• Administration and support for Slack Enterprise Grid consisting of 20+ workspaces, 200k channels, and over 95k members.• Troubleshooting and management of user access, issues, and education.• Guest account management and administration for over 1,200 guest accounts across 253 channels.• Slack Workflows: policy auditing, access administration, troubleshooting and support.• Experience with Service Now and Thousand Eyes monitoring.• Identify and Access Management: Active Directory (provisioning and permissions), SAML based SSO using Okta IDO, SCIM provisioning as it relates to the Slack Grid environment.• Create and maintain technical documentation for governance, incident playbook, processes, self help articles, and internal site product page.

Manages 30+ Authorized Service Providers in Central and Eastern US, coaching to current service strategy and business goals. Onboards new providers and assists with researching/vetting prospective accounts.

Acting Team Manager for teams of 12-20 advisors on multiple occasions ranging from 1 week to 6+ months at a time. Assisted advisors in development of skills and helped teams meet and exceed business goals through holistic coaching, self discovery conversations, and root cause analysis. Assisted in creation of a scope of support article and quality evaluation guidelines for one of the roles managed.

Internal chat-based support for advisors related to customers' repair or dispatch issues. Consistently exceeded metrics related business goals. Created and facilitated training program for new advisors to the role. Developed and maintained multiple collaboration documents and tools for the team. Led multiple projects to further improve business systems and processes.

Temporary rotational assignment with Support Technologies department assisting with an internal collaboration tool. Assisted in facilitating Community Management Audits and User Experience Surveys. Improved upon existing reporting processes to more efficiently display root cause analysis and data important to the business. Transitioned and developed multiple Communities within the tool for various departments within Apple in order to drive adoption, increase collaboration, and share information in real time. Assisted in implementing automated permissions access to the tool based on user roles.

Direct customer technical support for Apple's line of iOS devices: iPhone, iPod, iPad. Consistently achieved metrics related business goals. Developed team newsletter for sharing of information and celebrate of team achievements. Received Customer Satisfaction Recognition for achieving 95% or higher overall in a single quarter.

Created individual solutions for customers utilizing product and market knowledge. Elicit business introductions to grow enterprise contacts, sales and owners. Assisted in maintaining inventory accuracy through physical counts and systematic reconciliation. Lead educational workshops for customers on Apple products and services. Participated in peer-driven advisory group to enhance peer interactions and work environment.

Assisted help desk support for multi-unit restaurant chain and support office. Maintained Novell phone system as well as Active Directory and Exchange accounts. Compiled and analyzed data from Microsoft Access to administer compliance audits. Served as acting Marketing and Compliance Manager: Led website redesign project and created multiple marking advertisements utilizing Photoshop. Assisted with local restaurant marketing initiatives. Assisted with two new restaurant openings.

-Created county Intranet using PHP, MySQL, CSS and HTML -Supported Lawson and Kronos applications -Created training guides and documentation for in-house applications

-Supported district employees with software, hardware and connectivity issues -Assisted technicians in the field with PDA issues-Created website for technicians to reprogram their PDA if technical issues occurred while away from the main office-Maintained the Ehrlich Information System-Collaborated with help desk staff on website using HTML and PHP-Maintained the Ehrlich Intranet web page using Dreamweaver and FrontPage

-Responsible for assisting students and faculty with computer and network related issues-Repaired computers with technical issues-Assisted students returning to the college each year to properly connect to the college network