- White glove support for the Climate C-level executives relating to all IT requests and concerns- Lead and participate in Client Services integration meetings with a focus on end user experience- Support integration across legacy Bayer, legacy Monsanto, and Climate by building new SOPs in Jira Confluence- Complete understanding of client service level agreements and the ability to recognize the importance of, and take action on, priority incidents.- Accountable for ensuring performance standards and client service agreements are met.- Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through to resolution- Help drive performance, efficiency, and quality of work by providing guidance, instruction, direction, and leadership.- Responsible for the day to day application of organizational policies and procedures.- Ability to interface with customers, peers, and management personnel in a professional, courteous, and polite manner on a consistent basis.- Handles through to resolution all escalated customer service problems- Demonstrate leadership qualities by effectively communicating expectations, monitoring performance, coaching team members, and performing any training or clarifications where needed- Monitor team performance and customer survey results with a 30% retention and 4.9/5 rating on a consistent basis- Maintain a current and accurate understanding of all customers, and immediately escalate to the management team with questions.

- Utilize GSuite Admin to manage 1500+ user accounts, Google Meet A/V rooms, and various Google hardware- Support 1500+ macOS and iOS assets using management commands, configuration profiles, and policies via Jamf Admin- White glove support for the Climate C-level executives relating to all IT requests and concerns- Build, deploy, and support Lenovos, MacBooks, iPads, and Chrome OS hardware utilizing multiple management systems- Configure and support A/V for global All-Hands with Google Meet and Crestron equipment for a dynamic user experience- Diagnose and support user accounts and applications across three different company incident management systems (Remedy, JIRA, and Service Now)- Manage and configure user’s access and permissions through Bayer’s Identity and Access Management system- Support integration across legacy Bayer, legacy Monsanto, and Climate at the user, hardware, and application levels- Lead and participate in Client Services integration meetings with a focus on employee transfers, contractor conversions, and user terminations- Update Climate’s knowledge database by creating and contributing to various SOPs, processes, and policies in Jira Confluence

- White glove support for the Executive Leadership Team relating to all IT issues and concerns- Supporting the integration of IT processes for email, user data, hardware, and systems access relating to the Bayer migration at the executive level- Revise and finalize MacBook KBA's to meet support guidelines for all levels of IT Support- Creating training materials and educating Walk-Up Support locations and VIP Support on MacBook support guidelines and expectations- Managing assets on Legal Hold and ensuring integrity of data remains compliant with policies set forth by Bayer- Escalating IT incidents and special requests to respective teams and seeing them through to completion- Handling of highly secure and sensitive data in a daily capacity - On call support for executive members, including nights and weekends- Occasional travel to support off-site leadership when necessary

-Provide break/fix solutions for Lenovo laptops and MacBooks escalated from the service desk-Recore, enroll, and manage MacBooks in a JAMF environment-Install and configure Airwatch Device Manager for mobile devices-Troubleshoot and support O365 and Sharepoint-Configure PingID and Cisco VPN services for laptops and mobile devices-Maintain network and security certificates for end users’ Macbooks -Incident and work order management via Remedy Service Suite

-Supported the launch of new Fulfillment Centers by providing on-site assistance for infrastructure set up, network configuration, workstation deployment, and build inventory.-Serve as first point-of-contact for IT support issues for Fulfillment Center of approximately 250 people and 500+ workstations.-Diagnose and maintain Windows (7, 10) desktops and laptops in a production environment.-Configuration and deployment of Dell Wyse thin clients. -Led research and implementation of electronic asset cabinets to track and audit approximately 100 radios inside the Fulfillment Center.-Utilize Active Directory to obtain Bitlocker keys for PCs with TPM and encryption issues.-Work closely with Operations to complete projects (system upgrades, workplace changes, hardware implementation) in an efficient manner and without disrupting production.-Migrate desktops and laptops from Windows 7 to Windows 10 in a SCCM environment. -Communicate technical instructions to non-technical users via email, chat, and in person.-Provide onsite IT support by utilizing Remedy trouble ticketing system to resolve and track IT issues according to SLA's. -Responsible for asset management, including RMA processes and large-scale inventory audits.