⦁ Responsible for managing all technology solutions for TFO Phoenix both in house, and with third party vendors⦁ Managed and completed the technical on-boarding of new employees⦁ Researched phone system solutions and maintained in-house systems with provider⦁ Managed annual Disaster Recovery testing⦁ Facilitated the migration and testing of Acrobat roll out⦁ Maintained all in-house systems, including, but not limited to laptops, tablets, and full Zoom room technology⦁ Worked closely with the Chief Compliance Office to assure strict security and confidentiality compliances were met⦁ Managed data integrity, information system management, and helped maintain cyber security protocols⦁ Managed our outsourced IT provider to ensure hosted technical issues are resolved quickly and effectively⦁ Responsible for minor Salesforce administration

▪ Responsible for coordinating escalations from Tier 2 and Field Sales executives with the engineering team to prioritize, execute, and push live timely resolutions▪ Performed specialized tasks and queries in LINQpad using C# and SQL scripts to assist in troubleshooting escalations, assisting Tier 2, and running customized reports off from the databases for upper management▪ Set up and managed the Jira ticketing platform▪ Managed and logged all work and projects in several verticals in Jira, assuring all applicable departments performed related tasks on schedule▪ Maintained, setup and troubleshoot DMS systems(FTP, DealerTrack, StoneEagle, ADP, Reynolds & Reynolds, CDK) between dealerships and our systems▪ Manually managed a handful of select “VIP” dealer DMS feeds per their customized requirements so they could correctly process through the Inilex engine▪ Worked directly with Tier 2 management to assure proper troubleshooting was completed before escalation▪ Helped to facilitate procedures for proper support call documentation with Tier 2 Management for Tier 1 support▪ Managed and assigned Jira stories as applicable to appropriate engineering staff▪ Responsible for resolving a number of device provisioning issues, whether the cause be in shipping, or the wireless provider▪ Provided training for Tier 1 and Tier 2▪ Created and managed Support wiki documentation for processes and troubleshooting for my vertical

▪ Inilex obtained by Spireon. Job duties stayed the same with the following exception: ▪ Worked directly with VP of Company and CTO to assure high priority escalations were handled quickly and thoroughly

▪ Mentored and guided Tier 1 technicians through challenging issues and calls▪ Provided leadership and training to Tier 1 technicians, as necessary, in order to support the business ▪ Received and resolved escalated calls and technical issues from Tier 1 technicians including media, codecs, driver, file type, database, case management, and DVT management problems▪ Managed incoming support email and distribution; worked with the team to ensure timely resolution▪ Confirmed resolved tickets met internal and external requirements and advised team members on areas for improvement to ensure compliance▪ Assisted VIP clients via remote assistance and phone, during trial, to ensure issues were resolved quickly, and all training was current▪ Communicated and delivered new software releases to clients and team via training initiatives▪ Charged with writing technical and instructional documentation for team members

▪ Independently managed all department projects, tasks and client relations, with the exception of high liability decisions needing the approval of the executive staff▪ Worked closely with 3rd party contractors to coordinate and manage part distribution, service and manpower logistics ensuring end-user hardware issues would be resolved▪ Promoted a cohesive and highly-responsive environment with both internal and external customers that resulted in quality communications and timely issue resolutions▪ Guaranteed customer purchased scanners were fully-functioning and operational by providing routine maintenance and ad-hoc repairs▪ Provided customer assistance and technical support for software and hardware needs▪ Maintained knowledge of inventory, including scanners and parts, to ensure quality work when replacing, adjusting and calibrating the mechanics, optics, lighting, mirror chassis and electronics of each model▪ Created and maintained excellent customer relations▪ Assured personal availability and accountability for inbound support needs from field service technicians

▪ Interviewed potential candidates and provided feedback and recommendations to management▪ Provided technical and software support for clients’ digitizers▪ Performed Alpha/Beta testing on hardware/software and reported results to hardware/software engineers▪ Set-up and maintained multi-operating system test machines▪ Set-up isolated networks for test machines▪ Maintained files, records and other relevant electronic data

▪ Received emergency calls from stranded motorists and dispatched the appropriate service▪ Utilized software and computer skills as well as customer relation skills to calm and reassure clients

▪ Assisted the Regional Director with management tasks including payroll and asset forfeiture funding▪ Utilized word processing, data entry and analysis skills to perform job duties▪ Maintained departmental computers

▪ Set-up and maintained faculty and staff computers▪ Responsible for PC troubleshooting and computer repair