• Supports 260+ retail franchise locations• Develops and leads a 10 person support team• Analyzes IT infrastructure and systems performance to assess productivity levels, upgrade requirements and other needs.• Project manages the deployment of enterprise- wide IT rollouts, enhancements and customizations for all franchisee locations.• Created an IT department customer service dashboard, set department expectations and holds team accountable to ensure exceptional service (ex. hold times, outstanding tickets, etc.).• Created an operations dashboard for executives and franchisees to analyze the operations, understand inventory, and track multi-year progress.• Develops and maintains relationships with external IT vendors and service providers to ensure franchisees are operating with optimal systems at the best cost.• Created enterprise-wide training materials of process and policies for the IT support team and franchisees, creating more independence and self- sufficiency.

• Provide remote and on-site support for over 200 franchise locations as part of a call center using RDP, Remotely Anywhere, and VPro connections• Support and train end-users with Microsoft Dynamics Management RMS• Build, configure, and install Dell and HP point-of-sale systems• Promote/demote Domain Controllers to an existing domain• Configure Local Area Networks with static IP, VPN, and port forwarding• Troubleshoot software and hardware issues• Use SQL Management Studio to backup, attach, and restore SQL databases; run SELECT queries, and create user mapping• Use Active Directory to assign Objects to proper OU, create Global Catalogs, reset user passwords.• Use Hyper V Manager to create, and maintain Virtual Machines

Provide back-line service and support within a corporate setting. Install hardware components and configure software applications for desktops, laptops and printers. Setup and/or relocate end-user workstations. Manage and maintain end-of-lease computers and printers.

Notify domestic and international buyers affected by recalled medical devices. Organize official mailings and telephone communication. Track and record all responses from buyers affected by a recall. Improve the proficiency and functionality of the Excel tracking system by implementing Array formulas, Vertical lookups and IF statements.

Program and install "Aspire" multi-line phone systems. Install phone and data drops for Corporate and Private businesses. Terminate cables and patch panels according to industry standards.

Install CAT5e and fiber optic drops for Corporate and Government businesses. Install secure and unsecured networks for McDill Air Force Base. Terminate patch panels according to industry standards.