Designed, implemented, and maintained legacy and modern systems while ensuring stability between both. In charge of each piece of technology equipment from RF Guns in the warehouse to Datacenter and Office equipment. Developed solutions when 3rd party answers were not available and maintained all technologyequipment in the company across 8 locations around the country.Accomplishments:● Designed, implemented, and maintained a Linux POS distribution based on OpenSuse to allow outdatedequipment to have updated security without needing to buy new hardware.● Developed multiple automation softwares to streamline IT tasks and introduced Group Policies.● Built an internal IT wiki database and inventory management system based on SnipeIT.● Migrated voice systems to a new vendor to allow better call control in the call center.

Assisted with the training and rollout of proprietary mobile devices. Provided support from the electricalinstallation and configuration of automotive Bluetooth devices to proprietary software on Intermec MobileDevices. Worked to help distribute and centralize training materials to my team, ensuring understanding withevery support member.Accomplishments:● Designed Installer and Database Reset tool for a mobile emulation/training system.● Built custom tools to streamline resource utilization, effectively automating many IT Upgrade andInformation Gathering Processes as well as automating many manual data entry tasks.● Assisted with the Systems Administration team on multiple projects, using my automation capabilities toquickly resolve enterprise level problems on Exchange, Azure, and Microsoft Server systems.● Built multiple Powershell and .NET solutions to assist with migration from Microsoft Exchange to MicrosoftAzure systems, as well as numerous Active Directory data verification scripts.

Remotely investigated and resolved Sprint network issues as reported by customers using both legacy CLI applications and modern GUI tools. Troubleshot, tested, and identified issues with Sprint cell sites and routers, dispatching necessary teams when remote commands did not resolve identified issues.Accomplishments:• Trained in the transition to Network Vision 1900Mhz and 800Mhz equipment.• Developed a number of tools to automate job functions and optimize efficiency.• Developed the BTSMaster database application to give all Ericsson employees a reference database of sites migrating to new switches.• Developed The Needful, a full user interface combining data collection and cross-referencing between dozens of online browser based tools with a powerful built in SSH functionality to automate command line processes on Cisco routers as well as Ericsson, ALU, Samsung, and Motorola Cell Towers to investigate customer issues on Sprint Legacy and Network Vision equipment and provide automated triage and reporting.

Assisted customers with billing and service related discrepancies and inquiries. Handled all calls with a professional and upbeat tone while calming disgruntled customers and building trust. Navigated both legacy and modern systems to identify and resolve customer issues while adhering to company policies and procedures. Executed creative solutions for problems that may not have had a direct solution, ensuring great customer experience and improving business/customer relations.Accomplishments:• Service to Sales Certified. Completed nationally recognized three day training on transitioning from service to sales environments.• Became a valued source to my team for technical questions, while continuously learning specifications and known issues for phones as they were released.• Doubled business expectations in sales while continuing to provide exceptional focus on customer experience and issue resolution, being a metric leader for the site 5 weeks in a row.

Computer TechnicianDiagnosed and repaired desktop and laptop PCs for customers, both in store and on site. Built multiple software and hardware tools to streamline repairs and automate system installation. Pioneered numerous diagnosis and repair techniques ranging from non destructive virus removal, to advanced system tune up and preventative maintenance. Also set up and maintained a linux LAMP server with 98% uptime.Accomplishments:• Introduced component level repair, increasing successful repair rate 25%, expanding repairs to other devices including monitors and flash drives• Built a custom Windows XP that could be installed to systems with much lower specifications, allowing customers to utilize newer software without new hardware.

Performed component level diagnosis and repair on arcade and coin operated machinery, keeping cost down while providing solid repairs for the machines to be resold. Modified hardware for custom arcade cases to ensure games would fit the customer’s needs and location. Reprogrammed EEPROM devices, allowing Palmentere to reuse boards that otherwise would have been discarded. Assisted with the rebuilding of arcade monitors, ensuring high picture quality.Accomplishments:• Designed software to assist with the posting of equipment to Ebay, reducing the time to post machines for sale by half.• Became a source of information relating to the digital circuitry components, excelling in digital repair well beyond tenured technicians.

Provided world class IT service to internal H&R Block associates, and elected to also assist customers with loan and tax refund status questions. Was able to provide a professional tone while providing easy to understand instructions for computer diagnosis and repair over the phone. Was efficient at navigating legacy console-based systems to manually send and remove tax returns in IRS systems.Accomplishments:• Cross trained to handle support for IRA account management• Built custom tools to streamline resource utilization, minimizing the number of screens necessary to resolve a problem.• Executed repair strategies for multiple global system outages, finding simple solutions in critical situations.