Responsible for overseeing all IT operations, infrastructure, and support within the branch.Strategically align IT initiatives with business objectives, collaborating with branch managers and department heads to ensure technology supports organizational goals.Lead the planning and execution of successful IT projects, including system upgrades, network improvements, and implementation of new technologies.Independently manage vendor relationships, ensuring timely procurement of equipment and services while optimizing costs.Serve as the primary point of contact for all IT-related inquiries, providing timely support and troubleshooting to end-users across departments.Develop and deliver comprehensive training programs, empowering staff to effectively utilize IT resources and maximize productivity.Identify process inefficiencies and implement automation solutions, resulting in streamlined workflows and enhanced operational efficiency.Proactively address complex technical issues, leveraging strong problem-solving skills to minimize downtime and ensure smooth operations.Stay up-to-date with emerging technologies and industry trends, advising on potential opportunities for technological advancements within the branch.Foster a collaborative IT environment, partnering with cross-functional teams to ensure seamless integration of IT systems and smooth business operations.

Aided in startup growth and developmentTop 20 Percentile of all General Support Representatives throughout tenureMaintained an average QA score of 90% or higherServed as a point of contact when Team Leads were unavailableViewed and updated other General Support Representatives on KPIs via Zendesk ExploreCreated QA passing Macros for General Support Representatives on Zendesk Admin CenterManage and update over 500 accounts per weekProvide timely, accurate, and efficient service to our users via emailProvide technical troubleshooting assistance for mobile and desktop usersProcess JIRAs in conjunction with management teamsTriaged as Zendesk Platform Administrator to support Help Desk Analysts Resolved hundreds of IT support tickets in JIRA within current SLAs.Administered user accounts access/permissions in JIRA, Confluence, Slack, and Zoom.Triaged as Okta and Google administrator to support Google suite applications.Provisioned network access and support for users through Cisco Meraki.Facilitated multi-factor authentication for end users as Duo Helpdesk Administrator.Creating IT knowledge base articles in Confluence for end users.

Analyzed and evaluated the company’s online retail performance, produced web content and developed new promotional campaigns.Worked on the improvement of customer experience, analyzed website performance and stayed up to date with current industry trends.Monitored competition and collected customer reviews and feedback to identify potential areas of improvement and business growthCollaborated with software developers, captured analytics, completed detailed daily reports, and implemented new digital marketing campaigns to increase sales and brand awareness.Increased online retail performance by 80% within 2 yearsPlanned website development, converting mockups into usable web presence with HTML coding.Tested website at different design and production stages to assess conformance with designs.Analyzed and evaluated the company’s online retail performance, produced web content and developed new promotional campaigns.Designed elevated and brand-right creative to achieve marketing and merchant objectives.

Confer with staff, users, and management to establish requirements for new systems or modificationsOversee the daily performance of computer systems. Tracked KPIs of other Help Desk TechniciansServed as an escalation point for other Help Desk TechniciansAssisted in training Tier I TechniciansSet up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.Manage user accounts in Active Directory, Azure Directory and Mainframe. Troubleshoot various issues with VPN on a global scale.Create, manage and troubleshoot Remote Desktop users and systems on a global scale. Oversee, manage and troubleshoot Virtual Machines in VMWare.