Managing a team of Information System Analysts with a specialized focus on the Core Systems (Core - DNA, and Job Batch System - Automic). Main Focus is system uptime, reducing member friction by maintaining/upgrading major systems, and growth of my employees

Managed a team of 3 Information System analysts. Supported the Core System (DNA), Job Batch System (Automic), and multiple lending applications (Loan Director, Temenos, and Lender Link). Main Focus was system uptime, reducing member friction by maintaining/upgrading major systems, and growth of my employees.

Supervised a 2 person team on the Help Desk. One PC Support Specialist and an Identity Management Analyst who handles creating and disabling accounts for systems across the Org. I looked over the service desk system itself, creating new request workflows or modifying current one. Assisting the team while also working on projects and trouble tickets.

In charge of maintaining Helpdesk items; such as the ticketing system, calls, and assigning tickets. Primary contact for managing and troubleshooting PC hardware/software issues. Maintains deployment of . Minor server maintenance. In charge of maintaining an updated windows image for deployment through Smartdeploy. Minor scripting for silent deployment of applications, and bug correcting scripting (PDQ Deploy). Responder to alert for malicious activity on PCs as well as mobile devices. Granted access for vendors to gain VPN access into Citrix environments. Utilize solarwinds/Orion/Manage Engine for auditing services. Implementing change requests. Provide technical advice for other colleagues helping on the helpdesk. Assist in Infrastructure support in IT projects ran by Project Managers. - Won a 'Greatness Award' in 2017.

In charge of maintaining end user computers, and mobile devices. Troubleshooting critical production financial applications. Doing daily physical checks on all servers, switches, and UPS systems . Responsible for maintaining and troubleshooting server functionality. Coordinated purchasing and distribution of end user computing hardware and accessories. Monitoring email archiving, and spam filtering through McAfee. Monitored WatchGuard firewall hardware. In charge of setting up any new computer hardware with the correct configured client software, and Active Directory configurations in place. Creating and maintaining users and groups in Microsoft exchange. Automated manual reporting processes using powershell.

In charge of troubleshooting all issues involving Zebra thermal printers, and applications; using all knowledge available, and using team collaboration to find the right solutions while delighting our customers. I was also in charge of recommending other solutions if the printer cannot be returned back to intended functionality; solutions such as sending the printer into repair, giving part numbers for end user repair, and offering on-site service.

Part of a team designed to restore the intended functionality of client’s computers, enhance performance, and create a secure environment. Responsibilities include diagnosing and providing advice on repair options, perform repairs/upgrades, and educate users for future problem prevention. I was also in charge of making sure that any product being sent out or being received is done so correctly. I have also been in charge of making sure that the Computer Sales team is well versed in Geek Squad services.- Awarded Store MVP which is awarded to only one person in a store.