• Provide first line support for copy system general inquiries and troubleshooting. Evaluate and recommend copy system updates based on routine releases, user feedback, and lean initiatives.• Coordinate activities and resources required for all copy system changes, including validation and testing activities; execute as needed.• Build and generate reports, dashboards, and metrics to support business needs.• Create and maintain training materials and user guides for copy system use; provide training to new and existing users as needed.• Complete routine tasks in copy system to ensure audit readiness at all times.• Maintain licenses for copy system users.• Review, analyze, and evaluate system operations; communicate, escalate, and report issues, status, and results as required.• Act as a liaison between company and software vendor.

• Responsible for monitoring & management of multiple clients, working in a team environment, communications with clients, vendors, analyzing network traffic, and supporting data center system components and processes. • Systems support included Windows Servers, Workstations, and Azure (Intune, Active Directory, SCCM, etc.)• Ensures technology documents such as Specific Client SOP’s, Run-Books, Service Contracts related to technology operations, and/or technology services are reviewed, evaluated, updated, and processed. January 2018 – FebRuary 2019 SR Team Lead / Astadia, Jacksonville, FL.• Directed day to day operations for a group of 7 System Administrators through the assignment of specific tasks and duties to individuals in support of clients. • Responsible for mManaging and es and developings new employees assigned to shiftschedules,. Responsibilities include but are not limited to goal setting, training, process improvement, and rReporting. • Management of time-sensitive projects including involving deployment of monitoring tools to clients, development of Windows 10 images, and lastly transitioning of Mobile Device M anagement solution.

• Directed day to day operations for a group of 7 System Administrators through the assignment of specific tasks and duties to individuals in support of clients. • Responsible for managing and developing schedules, goal setting, training, process improvement, and reporting. • Management of time-sensitive projects include, deployment of monitoring tools to clients, development of Windows 10 images, and transitioning of Mobile Device Management solution from the previous MSP.• Performs scheduled server patches/updates. • Responsible for recognizing server and network issues and correcting issues with best practice solutions including third-party resources as needed. • Documenting in detail solutions while leveraging technical writing skills to ensure clear and precise tracking and reporting. • Increases workplace efficiency by recommending processes improvements, including documentation procedures for performing all job duties.

• Administration of Windows servers, network devices, and various third-party applications. Monitoring and proactively maintained Windows servers, Cisco-based network devices, and various applications based on ITIL best practices. • Management of scheduling for RMM team, the creation of reports for clients, and ticket tracking. • Maintenance of data integrity and system availability through Baracuda backup solutions. Use of Citrix based applications to access client systems. • Use of Hyper V and Vcenter 5.5 for testing environment and virtual machine hosting.• Monitoring real-time and historical network and server infrastructure for multiple enterprise-level organization with more than 700+ users with global sites.

• Provided first tier support for Bank of America environments supporting 60,000 users.• Process improvement of ticket quality handling and in-depth understanding of specialty request for certain clients and documentation of the process. • Management of the Mobile devices system.• Conducted troubleshooting of Windows based operating system and applications.