• Specialized application support for over 15 Manheim auto auction products• Troubleshoot and resolve complex incidents by collaborating with various development teams • Create new SOPs monthly and update previous documentation on all the product applications we support.• Take part in On-call rotation to help facilitate EOC calls for major outages or disruptions in service• Tools used to perform daily data investigations include DB Visualizer / MySQL, Python, Postman API, IBM AS400

• Train recently hired employees and contractors to follow best practices in Service Now ticket system, SLA Agreements, and overall customer service skills 
• Remotely managed windows devices via Microsoft Intune / Endpoint Manager 
• Managed users via Azure Active Directory • Use Service Now reporting to gather data on technicians performance and provide guidance on how to improve performance• Update, support and manage conference rooms with latest Logitech Meeting team rooms for Microsoft Teams collaboration• Provide on-site and remote desktop support for 10,000+ employees and multiple business units of the enterprise.

• Selected to take part of a newly implemented chat based support team, supporting all corporate level (10,000+) employees using Microsoft Teams, Microsoft Power Automate, and Service Now
• Remotely configure workstations, install and configure business applications, troubleshoot all technical issues and escalate those to the appropriate groups that are out of scope.
• Manage accounts and computers with the use of the following tools including Active Directory,
Microsoft Azure (Endpoint Manager), Okta and Jamf for Mac
• Volunteered in the collaboration and migration of an international business (Modix) over to the Cox Automotive platform• Provided on-site conference room and desktop support in an enterprise level environment for over 200 employees.

- Part 107 Certified Drone Operator, providing indoor and outdoor aerial visuals - Capture marketing content for businesses of all industries including construction, real estate & events - Edits content using tools such as Adobe Premiere, Photoshop, CapCut tailored for Social Media platforms- Design FPV quadcopter frames and accessories using Fusion 360 CAD software- Over 4 years of building FPV drones by soldering microcontrollers and programing via Betaflight

Collaboration Specialist at Cox Automotive INC (Contractor)• Provided enterprise level support of Microsoft collaboration tools such as Skype for Business, Microsoft Teams for over 10,000 employees via help desk• Provided specialized support in cloud storage applications, including OneDrive, SharePoint and Box.com• Installed and provided on-site support for Logitech Skype/Teams meetings conference room devices• Monitored and gathered call logs/reports via the Microsoft Teams admin portal• Supported the collaborations team when the organization migrated to Sharepoint, Microsoft Teams and OneDrive.

• Managed Microsoft Office Suite and Office 365 business email systems for over 15 small businesses.• Consulted with clients by keeping them up to date with the latest business IT solutions• Collaborated with vendors (Dell, Microsoft, Datto, etc) for supporting services and purchasing IT equipment• Configured mesh-based wifi systems for small business and home office setups.• Scheduled task and follow-up with Tier 2 (Helpdesk) and Tier 3 (NOC) to provide remote support for PC and servers• Migrated 20 users from on-prem email servers to the cloud via Office 365