• Coach and maintain a team of Helpdesk Technicians, System Administrators, Business Intelligence Analysts,• Work closely with the Development department to ensure the infrastructure is configured in coordination with the deployment standards provided• Work closely with the Client Onboarding team to ensure smooth acquisitions of new clients, including designing and implementing the initial data connection to receive workable claims• Maintain physical infrastructure, network infrastructure, VOIP, Virtual Infrastructure (VMware, Hyper-v, Docker) SAN, Fortigate FW, Cisco FW, SFTP, Network rack configuration and maintenance, and Exchange email & signature platform for 300 employees across 4 business entities• Assited in the company receive a SOC 2 Type 2 certification with no findings• Performed scheduled maintenance on server infrastructure • Planned, designed, and implemented new solutions to business processes to increase efficiency• Assist in maintaining Azure Cloud environment• Primary point of contact for the numerous vendors we engage • Provide technical support to external clients as needed to facilitate business operations• Design and implement new business process• Delegate tasks to and coordinate with Teir 1 and Teir 2 staff to continue to move projects to resolution

• Maintain physical infrastructure, network infrastructure, VOIP, Virtual Infrastructure (VMware, Hyper-v, Docker) SAN, Fortigate FW, Cisco FW, SFTP, Network rack configuration and maintenance, and Exchange email & signature platform for 300 employees across 4 business entities• Assited in the company receive a SOC 2 Type 2 certification with no findings• Performed scheduled maintenance on server infrastructure • Planned, designed, and implemented new solutions to business processes to increase efficiency• Assist in maintaining Azure Cloud environment• Primary point of contact for the numerous vendors we engage • Provide technical support to external clients as needed to facilitate business operations• Design and implement new business process• Delegate tasks to and coordinate with Teir 1 and Teir 2 staff to continue to move projects to resolution

Manage, control, and account for all inventory for a multi-location jewelry company. •Rolled out RFID tag system for better inventory control•Relocated flagship store and headquarters

• Assist in escalated help desk tickets• Assist system administration team with networking and infrastructure projects• Lead WSUS server roll our project• Assist planning and executing annual disaster recovery plan• IT process improvement and implementation• Migrate hosted exchange to Office365

• Assisted in switching infrastructure replacement project• Assisted in relocating on-site phone system to co-location• Implement and improve remote new hire boarding process• Maintain close working relationship with on-site directors and executive personnel• Maintain core help desk infrastructure and ticketing system

• Provide remote technical support via phone, email, and live chat to ProSupport clients• Managed a daily case load of 18-30 new cases with a +80% same day close rate• Circle of Excellence award recipient for having the largest positive quarterly impact on my team• Assisted process project team to revise the current process to decrease customer dissatisfaction with a subset of cases

• Provided IT support and administration for 18-30 retail locations and between 200-300 employees• IT related project management for open/closing, remodeling, relocating, and acquiring retail locations • Configured and maintained numerous application servers • Company email and chat administrator • Migration from Microsoft Exchange to Office365 for two business entities • Planned, deployed, and managed a company wide VOIP phone system • Help desk support• Network design, deployment, and support• Server Management and Maintenance• MS Windows and Windows Server proficiency • Active Directory proficiency • LAN/WAN/DHCP/DNS aptitude• Office365 experience • Accomplished with mobile devices

• Coordinated resolutions between clients and services providers • Served as a liaison between clients and store personnel/departments • Processed invoice payments accurately • Opened and properly distributed all incoming mail • Managed the receptionist area

• Maintained up-to-date knowledge of store policies regarding account access, cash handling, payment processing, and returns/exchanges • Handled customer escalations • Prevented store losses and theft • Acquire a vast knowledge of the wireless industry