Lead and supervised a team of helpdesk technicians that serviced 500 corporate users and 2000 retail users on 1150 endpoints for 35+ locations. Upkept point-of-sale systems including NCR ACS, NCR Aloha, Interstore, VeriFone, CEMS, and BioPay. Co-ordinated the completion of over 850+ tickets each month by four technicians while also completing security, continuous improvement, and upgrade projects. Planned, executed monthly team training, and onboarded new technicians every month. Created weekly visual reports in Microsoft Excel using exported data from ServiceNow and presented findings to department heads.

Managed IT support team for 150 end users and 250 international call center users, the phone system, call center server, and the procurement and deployment of devices. Achieved $350,000 in annual savings by researching and managing a seven-month migration project to move a predictive dialer to another SIP Carrier. Reconciled company’s mobility carrier bill, saving the company $50,000 annually. Coordinated the development and deployment of a new customer facing website. Designed and upkept company knowledge base to shift towards self-service helpdesk.

Freelance MSP. Provided IT services in networking, applications, and data solutions to companies in the greater Los Angeles area.

Resolved technical, computer, printers, and networks issues for 250 employees at 4 locations in Southern California. Upkept Allworx phone system and HikVision Security Camera system at locations in Southern California. Supervised transition of all devices in the office from Windows 7 from Windows 10, providing regular software updates and maintenance on all workstations. Maintained network devices and printers such as Xerox, NAS, VPN, and MPLS connections between offices.

Day to day help desk support of an international medical institution. Set up and maintenance of Cisco Meraki based network. Management of company’s Allworx VoIP Phone system.

Onsite installation and programming of Allworx and Telrad phone systems, coordinating between service providers and customers to set up network, running low voltage cable and troubleshooting of telecom and IT issues.

Onsite installation of telecom hardware and low voltage cabling, patch panels, and associated hardware, programming and troubleshooting Allworx VoIP phone systems.

Help desk support providing hardware and software troubleshooting for 200 end users and maintaining network documentation and infrastructure. Required daily use of Atlassian Jira and Confluence.

Help desk support providing hardware and software troubleshooting of 800 computers running Mac OS X and Windows XP, and 1500 end users including upkeep of Active Directory Servers and campus wide maintenance.