Manage the roadmap and resources, and review strategies, solutions, transitions, and operations for STRATA IT to ensure quality and end-to-end execution.

Managed a team of nine Technical Support agents that supported our merchants with hardware and software issues related to credit card processing.

Provided first and second level technical support for multiple locations as the primary Deskside Technician (Miami, Detroit, Chicago, and Champaign) and shared responsibilities for the Omaha office and La Vista Data Center. Support included Windows\Mac laptops, iPhone\Android cell phones, iPads, desk phones, printers, IDF/MDF rooms, wifi certificates, virus\malware removal, all associated accounts for the applications and various software applications.Please see below for some of my accomplishments that were not 'run of the business:'•Led Omaha Deskside Support to become the first Yahoo Deskside Support team to achieve “World Class Customer Service” rating in our quarterly customer surveys (QSTAC).•Increased the scores of my three offices (Omaha, La Vista, and Chicago) to exceed the “World Class Customer Service” range within a year of the initiative start date. I was the only technician to have three offices reach\exceed that level.•Sent to Yahoo headquarters by VP in order to revitalize the Walk up Windows and increase customer survey scores. Helped streamline processes and provided feedback regarding configuration and improvements for the Walk up Windows.•Conducted monthly training sessions and new hire IT orientation (in person and via video conferencing) for multiple locations.•Created the Walk up Window Experience Center for customers to test and utilize current inventory of laptops and cell phones available for Yahoos.

Provided second level support for end users regarding desktops, laptops, VDI, printers\MFD devices, hardware, software, Blackberry, iPhones, iPads, air cards and other peripherals via telephone, email, instant messaging and direct contact.

Provided first level support for end users via telephone, email, instant messaging and walk-ups.

Resolved or escalated transmission, transactions, and application issues from email, telephone calls, and TNG alerts.

Primary contact for set up and support for all end users workstations, printers, Blackberry, and software applications.

First point of contact on all technical issues. Effectively solving, coordinating, and communicating all problems.