•Technical lead for FreshService ITSM solution. Successfully deploying ticketing system for multiple lines of business, creating workflow automation, and establishing a centralized IT inventory.•Built Switchvox VoIP dynamic call tree. Successfully addressing company Quality requirements.•Led project addressing system patching company wide transitioning from WSUS to ManageEngine Endpoint Central.•Restructured existing internal imaging process using MDT. Correcting deployment failures and customizing the image to meet business requirements.•Re-wrote the legacy PowerShell account decommission script. Automating internal email notifications, the removal of groups and licenses. Successfully eliminating the manual removal process by agents.

•Led multi-quarter Identity & Access Management project to create role-based access control templates for all active titles. Project resulted in improved security and first-day user efficiency with a 95% reduction in access request tickets.•Administered Okta account lifecycle and worked directly with application owners to establish SAML web app integrations.•Supported mobile device management rollout and worked with Tier III to establish MDM policies for Kandji & Intune.

•Provided first contact for all tickets routed to the service desk, triaging incidents and escalating to Tier 2 when necessary.•Offered customer focused in-person and remote troubleshooting in a mixed Dell/Mac environment. Addressing concerns with empathy and professionalism.•Conducted periodic audits of IT assets as part of preventative maintenance efforts aimed at reducing system downtime due to hardware failures or software glitches.

Upserve is redefining restaurant operations. Our product is the smart management assistant that puts everything restaurateurs need to know in one place, providing real-time guidance that empowers local restaurants to unlock their full potential. Upserve takes care of managing your operations, finances, and sales, so you can focus on elevating the guest experience.Duties include balancing a large number of inbound call, email, and chat requests for hardware/software troubleshooting and questions. The areas of these duties include:•Setting up, maintaining, and troubleshooting customer Cisco Meraki routers and LAN (local area networks). •Identifying and resolving issues with station hardware such as printers (wired and wireless), EMV readers, and iPads.•Finding and recovering missing payments on Ubergateway.•Building and modifying customer menus, ensuring that the organization of all components within the software is how the customer wishes it to look and operate.•Answering all customer questions regarding payments, reporting discrepancies, hardware requirements, and software capabilities.•Empowering customers to resolve hardware issues by teaching troubleshooting steps, guiding customers through menu building, and providing help articles.