James Mills Email & Phone Number

• Lead projects aimed at improving operational efficiency• Create and expand on process improvements and automation, including AI implementation and integrations• Conduct access reviews and update and administer policies• Create and conduct team training sessions on IT best practices and new technologies• Manage relationships with IT vendors• Assist in budget management and spending on team-wide software and hardware acquisitions• Develop and maintain comprehensive how-to documentation

• Managed the IT Service Desk queue (ServiceNow) to ensure external support were completing incidents and requests within the required SLA• Planned and managed technical projects, including security compliance and hardware refreshes• Hosted daily IT stand-ups to review upcoming and pending incidents and requests• Took ownership of IT and support requests, and delegated to in-office and remote support staff• Provided QA support for new system and equipment changes• Worked directly with senior management, directors, and project managers to complete deliverables• Worked with external vendors to complete hardware purchasing and renting• Administrated the Google Workspace (formerly G-Suite) of 500+ users• Helped streamline the onboarding process for new hires• Continued to provide the support and expectations of the below Support Specialist role

• Provided level 1 and 2 support for 2000+ employees and field representatives across North America• Supported and worked with Windows 10, MacOS, Android, iOS, Office 365 (SharePoint, Teams, OneDrive), Active Directory, MDM software (SOTI MobiControl), networking, and printers• Organized and maintained internal assets to ensure accurate inventory records (asset management)• Imaged and deployed Windows, Mac, Android, and iOS devices• Worked within the mobile device management software to deploy devices across several different profiles• Created videos and documents to support new application and equipment launches• Created learning guides and processes for the IT team• Created and led hardware and software training for new program launches• Worked with internal departments to share knowledge and find solutions to incidents• Created quotes and provided support for experiential marketing events