Product Implementation, Web Design and Tech Support

beSeen Creative is my design agency. I work with small to medium sized businesses to develop their visual identities through web design, cloud services, and imagery.CORE SERVICESWordpress web design / Divi / Elementor customization / Plugin DevelopmentWEBSITE DESIGN • Wordpress, Squarespace, Wix, Shopify platforms• Divi, Elementor, WP Bakery page builders• Responsive Design / Mobile Optimization• Revolution / Flex Sliders• PHP, HTML, CSS to develop custom layouts• Optimize page / image loading speed• SEO best practices HOSTING SUPPORT / CLIENT ON-BOARDING• Respond to hosting pre-sales questions• Recommend service plans in alignment with desired customer outcome• Domain registration and migration / Hosting plans and managed service sales• Manage billing, licensing, and contract renewals• Setup domain forwarding (CPanel)GOOGLE CLOUD SERVICES• G-Suite Configuration• Google Insights• Google Cloud DNS• Domain migration• TCP/IP DNS MX SPF DKIM DMARCWEB-BASED APPLICATION SUPPORT• Update and Troubleshoot Wordpress Framework / Plugins / Third Party Add-Ons• SQL commands and mySQL interface• myPHPAdmin Database Optimization• Import / Export / Edit SQL database tables• Email / Webmail configuration and forwarding (POP/SMTP)

Provide Level 2 support to client base of 1000+ users.Day to day tasks include but not limited to...* Troubleshoot network connectivity issues at Level 2 and escalate when required* Troubleshoot Mitel Phone Systems* Troubleshoot VPNs* Troubleshoot incidents with G-Suite applications* Active Directory Account administration in mixed Mac / Windows environment* Troubleshoot TCP/IP and connectivity incidents with Lifesize A/V system* Troubleshoot MacOSX at Level 2, replace, reload, swap hardware when required* Support Remote Employees* Provide detailed notation to escalation teams* Respond to all incidents within determined SLAs

In this role I was responsible for supporting Service-Now and facilitating customer understanding and usage of the interface. During my time in this role I facilitated several enhancement projects based on input from departmental leadership. The enhancement projects focused on making the Service-Now application more intuitive and automated. This resulted in streamlined workflows and sharp decreases in resolution times.LEADERSHIP• Meet with departmental leadership to understand their challenges and build rapport• Interpret needs of departmental leadership into solutions aligned with company vision and budgets• Translating enhancement requests to my team of engineers• Implement short term workflows while developing long term solutions• Perform Q/A at each level of development, testing, staging, and deployment• Ensure delivery of an acceptable solution within budget and SLA• Manage vendor contracts, budgets, and licensing • Following up with customers to provide support and training on enhancementsTECHNICAL SUPPORT• Maintain customer accounts / Synchronization with Active Directory / Password resets• Respond to incidents and requests related to application functionality • Deploy software updates / enhancements through development, testing, staging, production• Advocate use of the change management approval process• Technical documentation and training on service enhancements• Create and modify technical policy related to enhancements • Maintain change log

In this role I was responsible for managing customer support for a team of technicians, engineers, and developers across 2 regions. The majority of my job was customer service related. I spoke with customers in-person or on the phone for 90% of the day. In this role I supported the business goals of the organization by mentoring and training my teams on proper response and escalation procedures. MAJOR PROJECTS• Active Directory domain merge and migration• Facilitate large-scale user moves (500+ users) twice per year• Rollout of Service-Now solution from pre-sales through testing and into production• Standardize remote-site server hardware solution. Allowed for remote support of 100+ locations• Standardize desktop hardware and software solution. Decreased annual licensing spend • Remote site build-outs. Hardware selection and deployment. Staff augmentation and budgetsLEADERSHIP• Meet with departmental leadership to determine hardware requirements• Work within departmental budgets to bring forth solutions that align with budget• Asset management / Vendor contracts / Licensing • Break / fix and hardware upgrades. Asset recycling and disposal• Develop deployment strategy to minimize customer downtime• Manage team of technicians and participate in deployments. Led my team by example• Provide follow-up support for groups after rollouts including printers, peripherals, and logonsTECHNICAL SUPPORTProvide first, second, and third tier troubleshooting for a range of operating systems and applications• Build and deploy images for Windows 7 through 10 (Altiris)• Clone / Backup MacOS hard drives• Build images and create software packages for MacOS• Standardize images for a universal solution (Altiris)• Troubleshoot the entire Microsoft office product• Outlook email setup / Webmail configuration• TCP/IP troubleshooting• Active Directory account setup, maintenance, and password resets• Support customer usage of Service-Now