• Manage IT Service Desk Team, consisting of 7 employees. Provide support and serve as point of escalations for corporate, store and distribution center (1,100) employees.• Management of ticketing system & assigning work. Within my first six months, drove down open tickets in queue for Service Desk from 140 to 60.• Redesign IT Service Desk from a flat, un-tiered hierarchy to a layered approach, including Level 1, 2 and escalation technicians / team leads.• Project management, design and implementation of NinjaOne Remote Monitoring and Management (RMM). Rollout of product to 2500+ workstations for proactive workstation management.• Project management, design and implementation of Jira Service Management & Confluence. Rollout of product to over one hundred technicians in twenty-five teams.• Project management, design and implementation of replacing 1000+ outdated Windows 7 workstations with new hardware across 240 store locations and 21 Distribution Centers.• Implementation of inventory management / asset tracking for all workstations (2500+) company-wide.• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.• Cross-trained existing employees to maximize team agility and performance. Help define subject matter experts (SMEs) and assign work for relevant incidents.• Maximized performance by monitoring daily activities and mentoring team members.• Negotiated contracts with vendors and suppliers to obtain best pricing and terms. Created working partnerships with Dell Premier, CDW, SHI, Macrium & NinjaOne• Created new golden images of Windows 10/11 utilizing best security hardening practices & Macrium for mass deployment of workstations.• Build & create documentation database within Confluence for IT across multiple teams: Service Desk and Infrastructure.

• Support for multiple companies, including Edible Arrangements, BerryDirect, Naranga & Netsolace’s corporate offices. In total, supporting over 450+ multi-site employees within the US & Internationally.• Currently lead a team of 3 IT technicians, while acting as the point of escalations for all IT issues.• Level III troubleshooting of Windows Server (2012-2019) within Azure. Helped to migrate all existing (50+) on-premises servers to Azure infrastructure.• Primary engineer responsible for Active Directory / Azure AD & Group Policy management. • ConnectWise (Automate & Manage) research & implementation for RMM Help Desk solution. • Help maintain network infrastructure within the Atlanta corporate office (Cisco Meraki).• Setup automation tasks through scripting within Automate software & PowerShell to cut down on repetitive, daily maintenance tasks.• Streamlined onboarding and offboarding policies & procedures with multiple internal departments to meet PCI regulatory compliance.• Act as global administrator for the following products: Office 365 (Microsoft 365 Exchange, SharePoint, Teams, OneDrive) & Microsoft Azure. In charge of M365 administration & Azure server implementations & infrastructure.• NetApp SAN maintenance• Great Plains & QuickBooks Administration & Architecture, from on-premises to cloud services in Azure• Veeam Implementation & Administration for on-premises servers.• Work with our on-site PCI compliance auditor to restructure outdated corporate IT policies & procedures.• Manage security patching & vulnerability scanning + remediation for all workstations and mobile devices within scope.• Project ownership, implementation, and administration of Exclaimer Cloud Signature services.• Project ownership, implementation and administration of Microsoft Endpoint Manager and Duo MDM solution.

• Altuscio Networks acquired by All Covered. Current title reflects Support Specialist II, or better known as a Field Engineer (Level 2).• Primary On-Site IT Engineer for two clients - Supporting over 150 employees in a multi-site recruiting firm, as well as over fifty users in a specialized medical practice.• In-depth troubleshooting of Windows Servers (2000-2016, including SBS), Networking (Wired and Wireless), as well as Desktops/Laptops/Thin Clients running Windows 2000 to Windows 8.1.• Mobile device support (iOS, Android, Blackberry)• All support tickets written with impeccable detail to be logged in our incident management system, as well as the creation of knowledge base articles / technical write-ups to help alleviate ongoing technical issues that other engineers may review to resolve incidents.• Work with a broad range of small to medium businesses in the field for emergency and non-critical technical issues.• Active Directory & Group Policy management, supporting day-to-day changes and configuration/implementation of group policy when applicable. • Mobile device support (iOS, Blackberry, Android)• Mac OSX diagnostics, primarily geared towards the implementation of Microsoft Office applications and Office 365 setup with on-going support. General troubleshooting of Mac laptops/desktops/mobile devices when necessary.• Virus removal and remediation, including zero-day exploit proactive maintenance.• Server/Workstation Backup and Auditing, Including Acronis, Symantec Backup Exec and other major cloud service providers.• VMWare and HyperV – server configuration & performance troubleshooting of virtualized instances, including Veeam backup.

• Primary On-Site IT Engineer for two clients, supporting over 150 multi-site employees of a Fortune 5000, as well as over fifty users in a specialized medical practice.• In-depth troubleshooting of Windows Servers (2000-2012, including SBS), Networking (Wired and Wireless), as well as Desktops/Laptops/Thin Clients running Windows 2000 to Windows 8.1.• Mobile device support (iOS, Blackberry, Android)• All support tickets written with impeccable detail to be logged in our ConnectWise system, as well as creation of knowledge base articles to help alleviate ongoing technical issues for other engineers to review.• Work with a broad range of small to medium businesses in the field for emergency and non-critical technical issues.• Active Directory & Group Policy implementation, supporting day-to-day changes and configuration/implementation of group policy when applicable. • Mobile device support (iOS, Blackberry, Android)• Mac OSX diagnosis, geared towards Microsoft Implementation (Office Suite and Office 365 Support) as well as basic hardware configuration and data transfers or file recovery.• Virus removal and remediation, including zero-day exploit proactive maintenance.• Server/Workstation Backup and Auditing, Including Acronis, Symantec Backup Exec and other major cloud service providers.• VMWare and HyperV – server configuration & performance troubleshooting of virtualized instances.

• Oversee the daily performance and proactive upkeep of Windows and Mac systems via MSP solution systems such as ConnectWise and LabTech. ° 9x5 Support for many small businesses around the greater Atlanta area, including server maintenance and general workstation upkeep.• Allworx, Zultys and Mitel VOIP systems support including general upkeep, setup and configuration changes.• Small Business migrations to Office 365 from exchange platforms or other cloud providers.• Answer client inquiries via SLAs regarding software or hardware diagnosis to resolve problems. Troubleshooting accomplished 90% remotely, 10% on-site. • Emergency issues resolved after-hours/weekend support as needed.• Monitor automated ticket flow created by servers/workstations via ConnectWise and LabTech to proactively prevent hardware failure and data loss. • Refer major hardware or software problems or defective products to vendors or technicians for service, primarily Lenovo and Mac workstations.

• Maintained day to day server upkeep for eight Windows Servers, ranging from Windows 2000 to Windows 2008 R2, including Exchange Server 2010 on premise.• Supported QuickBooks Enterprise, Windows 2008 Domain Controllers, Active Directory and Group Policy implementation.• Oversaw the daily performance of computer systems of fifty employees and their mobile devices / laptops.• Answer user inquiries regarding computer software or hardware operation to resolve problems.• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.• Install and perform adequate repairs to hardware, software, or peripheral equipment, following design or installation specifications.• Confer with staff, users, and management to establish requirements for new systems, software, or necessary modifications.• Lead programmer for animatronic units via Guilderfluke systems for special projects contracted by Six Flags over Georgia.