-Leading and Planning for projects involving clients in the SMB market-High level escalation support for technicians-Documentation and Server specialist-Working with customers in multiple fields such as Medical, Government, and Non-Profit-Designing high level procedures and creating work plans for implementation on projects of any scale-Specializing in Server and Cloud migrations-Troubleshooting and supporting Sophos earning the Architect, Technician and Engineer Certifications-Final point of contact in most escalation paths-Working with a variety of vendor equipment such as HP, Cisco, Sophos, Dell, Samsung, and Canon devices-Handled server and GPO management and deployments-Designed print server solutions with low to no end user impact-Provided training and support for less experienced technicians to gain real world knowledge-Created lab environments to test and deploy POC techniques and policies

• Leading teams of 10+ in large-scale disaster recovery and asset redeployment.• Leading and supporting cross-functional teams replacing and upgrading software and hardware for 200+ projects based on an adaptation to customer needs.• Managing a portfolio of 10 clients ranging in the Nonprofit, education, government, and private sector operating in over 15 sites ranging 5-500 users.• Microsoft Active Directory support for end users• Managing Active Directory internally• Assisting primarily Small and Medium businesses with IT infrastructure• Working with employees at all level of business• Assisting in site moves including network equipment takedown and setup• Planning and deploying cloud based solutions for businesses and training of end users• Onboarding of new users including equipment setup and basic network resources• Offboarding of past users including equipment archiving and redirection of network resources• Keeping up to date in support for Microsoft, Dell, Cisco, Ubiquiti, HP, Samsung, Canon, and Ricoh products• End user Windows Desktop support• Copier setup and deployment• Basic Network troubleshooting for end users• Assisting end users with setup of new resources and access• Basic Microsoft Server troubleshooting and setup• Assisting in large scale IT projects affecting over 500 users• End user Smartphone support (Android and iOS)• Auditing and inventory of IT inventory• Ordering replacement or new IT equipment• New IT process creation and documentation• Participation in all levels of internal Customer Service and Support• Assisting IT Dispatching and schedule managing as needed

• Adhered to all confidentiality requirements at all times.• Always acting with a sense of urgency in response to the needs of the center.• Promptly responded to inquiries and requests from customers with accurate information.• Assisting fellow Agents, Supervisors, and Support Staff when requested.• Maintaining up-to-date knowledge of product and service changes.• Always assisting customers with the utmost respect in adherence to workflow standards• Referred unresolved customer grievances to designated departments for further investigation.• Assisting with service level changes and process feedback with implementation.• Help create and maintain procedure changes for internal or external processes• Strong response to feedback and communication for self and other staff

• Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up customer service agents.• Met all customer call guidelines including service levels, handle time and productivity.• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.• Strong leader of customer support staff.• Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services.• Followed-through on all critical inter-departmental escalations to increase customer retention rates. Resolved associate, tool and service delivery issues revealed by statistical reports.• Fostered an environment which encouraged continual process improvements. Updated customers from start to finish in an accurate and timely manner. Effective liaison between customers and internal departments.• Maintained accurate records of past due customer account activity.• Developed highly empathetic client relationships and earned a reputation for exceeding service goals. • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.• Designed strategic plan for component development practices to support future projects.• Consistently met deadlines and requirements for all production work orders.• Managed creative projects from concept to completion while managing outside vendors.• Aligned office departments and increased inter-department communication and data sharing.• Recommended network security standards to management.• Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.• Managed firewall, network monitoring and server monitoring both on- and off-site.• Recommended architectural improvements, design solutions and integration solutions.