Projects:- Migrations:• From IBM MaaS360 to Microsoft Endpoint Manager + Intune w/ mobile autopilot using Samsung Knox (Mobile Phones and Tablets). • Windows Autopilot • Create Power Virtual Agent Chatbot with Microsoft CopilotKnowledgeable of: • Active Directory• Azure AD, Microsoft Entra• M365 Admin Center• M365 Security; Defender; Endpoint Manager/Intune• Windows and Android OS• Power Platform (Power Automate)• Installing and configuring software, hardware• Monitoring system performance and troubleshooting issues.• Manage the IT Devices (Computers, Phones, Tablets)• Manage Verizon lines + MaaS360 Mobile Device Management platform

• Collaborated with multiple teams and departments.• HR – worked on projects to train new hires and collected information for team enrichment.• Networking – facilitated professional development for the Store Solution Center team on new technologies such as Sig Gateway, Meraki, Comcast.• POTS/VOIP migration, Omni/Dom, IPS, Update KB articles and Zendesk categories, Comcast Broadband Modem Upgrades, Train SSC in SME AOR, VEC- TACACS password reset, PCI Compliance testing.• Utilized Splunk to determine account status for sharing relevant data with appropriate teams.

• Serves as a point of contact for fellow technicians by answering questions, giving directions, and handling escalations to maintain one call resolution directives.• Provided resolutions to store complications through interdepartmental correspondence. • Provided training and staff development using knowledge base articles.• Supported other teams as needed.

• Performed first tier technical support in a collaborative call center environment by answering inbound and making outbound calls regarding software, hardware, phones, procedural questions, and network connectivity for all 1,500+ stores• Diagnosed and installed hardware and software remotely. • Create and respond to store generated work orders via Zendesk• One of the first support associates selected for training on new POS systems• Answered transaction “how to” questions based on company operational manual and specifications.

• Processed payments in Artis via phone or in person• Assisted members with questions about policies and/or claims• Maintained daily and monthly backup tapes to assist in returning office to pre-incident conditions• Contacted members if their policies and/or membership were in danger of cancelling.• Assisted in troubleshooting any computer or fax machine problems• Answered multi-line phone and directed members to their agent, claims, or billing/refund dept.