• Offering technical guidance to troubleshoot systems, and resolve problems, and assumed the role of primary liaison for all communications with the company’s IT vendor, HCSS.• Contributed to maintaining accurate financial data and improving overall project efficiency by collaborating closely with Project Managers to lead an initiative focused on rectifying job cost discrepancies.• Demonstrated exceptional project management and training skills by spearheading a comprehensive initiative to implement the VIZZN software organization-wide. This strategic project resulted in an enhancement of communication and collaboration across various departments and project sites.• Proactively designed and executed a comprehensive training program, encompassing how-to guides and instructional videos, aimed at empowering new hires and end-users with the necessary skills to operate HCSS software proficiently. This initiative resulted in a noticeable enhancement of field operations and a significant increase in overall efficiency.

• Communicated with users to identify issues, walk through solutions, and initiate corrective actions to restore service and functionality.• Acted as the product owner, taking ownership of the company's onboarding application and overseeing its functionality and performance within Skanska's Active Directory and Exchange environments.• Collaborated closely with the Development Team to design, iterate, and validate new features and enhancements for the Onboarding application.• Facilitated coordination across development and server teams to ensure seamless Quality Assurance/Quality Control processes and clean-up of Active Directory and Exchange accounts.• Actively participated in testing updates for ServiceNow, designing and implementing comprehensive testing plans to enhance customer support and service solutions.

• Served as the primary contact for a large network of over 14,600 agents across 9,300 locations, providing prompt assistance with customer policy inquiries.• Achieved a 30% reduction in agent complaints by efficiently resolving issues on the first call, demonstrating strong problem-solving skills and effective communication.• Coordinated with agents to address billing inquiries, ensuring timely resolution, and maintaining positive relationships with key stakeholders.• Proficiently resolved non-licensing-related questions and issues, utilizing available company resources to provide accurate information and appropriately redirecting inquiries to relevant departments.

• Accountable for creating user accounts, resetting passwords, and configuring server and file management software to ensure smooth access for users.• Collaborated seamlessly with team members to meet deadlines while installing and configuring IT communication equipment.• Offered round-the-clock support to end-users, promptly resolving issues, and continuously evaluating IT systems to ensure they meet operational demands.• Acknowledged for exemplary performance in monitoring, operating, and maintaining communication equipment, showcasing a commitment to ensuring optimal system functionality.