Well versed in Information Tech, Diversity and Inclusion, Civil Advocacy, and Event Planning.Providing Diversity Equality Inclusion (DEI) Consultation, IT Support, IT Training, and Small Business Development Consults.

- Supporting All Technical Operations: GSUITE Management, Google Voice, CMS, Action Network, ThruTalk, ThruText- Train and Manage 70+ Volunteers on ThruText and ThruTalk Applications- Track Statistics and Performance KPIs on the Volunteer Group- Calculate Performance Volumes to project Potential Volume for Bids and Grants- Technical Writing, Image/Audio/Video Editing, Presentation Creation

Executive Support, Product Research, New Hire IT Training, Knowledge Base Management, Ticket Assignment, Ticket Quality Assessment.

- Tier 1 -3 Support on All Technical Issues (Support provided via Phone, Email, Remote Session, and Dispatch/Desk Side)- Handles a Variety of Projects including Equipment and Software Roll-outs- Investigates and Builds Knowledge on new Technology and Procedures

Management - Redesigned and Implemented a combined Service Desk Team(Composed of NOC and Help Desk Personnel)- For a Team of 26: Managed PayRoll, Scheduling, Training, and Reporting- Within the 24/7 Environment: Contact Person for Off Hours Operational and Client Service Issues- Reports on Inbound Calls, Ticketed Activities, Performance- Designed and Implemented strategy to Improve BillingTechnical- Handles Tier 2 Escalations (Tier 3 being System Administrator)Communication- Trains Technicians on Client Communication, Creates Email Templates, Creates Technical Documentation.- Handles High Level and VIP Customer Communication

Providing first response outsourced Technical Support for clients, primarily in Hedge Financials. On a team serving a customer base of approximately 400 companies, located primarily in NYC but includes remote and international offices.Office VisitsHome StopsPhone, Email, and Remote SupportAs part of a full service support solution duties entail troubleshooting, tracking, escalating, and reporting on every issue from start to finish, whether first tier resolution or otherwise.

Creating and Maintaining a training curriculumn to facilitate the appropriate support for technicians assigned to the relevant accounts. Coordinating a support set with clients and verifying that technician and customer interactions are handled with the appropriate skills and knowledge.Account Management includes- Sharepoint Portal Management - Account Reporting: Call Statistics, Inventory, Trend AnalysisTraining- General IT Skills: Hardware, Software, Peripherals, Networking, Cloud/Web Based Services- Creating Training Materials and Maintaining a Knowledge Base for standard proceduresClient Communications- Conference Calls- Weekly/Monthly Reviews and Updates- On Site Meetings and TrainingTechnical Troubleshooting- Researches and Resolves Escalations from Level 1 and Level 2 Technicians

Remote Session (Bomgar, RDR, Team Viewer, RAdmin, SCCM, NetMeeting) Active Directory Password Reset Software Update/Install Virus Detection and Removal Troubleshooting o MS Office Applications (Outlook, Word, Excel, Power Point) o VPN ­ Network Connect, Citrix, Cisco o Windows (XP, Vista, 7) o Lotus Notes (8 & 8.5) o Mac OS 9x -10x (Cheetah ­ Snow Leopard) o iPhones, iPads, Blackberry Devices o Peripheral Devices (Printers, Scanners, Faxes, Cameras, Mice, Keyboards, Monitors, Projectors) o Connectivity (AirCard, Router, Ethernet, Internet & Intranet) o Customer Relationship Management Software `CRM/SFA' (Siebel, Salesforce.com, Microsoft Dynamics, People soft); Technical Documentation and Error Reporting using the a Siebel based Ticketing system Customer Support (Phone and Email) Assisted in Updating and Maintaining a Knowledge Base for support staff Assisted New Hire Technicians during ongoing training Facilitate user transitions during new Hardware and Software Deployment FTP (For purpose of file management and distribution) Data Reporting

Maintained a Technical Workspace Trafficked by a 5000+ Student Body Customer Support (Phone, email, In Person) Imaged computers using Norton Ghost Install and Breakdown of Kiosk Installing Hardware and Software for Computer Labs and Lab Classrooms Data restore HDD Wipes & Replacement Active Directory Password reset Profile Maintenance Setup Computers & Projectors in Classrooms Assisted in Local Connectivity Issues in Residence Halls, Offices, and Classes Virus Detect/Removal Desktop rebuild/update Software install/update Troubleshooting o Microsoft Office o Internet Explorer/Netscape o Mac/PC Assisted with access and research on Educational Resources (JSTOR, EBSCO, etc) Maintained Records for Loaner Equipment for Student and Professor usage Network Closet (Toning Jacks & Patching Closets) Technical Documentation and Error Reporting using the a Novell based Ticketing system