Drive team to meet company compliance standards, reach above 98% SLA, maintain phone coverage with >5% dropped calls within AWS CCP, delegated project work, increase customer experience through continual feedback from surveys, and provide data analytics and reporting metrics to help identify trends and team metrics. Work closely with Operation and Engineer teams on items identified for resolution or add to Jira story tracking. Reports overview of current team statistics on a monthly/quarterly/yearly metric and company SLA and Aged tickets. Research new technology software to explore ideas of automation of workflow, process improvements in AWS CCP, ServiceNow, and hardware asset management. Help maintain software asset licenses and POC vendor for both hardware and software’s. Plan and help implement system migration projects during off-hours to avoid outages and network bottlenecks. Completed major network changes like SDWAN, ISE, and Network edge refresh. Ensured end user machines meets security set standards via BitLocker and security software’s and has the up-to-date windows update on Win 10. Resolved any identified security vulnerability picked up by tenable.Autopilot Intune laptops for easier maintenance and tracking via Azure/Intune MDM. Utilized packaged applications (APPV and FS Logix) to push onto Virtual Machines and Intune App package for compliant MDM devices. Look for ways to always lower cost and still improve efficiency. Budget for next year items and costs. ServiceNow CMDB build out for company instance and maintains instance and submits enhancements for Service Catalogs, Incident controls, and Requests fulfillment. Supported A/V conference rooms and development efforts to maintain working status in different offices. Consolidation and migration of Service Desk team to Global support model to better customer experience by consolidating vendor, call center system, and call flow process.

Drive team to meet company compliance standards, reach above 98% SLA, maintain phone coverage with >5% dropped calls within AWS CCP, delegated project work, increase customer experience through continual feedback from surveys, and provide data analytics and reporting metrics to help identify trends and team metrics. Work closely with Operation and Engineer teams on items identified for resolution or add to Jira story tracking. Reports overview of current team statistics on a monthly/quarterly/yearly metric and company SLA and Aged tickets. Research new technology software to explore ideas of automation of workflow, process improvements in AWS CCP, ServiceNow, and hardware asset management. Help maintain software asset licenses and POC vendor for both hardware and software’s. Plan and help implement system migration projects during off-hours to avoid outages and network bottlenecks. Completed major network changes like SDWAN, ISE, and Network edge refresh. Ensured end user machines meets security set standards via BitLocker and security software’s and has the up-to-date windows update on Win 10. Resolved any identified security vulnerability picked up by tenable.Autopilot Intune laptops for easier maintenance and tracking via Azure/Intune MDM. Utilized packaged applications (APPV and FS Logix) to push onto Virtual Machines and Intune App package for compliant MDM devices. Look for ways to always lower cost and still improve efficiency. Budget for next year items and costs. ServiceNow CMDB build out for company instance and maintains instance and submits enhancements for Service Catalogs, Incident controls, and Requests fulfillment. Supported A/V conference rooms and development efforts to maintain working status in different offices.

Manage direct reports composed of EUS I & II. Job function requires making sure my team meets our compliance standards, above 90% SLA in our service tickets, maintain phone coverage, and allocate resources for project work. Maintain and automated our onboarding, access requests, and offboarding process. Hold monthly team meetings for open discussion on current events and resolution towards ticket closure. The point of escalation for incidents. Cross train team in our Virtual environments and keep our KME updated. Assist in company transitions to new applications and projects by attending meetings and making decisions for my team. Run reports monthly to help identify trends for any issue and work closely with Tier 2 and 3 teams on items identified and come to resolution.

Provide Customer Support and technical level 1 to onsite and offsite internal users. Deskside support and skillset of a Desktop Support was eventually integrated as part of the job later on before the company became ArchMI.