• Perform help desk service support for Emerald Home Furnishings corporate office consisting of over 75 end users, and two (2) remote offices; ensure connectivity through face-to-face administration and remote desktop assistance.• Manage Microsoft Office 365 Admin Center to ensure all applications are running properly and backed up according to company policy.• Create, change, and manage all Active Directory accounts for local/remote users, vendors, and sales representatives.• Utilize SysAid ticketing system to handle employee requests for help with technical issues and update our knowledge base to document reoccurring issues for faster response time.• Improved the imaging station to ensure proper PC imaging on all company desktop, laptop, iPad, and tablets.• Maintain and troubleshoot phone issues on the RingCentral phone system.• Walk users through the problem-solving process in non-technical terminology.

• Performed Information Technology service support for Clawson And Staubes, LLC law firm main office consisting of over 100 end users, and three (3) remote offices with 25 end users; ensure connectivity through face-to-face administration and remote desktop assistance.• Facilitated audio/video equipment during focus group sessions to ensure all instances were recorded and stored using cloud technology.• Trained end users on proper procedures for desktop/laptop/printer/copier operations to ensure all equipment was being used to its maximum potential while maintaining optimal service to extend life.• Additional duties included, but not limited to, management of OfficeServ Device Manager (Phone system), Facility Management, and Point of Contact for all third party vendors.

• Trained and mentored team leaders on Network Operations resulting in and overall increase in helpdesk productivity by 150%.• Supervised training and professional development of Tier II Support Team; mentored personnel through one-on-one counseling, group sessions, and documented best practices.• Resolved network issues through proper troubleshooting and servicing techniques on classified and unclassified systems; reduced network downtime while improving availability across the domain.• Analyzed trouble tickets for customer support issues and scheduled/managed Authorized Service Interruptions (ASI); resolved customer and network issues via remote access or console.• Managed secure communications equipment, providing Communication Security (COMSEC) key management, rekeys, and endpoint troubleshooting.