● Managed a team of 17 engineers including both Helpdesk and NOC, Monitoring there KPI’s, Yearly reviews, Schedules, ticket reviews● Project management – scheduling Milestones, Client meetings, working with the engineer to complete work● Ticket reviews and delivering feedback and coaching● Training – Worked to have the latest training for engineers● Worked with Vendors like Pax8, Sea Level training, Sonic wall, HP, Dell, Xerox, D & H● Created a culture of engagement and teamwork● Interviewing and hiring of new Engineers.

● Cloud Applications – Azure (Entra ID) Azure Connect, Azure Virtual Desktops, Microsoft Intune, Office 365● Microsoft Office – Excel, Word, Outlook, PowerPoint, Access, Project● Security – Datto, Sentinel ONE, Tydol, Bitdefender, Microsoft Defender.● Virtual Machines – Hyper V, VMware● Operating Systems – Mac OS 10.1 to 10.15, Windows 7, 8, 10 and 11● Windows Servers – Server 2008, 2012, 2016, 2019, 2022● Ticketing systems – Syncro, HaloPSA, Remedy, HP Unicorn● Software – HaloPSA, Syncro, NinjaRMM, Datto, IT Glue, Hudu IT, Adobe Creative cloud, Sage, Salesforce, Quickbooks, Ubiquiti Cloud Services, Fortinet, Brightgauge. Sonicwall● Hardware – Dell PowerEdge, Cisco Meraki, Sonicwall, Fortinet, Ubiquiti switches and Access Points

● Ticket reviews - delivering feedback and coaching● Training Technical Agents - new software and side-by-side training● Worked as both Project Lead & Team Member, creating process development for E-Mail Migration and software deployments ● Well-versed in all aspects of Services provided - Fibe TV, Internet -Residential and Business, Home Phone and Cellular services.● Started as a Level 2 Technician, moved upwards to Level 3 Technician, ended as a Level 4/ATS Agent, helping with issues ranging from e-mail to troubleshooting a clients business network.● Proficient at Client de-escalation.● Customer Service Training - Showing Empathy & Customer Satisfaction.