- Coordinating requests for technical assistance from remote and onsite senior team and executive level users for PCs, laptops, printers, local area networks, network devices and various server platform connections.- Troubleshooting, diagnosing, and resolving hardware, software and network problems, escalating more complex problems to the respective IT department or vendor for resolution.- Troubleshooting, diagnosing, and resolving Microsoft 365 technical issues such as user access, modern authentication issues, and email delivery failures. Platforms include Azure Active Directory, Exchange Online, Microsoft Endpoint Manager, Skype for Business / Teams, Bookings, Sharepoint, OneDrive, and other Office 365 applications and services.- Creating/managing/troubleshooting user accounts, multi factor authentication, computers and group policies in Microsoft 365 admin center, Azure & Active Directory- Conducting research, evaluating and recommending products to meet the IT infrastructure needs.

- Responsible for designing, launching, and managing Ignite Cruises, LLC. A travel company specializing in event cruises, currently averaging yearly sales of $1,500,000.- Built, designed, and currently maintains the company’s websites that average 500,000 views per year. - Managed to appear on the first page of Google within the first year of operation by using Search Engine Optimization (SEO) techniques.- IT Management Responsibilities - Configures, maintains, troubleshoots, and oversees all technology infrastructure, which includes: domains, websites, DNS records including email authentication, Microsoft 365 administration, web and email servers, RezMagic booking engine, APIs, credit card gateway, VoIP service, email marketing platform, and more.- Building and maintaining custom integrations via REST APIs and automations to integrate our reservations system with our email marketing platform, customer facing iPhone and Android App, and customer support systems, as well as keeping our product inventory and pricing up-to-date from suppliers systems.- Developing automation solutions for repetitive business processes by using RPA tools (Ubot, Robomotion, Microsoft Power Automate)- Negotiating contracts with travel suppliers such as cruise lines, hotels, tour operators, ground transportation companies, and other independent firms.- Reservations CMS: Administration of the Rezmagic System that powers our online and offline reservations.

- Tier 2/3 support and troubleshooting of over 5000 Computers within several different environments, from highly secure like the Corrections/Jail facility to Pre-Kindergarten classrooms.- Assist staff with technical support of desktop computers, printers, software, and related technology.- Installed, imaged (using Dell KACE), and tested computer systems and peripherals within established standards.- Perform routine network and PC installation, troubleshoot, maintain and resolve any related problems.- Work with Helpdesk, Server Team, and Network Operations staff to determine and resolve problems.- Create and manage user accounts and computers in an Active Directory environment.