and align resources.•Project Management: Establish requirements, document process, and manage user relationship.•Create technical documentation and user training materials as needed.•In conjunction with the Director of IT Services.•Manage IT Vendor relationships.•Manage maintenance and monitoring of third-party software applications•Contribute to communication strategies for the department.

Exchange AdminGsuite AdminDropbox AdminBox AdminSalesforce AdministratorJamf AdminVideo/Audio Conferencing AirWatch AdminSet up Phones, New Hires, Terminations.SCCMBack Up PC + MacInventory Asset ManagementDeploying/managing anti-virus and cloud back upGroup PoliciesServer/workstation patchingDisaster recoveryMonitor TicketsDiagnose problems requiring physical interaction with onsite and remote users.Helpdesk SupportMS Office 2013/16 applications, Win 7, Win 10, Office365, Windows Server 2016 R2 and Active Directory. Vendor InquiriesIT PurchasesSupport Multiple Offices Office Moves

Helpdesk Support for 5 different companies.All companies had different tools/ticketing systems.Averaged about 30-50 tickets a day.Provide comprehensive technical support services to support center customers in Brazil.Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc. Proactively seek and possess business acumen for all clients supported Maintain technical proficiency in all applications utilized by clients supported Participate in all company organized training events Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel Organize and utilize all support resources provided including emails, documentation, contact lists, etc. Perform customer support related tasks and special projects as assigned by management Liaise as necessary interdepartmentally to seek resolutions to all issues reported Participate in client events, as appropriate (resource on site, client training, etc.) Excellent verbal and written communication skills Customer Service Skills Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Competencies Adaptability Analysis Customer Service Orientation Functional Job Knowledge Initiative Judgment/Decisiveness Managing Stress Negotiation Oral Communication Persuasiveness/Influence Planning and Organizing Technical and Professional Competence Work Standards Written