Leading a team of 9 on the Service Desk for a international pipeline and high wire construction company serving several thousand Windows PC and iOS users. As a team we built out an entire patching and device management environment using Manage Engine Desktop Central (MEDC) for PCs, and AirWatch for the iOS devices that allowed us to migrate all device management away from the Infrastructure team so they could narrow their focus. The team took full ownership of OS image, and hardware management which has allowed us to reduce onboarding time for new users.-Took on patch management in MEDC due to lack of specific process, and created a process for the team to reference for all Windows PCs.-Became certified in the MEDC toolset and would train others in the environment to further enable them to support our user base.-Quickly learned to work with and become an Admin of the FreshService ticketing system allowing for refined and improved work flow processes to reduce repetitive tasks.-Trained several members of the team from technical toolsets to end user customer service, including acting as sounding board for issues/ideas.-Would work as a back up to the Audio/Video Specialist to support the Executive Leadership environment, including during meetings.-Occasionally would travel to sites throughout the country to resolve emergency concerns, collected issues unreported to the Service Desk in addition to fostering positive and improved working relationships with the IT team.-Windows OS/Office suite support, installed software support and management, hardware troubleshooting, desk setup, Cisco device and CUCM management are also regular aspects of the our support role.

-Multi-tenant in house DaaS environment, and various stand alone XenApp environments for several customers.-Azure based Citrix DaaS environment experience.-Standard DNS/DHCP, and cert management as needed.-VMware vSphere management for the DaaS cluster environment.-Windows server management and troubleshooting for OS instances 2008-2016.-Standards development through process documentation, report development, and light PowerShell scripting.

-DNS Management-Light Citrix administration-VMware VM server administration-Light Azure, and Hyper-V administration-DHCP Administration and troubleshooting-Server installation, upgrades, maintenance, and patching-Authorized to work on CJIS, and NCIC connected servers-Experienced with ransomware remediation, and server restorations -Active Directory, and Exchange Administration and troubleshooting-Monitoring/patching tools include, Nimsoft, Nagios, Kaseya, Heat/Lumension, WSUS-Windows Server management, and troubleshooting including 2003, 2008, 2012, 2012r2, and 2016-Standards development through process documentation, report development, and light PowerShell scripting

This position is a Junior level Sys Admin/Helpdesk environment. Typical workload can include:• Active Directory Administration including: creating, terminating and modifying accounts.• Exchange Server Administration including: creating distribution groups, user mailboxes, contacts, and public folders.• Managed hosting support of device alerts for Unix, Windows and LAN/WAN environment• Email filter administration via customer based spam filtration console (EdgeWave). • Remote desktop support.• Citrix/VDI support is basic desktop administrator admin to manage session issue.• Firewall administration• User account administration for Salesforce, Autonomy and AvidXChange.Additional task assigned as needed can include:• Server Administration and initial setup• Hardware imaging/re-imaging• Training of new team members

The IR Director is the main point of contact for industry vendors who wish to support, or attend the Phoenix Comicon. All Gaming Directors work shifts as well during the Con so we can maintain a presence for staff needs, customer concerns, vendor issues, and still have time to enjoy the fruits of our labor as well.

Mass PC/server imaging environment using custom Ghost, averaging 200-300 desktops and laptops a week. Diagnose and repair Lenovo, Dell and HP machines as needed.

This job processes the applications for Web Payments Pro, Virtual Terminal and the PayPal HERE card reader cell phone device for PayPal's Merchants. We work with the Large Merchant Services, Corporate Underwriting, Account Management and Risk Operations to ensure that all the business needs and tools of our merchants are met in a thorough and timely manner. Merchant Verification also determines if the applicant needs to have additional follow up from Merchant Solutions, Compliance, etc as needed.

The Limitations Department is, in essence, a first line defense for Fraud. Limitations handles in bound calls regarding user accounts that have been limited (restricted) due to activity by the user of unauthorized access. This position required a high level or skill in customer service, complaint and issue resolution, conflict management, security and fraud trends, and the occasional general customer concern (password resets, "How do I log in?", etc.)

Developed and managed paint subcontractors for The Home Depot's Paint Install program in the Utah & Arizona area. Focused primarily on business development for the individual subcontractors. In addition, recruitment, training & retention of the subcontractors, market development, Home Depot store associate training, customer issue evaluation & resolution were key elements of this position.

This position entailed a high level of customer service, merchandising, positive employee relations, detail orientation and accurate inventories. Regular follow up with installers, vendors and staff for training and customer service.

The Good Guys was a premier Audio/Video retail chain on the US west coast. In the Audio sales position, it was my job to ensure that our customers experienced the highest quality customer service and assistance in selecting products for their audio needs. Concurrently, I was entrusted to maintain and update all displays to ensure proper function and up to date technology for our customers. As I achieved seniority, I was asked to begin educating junior associates on technology and the sales process.