• Manage the technical support operations of Mac On-Site which includes client relationships, recruiting and technical support strategies.• Manage multiple current contracts providing technical and staffing coordination across tasks and contracts.• Design and implement virtualization and cloud-based IT solutions to • Deploy and maintain mobile device management platforms, Jamf and Airwatch for internal organizational use and clients.• Oversee NetSuite ERP implantation project to replace aged internal accounting platform. Coordinate with internal stakeholders to determine functional and business requirements and partner with external consultants to successfully implement and migrate all data.• Provide Tier 2 and Tier 3 level support for clients including corporate executives.• Develop training manuals and training plans for all technical staff.• Successfully acquire Apple Authorized Service Provider status and develop additional organizational capability to perform hardware repair for Apple hardware devices.

Provide educational instruction and training in technological disciplines for the local community.

• Provide 1 and 2nd level on-site and remote support for all users.• Provide executive level technical support for corporate officers.• Implement cloud storage solution Egnyte to support business continuity and data loss prevention initiatives.• Implement new ITSM solution SysAid to provide issue and problem management for IT engagements.• Coordinate with external vendors to complete hardware repairs for company owned devices.• Manage corporate owned iPhones including AT&T plan administration and replacement of phones.• Manage incoming support engagements and escalate to appropriate technical team if required.

• Provide 2nd level on-site and remote support for all users based out of the headquarters location.• Identify problems impacting multiple users or systems and escalate to the Systems Engineering team for further review.• Receive escalations from other analyst and provide assistance in resolving issues.• Work with various internal and external vendors to resolve service related issues.

• Provide 2nd level on-site and remote support for all users based out of the headquarters location.• Identify problems impacting multiple users or systems and escalate to the Systems Engineering team for further review.• Receive escalations from other analyst and provide assistance in resolving issues.• Work with various internal and external vendors to resolve service related issues.• Maintain a case resolution percentage of over 90% within established SLAs.• Document technical solutions and distribute to all analysts.

• Image and configure PCs for existing and newly hired associates for headquarters campuses and Marriott properties in transition to Windows 7 platform.• Support over 140,000 clients both domestic and international with various hardware and software issues.• Maintain current technical documentation regarding imaging and data recovery processes. • Utilize Active Directory and Exchange Management Tools to diagnose and resolve issues with user accounts and exchange mailboxes.• Resolve 85% of assigned cases within the established 3-day service level agreement.• Serve as subject matter expert for Mac computer imaging.• Receive escalations from other analysts and provide assistance in resolving issues.

• Consulted with users and managers and advised them of best deployment strategy of existing and new technology assets.• Tracked SLA and various project deliverables utilizing the New Scale Request Center system.• Imaged computers using Norton Ghost and ImageX.• Provided initial system setup and data migration for users.• Remotely configured new and existing PCs deployed at various Marriott properties throughout the United States.