-Managed SAAS Dashboards-Managed 3rd party vendor interactions -Managed Sonicwall Firewall firmware updates-Executed Server updates-Maintained Golden Image-Built Cisco Meraki networks-Maintained small projects-Admin for DUO, GitHub, O365, 1password, Azure, Adobe, and Active Directory -Worked extensively in Service Now and Atlassian's Jira and Confluence- Managed company wide door badging system; Brivo

• Took calls and emails from customers• Created Remedy Incidents to track and solve customer issues• Created accounts within Active Directory in multiple systems for users globally• Modified accounts as requested• Proof read 2875 account request forms

• Took calls and emails from customers• Created Service Now Incidents to track and solve customer issues• Maintained computer lab• Used Active Directory to update and edit profiles• Used Remote Desktop Protocol (RDP) to log into machines and fix issues• Installed Cisco AnyConnect and used it to connect to the VPN• Imaged machines• Troubleshot and fixed machines• Decrypted hard drives• Securely added and removed machines from the domain• Unlocked machines that have been locked with bit locker• Set up secure email profiles• Moved and secured data• Troubleshot and fixed peripherals such as keyboards, monitors, card readers, etc.• Monitored security Aspects on all machines including Host Intrusion Prevention and User lock out protocols

•Assisted in interpreting and implementing PWS and SOW requirements.•Scheduled outages with different clients both internal and external to provide graceful operations during planned interruptions to service.•Provided monitoring for the government on updated systems and gave feedback on issues that appeared as a result of patch implementation. •Provided coaching for CSR’s on call metrics, training, attendance, and customer service.•Ran multiple Siebel and Service Now reports daily.•Ran multiple Chronicall Xima reports daily.•Ran scripts for Survey queries•Wrote technical documentation for all training processes in a 50 person call center.•Created metrics requirements for team incentives and calculated team monthly scorecards to improve performance for a 30 person team within the call center.•Supported capacity management for the 30 person DPS team, providing dynamic leadership in a reactive environment designed to suppress impact due to support surges from patch release and software updates.•As part of the leadership team, helped direct processes and metrics supporting 17 major applications and their entire project scope for the global military.•Provided application technical support for the Defense Personal Property System(DPS/DP3/DPPS) for the SDDC.•Supported service members, Transportation Service Providers, Agents, and Personal Property Offices with technical support of ETA, DPS, and www.move.mil.•Managed escalation and queue management in support of development changes released into the environment.•Extensive education and experience with transportation, moving, and storage of household goods as well as other shipments.•Provided email support as well as website support.•Compiled and wrote the help desk manual for new hires to learn their duties.•Re-wrote the incentive program.

-Extensively operated sit down and stand up forklifts in a warehouse-Experience with warehousing case pick

-Sorted and filed all service bulletins related to the C9 Nightingale.-Sorted and filed all Time Compliant Technical Orders (T.C.T.O.) related to the C9 Nightingale. - Sorted and filed all “All Operator Letters” (AOL) related to the C9 Nightingale.-Scanned and made .PDF files for all SARB approved Technical Orders for the C-40.-Answered phones and took messages

-Responsible for the management of a 45 person team for the first half of every work day-Responsible for the direction and coaching of 10-15 junior members and the client services billing department.-Delegated tasks to team members as well as escalated more complex problems to the administrators.-Worked closely with Product Manager to further develop the software-Developed, implemented, and coached team members through processes and training-Submitted weekly report of team’s progress and growth-Handled client complaint escalations and issued client refunds when necessary-Created and implemented morale boosting contests and activities-Submitted employee time cards and handled time off requests.-Helped manage the entire team after the support manager left for another job.As a Tier I/II tech:-Responsible for guiding new clients through all of the different features of the software.-Wrote all of the consultation outlines for each type of consult offered.-Gave clients a guided tour of the E-Commerce platform and its functionalities in a way that catered to their knowledge.-Wrote FAQ’s and Quick Guides for the software and its functionalities which were publicly accessible.-Handled escalations -Responsible for taking calls and emails from clients about problems and questions with the e-Commerce software.-Troubleshot email issues, domain name issues, DNS, HTML, CSS, file management, E-Commerce cart issues such as layout, inventory, fonts, links, SSL issues, warehouse, drop shipping, credit card issues, etc.

-Responsible for locating and marking buried utility lines such as cable TV, phone, gas, and power.-Used blue prints to locate where utilities were supposed to be buried. -Once located, applied a signal to those utilities and painted the ground where they were buried.-Worked primarily with construction contractors.-Consistently met deadlines while saving utility companies millions of dollars in savings

-Responsible for providing medical support to the 932nd A.S.T.S. (Aeromedical Staging Squadron) as an EMT and CNA.-Medical Evac, E.M.T., C.N.A., performing security details, drawing blood, administering immunizations, taking blood pressure, splinting broken bones, splinting dislocated joints, CPR, feeding patients, taking I & O, changing bed sheets, changing bed pans, moving patients, performing triage, and bandaging wounds.-Managed small teams of 3-5 personnel in patient triage-Nationally Registered E.M.T. and a C.N.A.

-Watched the servers and hubs for USTRANSCOM-Pinged servers and ran trace routes when they went down-Called in the data center team when servers crashed-Responsible for phone and in-person support to government employees in areas of e-mail, directories, Windows Desktop applications.-Troubleshot hardware and software issues for P.C.’s and printers, reset passwords, submitted trouble tickets, monitored servers, submitted JAIS requests, submitted FIN tickets.-Recorded calls into the Remedy Action Request System database.-Collected metrics and prepared reports for management personnel.-Dealt with classified and unclassified issues