Acted as the every-day relationship manager/account representative for 25 companies. Completed in-depth review and evaluation of company networking, server and software environments. Wrote detailed documentation outlining customer environments and software including device firmware and configuration specifics. Outlined end of life dates for deployed hardware and software and recommended replacement products and services to alleviate security, performance and business risks.Participated in project management and relationship management for the Professional Services and Business Alignment (vCIO) teams. Completed on-site discovery and troubleshooting to assist the service desk in driving customer and team success. Subject matter expert for MacOS and Linux issues/tasks. Worked directly with the Virtual CIO team to create, test and implement processes and procedures for the Technical Alignment team (TAM). Trained new TAMs needed to support supported user counts that doubled year over year. Provided peer review and mentoring for staff members and drove projects to successful completion while maintaining a positive customer experience.Took over a server migration project where traction was not being made and payment was withheld. Transferred 20TB of files onto a new MacOS-based platform and reconfigured user and share security. Completed post-project support and implemented corrective solutions, including deployment of client devices and cleanup of user data. Project competed successfully, resulting in improved relationship, glowing reviews and release of payment.

Worked with team mates to provide world class support services. Provided front-line call and ticket handling within a fast-paced environment. Drove process and operational efficiencies as customer volume rapidly increased. Implemented a training process to enable new technicians to quickly come up to speed with our application suite and processes.Wrote technical documentation on customer environments including software, hardware and network diagrams. Interfaced with external vendors to troubleshoot and resolve vendor supported hardware/software. Maintained high standards of customer support and service including peer reviews of tickets and interactions. Escalated internally and with vendors to resolve P1 incidents.Supported Windows, MacOS and ChromeOS users on PC. Supported iOS and Android users on mobile. Supported use and configuration of Office 365 and Google Workspace product suites. Troubleshot networks and servers on a variety of hardware and software platforms including Fortinet, Dell, HP, Cisco, Meraki, VMWare and Hyper-V. Supported customer cloud environments including AWS, Azure and Oracle Cloud. Completed project-based workstation configuration, server migration and discovery, user acceptance/validation testing.

Completed in-depth testing, configuration and sanitization of retired enterprise equipment. Interacted with a variety of brands of system including Dell, EMC, HP, 3PAR, Cisco, IBM, Lenovo, Fujitsu, Sun and Oracle systems. Completed configuration of BMC/Networking hardware/software including iDrac, iLo, iCIMC and IPMI systems. Built and tested systems to fufill incoming orders for customer deployment. Classified, stocked and labeled devices for inventory management. Subject matter expert internally for MacOS and Apple branded devices. Shared knowledge with team members related to Unix/Linux command reference and troubleshooting.Developed new testing strategies including use of IPKVM/iKVM (Avocent) and workstation connected LAN. Developed procedures for testing and sanitizing blade enclosures from Cisco, HP and Dell to integrate with the IPKVM functionality. Configured Cisco systems and networks for firmware monitoring and updating of Cisco blade enclosure to test different generations of blades.Developed a strong team mindset across the organization including peer review, in depth training and company outings.

Merged into Shared Services company, welcomed on full time.Responsibilities included IT Security tasks such as creating, changing and terminating user accounts in Azure AD. Basic Exchange 2010, OracleDB and Office365 support/administration. Citrix user support and profile administration. PC/Thin client hardware configuration, setup and troubleshooting. User support and basic configuration/troubleshooting of OKTA user accounts.Participated in a project to implement updated thin clients for around 200 office staff and 5 remote locations. Identified early on that the hardware proposed to replace the existing Wyse devices would have become end of life within 8 months of deployment saving $40,000+ in redeployment costs. Primary support for upgraded users over a rolling implementation. Worked directly with the Citrix ICA and Wyse device administrators to evaluate user feedback and implement solutions to common problems.

**Transport America's IT department was absorbed into Transportation Enterprise Services (TES) beginning 2020 to support a broader range of US based TFI companies.**

Completed internship program required for college graduation. Performed general IT support, including Citrix profile troubleshooting, AD setup/termination, call & ticket-based user support, documentation review and maintenance.Researched and recommended a new partner for e-waste disposal. Evaluated retired equipment for relevancy and future value. Completed cleanout operation of 3,000 pounds of low-value equipment while decreasing disposal service costs nearly 75%.

Moved from Geek Squad back to the sales floor on a more flexible basis to complete an internship with a local transportation company. Responsibilities were changed to assisting customers while driving sales in multiple departments within the store.

Responsibilities included customer support and escalating to senior agents. Recommended Geek Squad service contracts to promote brand loyalty, simplify client service interface, and increase revenue. Implemented strategies to reduce overhead and labor hours spent on communication through better use of internal SOP documentation resulting in increased customer throughput.

Worked in the Networking and Home Automation department to form connections with clients, understand the nature of their needs, increase their confidence in our products, and recommend solutions to improve their everyday lives.Provided referrals to the Best Buy for Business team to improve small business experience with the Best Buy brand, and expand product offerings through a dedicated sales channel.

Was responsible for stocking shelves and updating pricing information. Adapted to the increased demand during the holiday season.