Responsibilities: Taking calls, emails, online submissions from end users at 100+ locations. Maintaining user accounts in Office 365/AD. Troubleshoots, diagnoses, and resolves problems with desktop computer hardware, related operating systems, application software, PC-level network functionality, and computer and telephony peripherals.

First Level IT Support. Handled Help Desk requests via email and phone. Managed all requests through ticket system. Ensured all requests were completed by IT personnel responsible for issues. Updated and administered changes to Help Desk software. Created accounts for new users. Worked actively in Exchange to maintain user information. Administrator over account information in Office 365. Customer Service pertaining to IT related issues. First level troubleshooting for Software and Hardware issues. Maintained and updated phone directory for company.

Data Entry for local Aviation company. Updated prices and bid information in database. Responsible for bidding on government auctions.

Managed the day-to-day operations of the help desk, directed technical staff, managed customer relations. Supervised and evaluated the performance of the Help Desk Support Staff. Developed standards, policies and procedures for the Help Desk. Assisted in maintaining desktop application licensing requirements. Provided technical support to all departments in resolving network and computer hardware or software issues. Maintained a solution data base of technical issues affecting end users. Evaluated new information systems products or services and suggests changes to existing products or services to better aide the end user. Managed the help desk system software and its database. Documented, tracked and monitored work orders to ensure accurate and timely resolution. Generated help desk performance and metric reports for upper level management.

• Worked in 3 separate McDonald’s facilities for Knotts Enterprises when needed• Managed on average 10 crew members per shift• Balanced cash drawers for my shifts• Maintained a clean operation with A’s in all inspections• Assisted in disciplinary action with the Store Manager when needed• New Hire orientation weekly• Trained new managers as well as new crew as they arrived