• Assist and managed software/hardware installations, upgrades, and decommissions (IMACS).• Train end-users and staff on unfamiliar technology – laptops, desktops, tablets, and phones.• Implement process improvements to increase capacity, reduce problem tickets, and streamline incident management. • Manage users and groups in Active Directory successfully reducing the burden on the End User Services group and creating the capacity to facilitate faster resolution of urgent incidents.• Utilize SCM\PDQ to complete remote desktop troubleshooting and software deployment. • Manage ticket tracking systems and review incident reporting and resolution documentation.• Create “lessons learned” knowledgebase from resolved trouble ticket documentation increasing the first-contact resolution rate.• Break/Fix repair of PC and Mac Laptops and Desktops. • Perform installation, configuration, diagnostics, and servicing of mass storage systems, servers, and networking equipment.• Manage and maintain consistency of software configurations for the AWS & SOE environments.• Manage VOIP phone users, hunt groups, shortcodes, incoming call routes, time profiles, and auto attendants within 8x8.• Manage the PC refresh program transferring all user data remotely and installing required software applications.• Work with domains and network protocols such as TCP/IP, DHCP, and SNMP.• Analyze, diagnose and resolve problems on hardware, software, OS, applications, and devices.• Interface with in-house customer service and user setup personnel to determine solutions.• Implement and maintain DHCP, GPOs, file permissions, and shares.

• Responsible for hiring, training, and continued development of service support teams. • Assist and managed software/hardware installations, upgrades and decommissions (IMACS).• Train end-users and staff on unfamiliar technology – laptops, desktops, tablets, phones and PDA’s.• Create analytical dashboard reports to evaluate improvements of business processes. • Provided PowerPoint and Excel spreadsheet reports to leadership outlining team performance, ticket aging, ticket backlog and outcome.• Implement process improvements to increase capacity, reduce problem tickets, and streamline incident management. • Manage users and groups in Active Directory successfully reducing the burden on the End User Services group and creating the capacity for them to resolve more important issues.• Utilize SCM to complete remote desktop troubleshooting and software deployment. • Manage ticket tracking systems and review incident reporting and resolution documentation.• Create “lessons learned” knowledge-base from resolved trouble ticket documentation increasing first-contact resolution rate.• Break/Fix repair of Dell and HP Laptops and Desktops. • Repair and replace Dell/HP/ Lenovo hardware parts on Desktops, Laptops & Tablets • Performs installation, configuration, diagnostics, and servicing of mass storage systems, servers, and networking equipment.• Provided field support, repaired and troubleshoot laptops and desktops.

• Led a team of 57 Senior System Administrators responsible for managing all major and complex incidents and outages to facilitate swift resolution. • Responsible for hiring, training and the continued development of service support teams. • Led team to ensure ITIL best practices are delivered through Service Excellence and SLA attainment and inter-departmental OLA's are achieved - met all SLAs within 3 months and exceeded them within 6 months. • Handled incident escalations and managed the Center of Excellence Level II/Tier 2 Service Desk Team tasked to provide voice, chat, and email contact support requests.• Managed Enterprise Collaboration/Email System Administrators and User Support Service Ambassadors.• Maintained high levels of operational status to ensure productivity and client retention and spearheaded efforts to successfully turn around underperforming individuals. • Participate and Lead in Daily Scrums of Service Delivery Development to improve team effectiveness and productivity. • Active support of Shift Left/First-Contact Resolution initiatives• Oversaw the development of global training materials, operating procedures, training classes, and peer-to-peer coaching for all support teams to create team proficiency • Participated in Process Review committees with cross-functional senior leaders and executives to successfully change the operational model of the company. • Performed root cause analysis (RCA) which drove improvements in our standard procedures and support and end-user training processes. • Break/Fix repair of Dell and HP Laptops and Desktops. • Repair and replace Dell/HP/ Lenovo hardware parts on Desktops, Laptops & Tablets • Performs installation, configuration, diagnostics, and servicing of mass storage systems, servers, and networking equipment.• Provided field support, repaired and troubleshoot with laptops and desktops.