I continue to primarily lead End User Services and assume all responsibilities from previous roles. I am also now responsible for all endpoint protection and employee onboarding/offboarding. New systems-related responsibilities include server management and disaster recovery. I am starting to become more proficient with networking and firewall management.I am always involved with internal departments and groups to better maximize their productivity and overall efficiency with the company's technology. I wear many hats which I enjoy very much because I'm constantly learning. I have helped lead implementations such as Intune and JAMF and provided support for various org-wide implementations such as ERP, LMS, and HR. Finally, I recently graduated from Leadership Training which was an awesome experience.

I was responsible for all tasks associated with end user services including, but not limited to, incident resolution, hardware deployment, and training. I continue to work within Office 365 on a daily basis and have now become responsible for managing groups and cloud data. Furthermore, I manage ERDMAN's Microsoft System Center Configuration Manager (SCCM) environment which primarily consists of deploying the organization's applications and software, monthly patches, and administering our imaging process. My most recent project was implementing a digital signage solution.

I provided user support for workstation, application, peripheral, hardware, and service issues. I captured and satisfied user requests, incidents, and problems as the initial triage for our IT team. I also trained end users on new software and tools including Windows 10, Office 365, Microsoft Office, and conferencing applications including Microsoft Teams, Skype for Business, GoToMeeting, MiCollab, and ReadyTalk (now GlobalMeet).

- Effectively and efficiently managed dispatch which consisted of coordinating with technicians and confirming the work orders have been checked into, updated, and completed.- Supervised several technicians while informing or clarifying necessary information.- Professionally and respectfully communicated with clients regarding work orders or projects.- Prepared and organized vital documents for completion of work orders and projects.

- Completed work orders across Eastern North Carolina and Southern Virginia which included installing, repairing, replacing, configuring, diagnosing, and troubleshooting computers.

- Replaced and repaired computer hardware/software assets including installation and configuration of thousands of computers, printers, monitors and peripherals while always remaining efficient and flexible.- Efficiently managed helpdesk, asset tracking system, and computer/computer peripheral surplus.- Accommodated hundreds of employees daily by handling helpdesk.- Diagnosed and deciphered numerous computer, software, and network-related problems on daily basis.- Visualized and demonstrated task progress, updates, and solutions during weekly staff meetings.