• Provides leadership, supervision, and mentoring to staff• Responsible for supporting Microsoft Windows 7 environment • Evaluate and establish best practices pertaining to end-user platforms• Responsible for team meeting key performance metrics• Generate technical documentation for Knowledge Base Articles and Best Practices• Resolve LAN/WAN technical problems• Provide support for IOS devices• Responsible for computer-related inventory and assets• Responsible for executing territory hardware, application, and software upgrade/patch roll-out plans and ensuring proper disposal of obsolete equipment• Tracks and supports remote access tokens for VPN and various mobile devices utilized by the organization

• Responsible for supporting the VMWare infrastructure, utilizing Vsphere 5.5 to manage VM servers and Horizon for desktops• Responsible for supporting US, Mexico, and Canadian end users with all IT related issues• Utilize Active Directory to create/manage Users and Computers• Manage ShoreTEL VOIP Phone systems – Administration, DID Range, Extension and Mailboxes• Utilize Microsoft Exchange Admin Center 2013 to create Mailboxes, Customize quota size, and Mailbox Delegation• Create Documentation (step-by-step processes) Software/Hardware Support• Manage printer installation, management, and driver updates • Utilize SharePoint 2010 Central Administration for Site Administration and support

• Managed a remote staff of 4 at 3 different sites supporting Windows and Unix servers, desktop and laptop equipment for over 1000 users• Completed Coordination of the implementation of all technology involved in opening 2 buildings. (Call Center & Distribution Center)• Ensure strong client service and satisfaction• Life cycle ownership of projects with concentration on managing project budgets, projected time allocation of resources, documentation, and time lines to within parameters set• Second level support for all end-user issues. Responsibilities included troubleshooting desktop hardware and software issues and requesting access• Act as a liaison between business partners and our technology groups, ensuring their needs were taken care of without impacting productivity