• Manage over 100+ relationships between Microsoft’s clients and Microsoft Azure cloud engineers to assure our clients are happy with the support given from our engineers• I ensured customer satisfaction by reviewing 25+ cases per day to de-escalate possible escalating situations and if a possible escalation were to happen I engaged internally to get our customers proper support they needed• I retained customer satisfaction by monitoring case progress on 400+ cases per month and wrote reviews on cases until I knew the case was running smoothly before marking the case reviewed• I met with a cross-functional teams between the Philippines, Kazakhstan, and North America for collaborating on timely issue resolution and process optimization

• Build and maintain relationships with 50+ stakeholders, senior team members, and other departments involved in the project to migrate 150+ SharePoint sites and 50+ network drives in an agile environment• Regularly communicate progress to alert Project Managers and stakeholders if a deliverable is not achievable or is likely to slip, allowing sufficient time for a sensible course of action while recommending alternative approaches and/or options to accommodate deadlines and prevent slippages• Work closely with stakeholders to clearly define what will be considered in and out of scope for the project and ensure all project team members and stakeholders understand the impacts if any and obtain all necessary sign-offs• Create and document over 50+ Stories in Jira explaining the problems, solutions, and verdicts of the project so all team members are on the same page• Perform post production review to ensure successful implementation and work with production support team members to research any issues• Reported monthly metrics/KPI’s; understanding and articulating data anomalies

• Handled 20 to 30 tickets per day for remote and in office clients and documented each ticket within Jira• Provide technical support remotely and in-person to 700+ Alkami employees, including troubleshooting issues related to Windows, Mac books, Cell Phones, and tablets• Lead meetings and presentations, including onboarding and training for all new employees• Assist in weekly sprint reviews and new IT projects across multiple departments in an agile environment• Utilize Tenable.io and Splunk for daily patching/remediation of Alkami devices to uphold defined company compliance and security standards• Manage Ivanti MobileIron accounts and assist users with installation/troubleshooting on mobile devices to keep devices secure• Update weekly patching spread sheet for up to 700 employee’s using V-Lookup via Excel• Create Confluence articles for Alkami employees to access solutions to commonly seen issues• Partners with project team and stakeholders to define project requirements, constraints, and assumptions in order to establish the project deliverables, resources needed, and timelines

• Coordinated enterprise mailbox migration from on-premise to office 365, scheduling user groups, providing written instructions and supporting users through desktop and mobile mail setup• Handled 30 to 40 tickets per day for remote and in office clients and documented each ticket within ConnectWise• Setup Microsoft MFA for migrated users and assisted them with adding that to google authenticator• Reset domain passwords as needed through active directory and escalated larger issues to senior engineers• Used Azure Active Directory to revoke and reset MFA for google authenticator

• Handled 40 to 50 tickets per day for remote and in office clients along with documenting each ticket within Zendesk ticketing system across nine different states• Set up remote desktop and VPN on client laptops so clients can work remotely and securely from home• Back up all returning employee hardware along with wipe and prep for redeployment• Create setting an account to forward and delegating permissions on a mailbox, verifying services are started, making distributions groups and mail contacts using Microsoft Exchange

• Analyzing data to find answers to specific questions for our 60+ HOA clients• Generating information and insights from data sets and identifying trends and patterns• Verified transaction history for 60+ homeowners' associations by line item • Accurately managed vote counts for 60+ homeowners' associations across the state of Texas using Excel and proprietary CRM