Hold full responsibility for Provisioning and Deprovisioning of all virtual machines on VMware and remote datacenter clouds• Primary responsibility for all Citrix NetScaler, Controllers, StoreFront, Policies, VApps and Desktop provisioning requests, as well as Licensing.• Support lead for Citrix user and printing issues for both Citrix and ThinPrint printing• Responsible for Infrastructure/Datacenter Operations Projects, Administration, Resource Management, Maintenance, Support of over 300 Windows Servers across multiple datacenters and domains• Azure Administrator responsible for user management, access, VM maintenance and backup• O365 Administrator responsible for user management, access, content search, using Exchange Shell• Responsible for daily VM monitoring, maintenance, troubleshooting using vSphere via centralized TS console (Royal TS), SolarWinds N-Able, Mastermind Backup and BackupExec across multiple remote datacenter ESX hosts and multiple Windows domains• Responsible for escalated level 3 IT incidents, including interacting with clients to diagnose/resolve, initiating cases with software/hardware vendors where required, and documenting all case activity and track incidents to closure• Windows Server, Active Directory and GPO Administration, Support, problem diagnosis and resolution, maintenance, upgrades via ServiceNow tickets and change requests• SQL Server support create/maintain/troubleshoot maintenance plans, log file size management, database connectivity to business software applications in dedicated and multi-instance scenarios• Prepare customer requested reports, i.e., user listings, GPO configs for audits• CrushFTP server and user administration• SolarWinds N-Able monitoring software administration, endpoint agent installation and troubleshooting

*Proficiently screened, selected, and trained new employees *Provided consistent leadership *Provided technical expertise to team members *Offered telephone support to highly escalated issues with customers *Supervised a team of 5 Support Engineers in a Lead capacity *Monitored progress toward goals *Responsible for creating the schedule for the Team *Assisted the Sales Team procure new clients for our FlexIT Managed Services program *Ran reports from ServiceNow for the Support KPI *Compassionately applied support for emotional customers with delicacy, listening empathetically while maintaining company policy *Developed procedures for client and support use to maintain business policy cohesion *Helped to reduce overall incident count down from 600+ to 110 *Created the ServiceNow Knowledge Base site from the ground up *Evaluated team-member technical skills and provided corrections plans as needed *Ensured deadlines are met

*Championed support of over 7,000 users worldwide via phone, email, and remote access with high satisfaction rating *Consistently maintained a positive attitude and satisfaction with helping people *Performed creation, disabled, and modification of user accounts in Active Directory *Focused on superior customer service delivery and led by example *Upgraded/modified servers using VMware’s vSphere to add RAM, HD Space and CPU *Provided top notch tier 1,2, and 3 level support for multiple clients *Endorsed building strong customer relationships for better retention of client base *Utilized Remote Access and Desk Service Tools to provide on-site troubleshooting assistance all across the world *Monitor over 1000 servers via SolarWinds *Provided written reports and documentation to management *Exceptional customer service skills *Offered telephone support to highly escalated issues with customers

• Field incoming technical issues for our software DocManager/Kofax/Staffware WorkFlow• Maintain a personal queue of ongoing customer issues until resolution • Diagnose complex software issues on a variety of OS• Document all customer/case details in Support case tracking system• Connect to client via GoToAssist/WebEx products

• Responsible for shipping software installations at client sites• Tactfully diagnosed printer and software issues • Created FAQ documents as well as User Guide

• Maintained quality assurance of all scanner software through laboratory testing. • Problem solved through written reports detailing problems and active solutions. • Conducted physical repairs to assure product excellence.• Maintained laboratory-testing equipment including computer systems.• Installed and tested products under German and Japanese Windows

Responsible for diagnosis of issues in multiple OS platforms including OS2.Effectively serviced customers throughout the United States.Responsible for replacement product and customer refunds. Tactfully handled escalated customer issues requiring advanced technical support.Received Company accommodation for excellence in customer support