• Lead Helpdesk Tech in Supporting 500+ end users nationally (5 distribution centers), globally (China & Canada), remotely and on-site (warehouse & office users)• Daily duties and management within RSAT, Active Directory Management, Azure, WSUS administration, O365, MDM, HP switch management, SonicWall management, VLAN routing, DHCP, static IPs, crimping, wireless AP management, VOIP devices, VMware, Windows Print Server, Putty, Veritas tape backups, hardware upgrades, windows installs, domain binding, VPNs, iOS & Android troubleshooting, NTFS file permissions & shadow volume copy, RDP, VNC, & LogMeIn• Onboarding/Offboarding users, imaging and deploying hardware/software for 8 employee departments – training on systems and providing standard work• Additional experience with collaborative technologies; Slack, Fuze, Five9, Highfive, GoToMeeting, & Teams

• Troubleshooting PC software issues & upgrades, formats, new OS installs, virus’, VM ware, data retrieval & backups, cloud storage setup, email setup, built custom PCs• Hardware Upgrades; RAM, HDD, SSD upgrades, motherboards, GPU, monitors, fans• Setup new Router Configurations & Network Printers; Wireless/Wired• WLAN Setup, NAS, SOHO• Glass & Screen Repairs on laptops & mobile devices, LCD, battery replacement, trackpad replacement, keyboards• Knowledge of OSI Model, ACLs, Application Protocols/Port #s, IOS Commands/ICMP, Subnetting, Routing Protocols, IPv4, IPv6, VLANS, Cabling Cat5/6, Network Topologies, troubleshooting procedures, MS Office Suite

• Specialized in Computer/Cellphone/Tablet Repairs on site, in front of customer, under 1 hour• Controlled all day to day operations of business, including start-up business controls and procedures, bank reconciliations, accounting, inventory control, bank relationships, point-of-sale network solution• Diagnosed PC Issues, devised plan of action, resolved issues, set preventative actions in place• Setup email and backups on cellphone and tablet devices for customers on daily basis • Aid customers in best solutions for their devices, wireless services, accessories, repairs, etc. • Strong communication/customer interaction skills /team building• Established and nurtured large client base of over 500 in under 1 year• Negotiated and closed large business accounts for our repair services• Provide the highest quality of customer service/ tech support for repeat customers• Responsible for hiring/scheduling employees • Knowledge of windows XP, Vista, 7, 8, 10 – MAC OS 5,6,7,8,9,10

• Setup personal and enterprise email, icloud, and storage backups on customer’s devices, cellphones & tablets• Provided excellent customer service and committed to selling key functional benefits of a variety of wireless products to multiple customers• Responsible for store inventory valued at approximately $80,000• Consistently exceeded monthly sales quota and recognized for sales growth• Ensured store is at optimal performance at all times• Partnered with customers to uncover their specific needs and match needs to product offerings, while utilizing exceptional working knowledge of software to provide technical support and gained repeat business• Focused on building relationships with and retaining a large personal customer base • Train and mentor new employees