• Leading member of a 12-person IT team supporting 8,000+ users at one of the nation’s largest security guard firms with 40,000 employees, offices in 46 states. • Successfully resolved 100 – 150 service tickets per week via FreskDesk ticketing system.• Provided software support for several software applications: Windows 10, 8, 7, enterprise level Google applications (G Suite Admin Console, Drive, Gmail, Docs, Sheets, Hangouts), WinTeam (by Team Software), Microsoft Office, Active Directory, Junos Pulse Secure VPN, IBM AS-400, Trend Micro Security Agent, Malwarebytes, multiple web-based applications, Internet browsers (IE, Chrome, FireFox).• Provided remote support via GoToAssist, TeamViewer, RDP.• Performed remote installation of printers (networked and local), scanners, monitors, driver updates, scanning and removal of malware. • Performed hardware break fixes on laptops and desktops. Imaging and reimaging of hard drives, laptop screen replacement, hard drive replacement, and RAM replacement.• Resolved VoIP related issues stemming from both hardware and software, VoIP phones, and computer-based VoIP application. Programmed phones (Obihai), in addition to guiding users through troubleshooting• Refurbished used laptops and desktops to be deployed back into the field.• Entrusted as Google / G Suite Admin (company Gmail, Drive, Docs, Sheets), Active Directory, Junos Pulse Secure Admin, AS 400 Admin, DialPad VoIP admin, WinTeam Admin, Cisco Meraki Admin.• Received Customer Satisfaction Ratings of 99%+ positive each month.• Managed company hardware inventory.One of three team members selected to transition 160 branch offices to Voice Over IP (VoIP). Gathered ISP and PSP contract, billing data, user rosters. Transitioned offices to DialPad VoIP platform as Dialpad admin, created documentation for users to program and operate system. Programmed VoIP phones (Obihai). Guided users through installation of Cisco Meraki WiFi Access Points.

• Performed multiple and varied IT tasks at different locations across Southeast Michigan, which include: Flint Public Schools, Lowe’s Home Improvement Stores, Taco Bell Restaurants, Sun Communities, and U.S. Security Associates.

• Monitored database servers via multiple tools at a Database Administration firm.• Performed troubleshooting on Linux and Windows based systems using Mac / Apple computers.• Escalated problems to in-house and client-side Database Administrators when necessary.

• Member of 8-person team that provided tech support to thousands CNH Industrial employees, a publicly-traded multi-national manufacturing corporation in an enterprise environment. Supported upwards of 8,000 users, 8,000 computers, and 1,700 corporate cellular devices.• Provided support via telephone, remote desktop access, MS Lync, email.• Handled 20 to 50 incoming tickets / day, related to hardware and software. PCs, Tablets, Smart Phones, Printers, other peripherals.• Utilized CA (Computer Associates) Ticket Handling system.• US MS Lync and TeamViewer for remote sessions.• Software: handled issues related to Windows 7, Windows 8, all elements of MS Office 2010, 2013, 2016 (Outlook, Word, Excel, PowerPoint, Lync, OneNote, Access, Publisher), dozens of other programs and web-based applications, Java, VPN clients, Security Software, device drivers, Internet browsers, large scale hardware and software rollouts. • Addressed issues related to Network connectivity (Ethernet and Wi-Fi), passwords and permissions, software licensing, Microsoft Exchange servers, server outages, specially designated executives, production-critical assets, malware incidents. • Handled requests for software installations and upgrades, new and replacement assets / computers, peripherals, network drops, data backups, Firewall exceptions, administrative rights, imaging and reimaging of computers, new and replacement cellular devices (Android and iOS / Apple), software installations / upgrades, hardware installations / upgrades.• Exceeded expected metrics in nearly all categories and was at or near the top of all team members in most.• Received outstanding monthly performance reviews, which are available for review.• One of three team members who received Knowledge Base training, passed its exam and permitted to modify the KB. Authored new KB documents, updated and improved existing ones, and retired those no longer needed.

• Performed technical troubleshooting for Apple iOS products via remote sessions and telephone. • Provided support for Apple iOS devices, including iPhones, iPads, and iPods, involving both hardware and software, printers and other peripherals.• Helped customers with wired LAN (Local Area Network), WiFi, and cellular connectivity problems.• Worked with customers to configure and repair email issues, which may involve IMAP, POP, and SMTP settings, finding and inputting correct server information, and port configuration.

• Desktop PC hardware troubleshooting – hardware, software. Hardware: diagnosis, isolation, troubleshooting, installation, replacement of sound cards, video cards, network cards, power supplies, system fans, RAM, CPUs, motherboards, hard drives, wired and WiFi network cards. • Software Management: Performed Windows upgrades, MS Office upgrades, updating of drivers, removal of bloatware. Performed troubleshooting on malware infected computers and pro-actively implemented measures to prevent infection of other systems.• New PC / system builds. Installation of motherboard, video cards, sound cards, network cards, power supplies, fans, CPUs, RAM, hard drives. Installed Operating Systems and other attendant software. • Network installation and troubleshooting. Installation and upgrading of small business wired networks and WiFi. Cabling, workstation configuration, establishment of security measures, consultation on equipment purchases, placement of Wireless Access Points. Deployment of WiFi availability for business users and guests.

• Designed, built, and maintained Local Area Network (LAN) and Wide Area Network (WAN) for 10-person insurance agency. Responsible for entire network infrastructure, workstations, servers, printers, other peripherals.• Substantial Project Management experience.• Created and implemented budgets, approved all IT expenditures. • Designed, created system for creating, tracking, monitoring customer service tickets.• Authored, disseminated, and distributed usage and network policies, procedures, and rules for use of individual workstations, and network. Monitored conformity to maximize efficiency, standardization, compliance, and budgetary restrictions.• Managed operation of and connections to 3rd party hosted insurance agency management software program. Held responsibility for all compliance-related issues, software licensing management and maintained all necessary documentation.• Performed server and workstation backups, using tape drives, DVDs, and offsite storage software via FTP and 3rd party backup programs.• Was sole point of contact with 3rd party Software as a Service (SaaS) provider, which provided our mission-critical insurance industry specific software application. • Managed SaaS virtual environment, set policies, added and removed users, set security protocols and managed permissions. • Prepared all user systems and servers for SaaS product upgrades and roll-outs of new products and features. • Point of contact and responsible for all software roll-outs and upgrades. Proactively prepared systems for upgrades, confirmed hardware compatibility, kept staff informed and educated on all changes. Reported to SaaS provider.• Held sole responsibility for all connectivity concerns related to all operations: SaaS, VPN, LAN, WAN. • Vigilantly remained informed of security issues concerns related to private customer information and proprietary business data. Implemented and maintained systems and procedures to ensure safety and integrity of all data.