• Built and led a dynamic End User Support team consisting of 9 technicians (full-time and contingent) providing full support across three sites in the North Americas region. • Closely monitoring the quality of the day-to-day operations (tickets, requests, incidents). • Primary liaison between End User Support, Cybersecurity, Engineering, LabIT and Senior Leadership. • Regularly collaborated with multiple business units to implement projects, solve problems, and re-evaluate processes. • Providing project management guidance, and hands on support for incident escalations.

• Support and troubleshoot incidents and problems for SF/MTV offices & remote employees.• White glove support for company C-level executives and their EA’s visiting the SF and MTV offices.• Account Administrator for o365, Slack, LastPass, ADUC• Lead IT Specialist on the onsite IT transition team for Jive acquisition/HQ move (Utah)• Onsite AV support for company all-hands, quarterly reports and Company Webinars.• Image and configure new laptop (Mac and Windows) using Jamf and SCCM.• Train non-technical end users in the use of new technologies (ie. GoToMeeting, MIM).• Update and maintain database of all IT assets for SF and MTV offices.

• Provide IT support services to local and remote employees (Win&Mac) over the phone, chat and desk side• Dedicated Executive support for company C-level executives and their EA’s.• Administer user accounts in Active Directory, GoToMeeting, ShareFile, Podio.• Lead trainer for Merger and Acquisition team.• Create training materials (videos) for use by IT Support and End Users.• Image, install and configure new laptop, desktops for end users.• Train non-technical end users in the use of new technologies (ie. GoToMeeting, ShareFile)• Provide telephony support & troubleshooting on Avaya PBX, iOS, Android• Supporting and processing requests for the Citrix BYOD program Special Group Membership:Merger and Acquisition IT Team Lead (HyperCare Support)Member of the ExecuCare Support team (Executive Support)Member of the BYOD process team Promoted to IT Support Analyst March 2014.

• Provide tier 2 support to 150+ end users (50/50 local/remote) • Image, install and configure new laptop, desktops, servers and VM’s for end users. • Train non-technical end users in the use of new technologies (ie. Google Apps, BlackBerry) • Troubleshoot Network connectivity issues. (internet, intranet, VPN, wireless) • Administer user accounts in Active Directory, WebEx, SalesForce, BlackBerry, Mitel (VOIP). • Provide Blackberry/iPhone/Android support to end users. • Manage the ServiceDesk ticketing system, assignment and routing of all incoming tickets. • Acting point of contact between IT department and 3rd Party Vendors. • Create and publish training material for non-technical end users. • Manage office security badge/key card • Update and maintain database of all IT assets.

• Provide 1st class desk side support and customer service to VIP level clients in a professional business environment. • Maintain strict SLA for premium client issues (generally 15 minute response, 1 hour resolution). • Image, install and configure new laptop and desktops for end users. • Create new user profiles and reset passwords in Active Directory. • Provide Blackberry support to end users. • Update and maintain database of onsite computer assets.

Best job ever. (except for the pay)