Provided dynamic leadership to a team of Desktop Engineers, ensuring timely solutions and adherence to SLAs. Collaborated with IT Management and VIPs on key projects, including Intune, Service Now, Autopilot, and Software vulnerabilities. Played a pivotal role in Hardware and Software asset management, offering strategic advice to upper management for enhanced customer support. Established and maintained robust documentation processes, conducting regular audits and driving continuous improvement. Conducted weekly team meetings and one-on-one sessions to foster best practices, collaboration, and team morale. Managed all aspects of Desktop Engineers' schedules, performance reviews, goal-setting, time sheets, and facilitated career advancement.

As a mid-level analyst, provided comprehensive technical help desk support to multiple end users. Specialized in analyzing and resolving technical issues related to network/desktop support, printers, PDA’s, and BlackBerry Smartphones. Meticulously documented and reported incidents, ensuring efficient issue resolution and maintaining optimal system performance.

As a pivotal member of the IT team, provided both first and second-level Help Desk technical support for Fallbrook Hospital, Fallbrook Skilled Nursing Facility, and Fallbrook Outpatient Rehabilitation. Ensured seamless operations by maintaining and troubleshooting all computers, network issues, and related hardware efficiently. Installed, configured, and maintained software applications on PCs to ensure compliance. Swiftly resolved software and hardware problems, reset user passwords, and granted network access to multiple resources. Demonstrated autonomy and effectiveness in completing various projects assigned by the IT Director.

Collaborated closely with automobile dealerships to discern business needs aligned with customer relationship management (CRM) goals. Proactively initiated and conducted customer meetings, ensuring a clear understanding of software capabilities. Maintained customer satisfaction through comprehensive account management and regular follow-up visits, fostering strong client relationships.

Led the installation of Computerized Vehicle Registration’s DMV interface software, collaborating with Business Managers and DMV Clerks at Southern California dealerships. Conducted personalized one-on-one training sessions, advising on best practices for capturing and managing client data. Cultivated strong relationships with accounts, delivering top-notch customer service and offering personalized training to end-users. Recognized as a mentor, entrusted with leading training sessions for new CVR employees, ensuring their rapid and effective onboarding.

As a key player in the Help Desk team, delivered second-level technical support for computer and network issues, ensuring the seamless operation of a property management company overseeing Laguna Woods senior living residential community. Responded to 24/7 service calls, promptly resolving computer problems for 150 employees across 10 departments, contributing to efficient business operations.