 Operates as the acting backup for the Director, Global Help Desk Support Services Prioritizes, organizes, distributes, and coordinates the flow of work and guides individual employee performance via timely communication and support. Partners with tier 3 support (Network team) for cross-departmental collaboration, escalation and resolution. Acts as the point of contact for network-related projects with the Helpdesk.  Routes and escalates support requests as needed for timely completion and works with the Director, Global Help Desk Support Services to recommend and provide updates to helpdesk policies and procedures. Manage daily operations and support escalations, ensuring smooth workflow in the DC office. Conduct daily team meetings; provide updates, set expectations, resolve outstanding issues, and dispatch tickets to team members. Provide continuous training and guidance to team members on help desk processes and procedures, improving overall technical proficiency.  Assess and evaluate new technologies for helpdesk improvement. Develop comprehensive training materials and procedures, improving the team’s knowledge base. Create and maintain documentation for IT processes, enhancing team efficiency. Provide white glove service to executive staff and board members, ensuring their technical needs are met with high priority and exceptional service. Prepare and analyze reports for senior management review, aiding in informed decision making. Provides QA checks for onsite AV and booking systems and reports/escalates findings to Tier 3 support, if necessary. Provides continuous monitoring and reporting of Assets & Inventory. Collaborate with vendors to facilitate the resolution of technical issues, including AV escalations and AT& T mobile purchases and upgrades.

 Work with network team for complex issue resolution, fostering cross-departmental synergy. Serve as lead AV technician, often testing and troubleshooting equipment, and providing training to team members and staff. Process procurement of equipment domestically and internationally; request quotes from vendors, create purchase orders, process invoices. Work with AP team to process vouchers.  Travel nationally to implement upgrades to regional offices.  Assist with talent acquisition, participating in interviews and providing feedback on candidates. Manage inventory records for all helpdesk equipment and train support specialists on asset management processes and reporting. Resolve escalated customer service issues, providing advanced support. Serve as top tier admin for multiple IT systems.  Manage IT helpdesk Intranet site; post technology news, publish updates to training documentation.

 Created and managed user accounts; MS Teams Admin, Box Admin Console, 365 Admin Console, Active Directory Trained end users in the use of various software applications. Assisted with troubleshooting hardware and software issues via email and telephone. Collaborated with IT team members to develop solutions for complex technical problems. Managed Lifesize Video Conference System (Server and Endpoint devices). Setup conference room equipment for meetings (projector, projector screen, mics, etc.) Controlled and manage Live Streams of Town Halls, Trainings, etc. Implemented conference room upgrades (hardware and software).  Created user training manuals for A/V equipment usage and other applications. Documented work done using ServicePRO. Supported Microsoft Office Suite (Office 2010, 2013 and 2016). Setup, configured, and activated company issued iPhones. Setup LifeSize, Polycom, and Crestron equipment in conference rooms. Managed and Tracked Inventory using Quest Kace and ServicePRO. Prepared and ship computer equipment to regional offices. Upgraded existing systems with newer versions of software applications.

 Provided support Windows XP, 7, 8 and 10. Set up PCs, peripherals (printers, scanners, webcams, etc.) and installed software. End-user support in person, via telephone and e-mail. Assist users via Windows Remote desktop and Windows Remote Assistance (MSRA), Join.me sessions, Skype for Business. Create and manage network user and computer accounts using Active Directory.  Audio/Video setup and configurations (Skype, Skype for Business Go-To-Meetings/Webinars).

• Windows 7 Migration support• Provide desktop support for Medical Center Admins and Clinical Staff (Doctors, nurses, residents, etc.)• In-person, E-mail, telephone and remote desktop support.• Windows Operating System migration throughout Medical Center, School of Medicine, and corporate offices.• Assist users with hardware or software upgrades and issues.• Data backup and restore.• Resolve tickets using FrontRange ITSM ticketing system.• Work closely with Medical Center Security Dept. in transitioning new systems or upgrades to maintain security hardware and monitoring software.• Assembled and installed a wide array of mobile computing stations (Altus, Rubbermaid, and JACO carts, etc.)• Install medical computing hardware in operating rooms and other critical care areas.• Troubleshoot and setup Dell Wyse devices.• A/V Support (projectors, SMART boards).• Managed and dressed cables throughout medical center to ensure staff and patient safety in clinical areas.