CAREER SUMMARY• 2023 Freshservice – ITSM Implementation, configuration, design, training, and documentation. Launched product successfully in 3 months, 6 individualized help desk workspaces in the organization. System administration.• Successful launch of Technology Training Program at Best Friends Animal Society, with the creation of 45 individual class subjects. Instructor led online training via webinar, with rave evaluations and continued program build and increasing attendance.• Conduct training on a variety of technology products including Remote Connectivity, phone systems, Workplace, Freshservice, Footprints, Microsoft Office (Work, Excel, PowerPoint), O365 (Outlook, Teams, OneDrive, To-Do, Planner, Whiteboard, SharePoint), Google Apps (Gmail, Calendar, Drive, Sites, Contacts, Chat, Hangout), Citrix (Go To Meeting/Webinar/Training), Windows, Web Browsers, Computer Basics, and Virus Protection. • 2018 successful project implementation & training of 800+ employees transitioning from Google Apps to Microsoft O365 in a 3 month project plan. Project completed and launched on time.• 2013 Numara Footprints Service Core - Implementation, configuration, design, training, and documentation. Launched product successfully in 4 months, 12 individualized help desk work spaces in the organization. System administration.• Design, build, and continue updates of the organizations Web based Microsoft SharePoint and Google Learning Centers.• Respond to and monitor service requests, diagnose, troubleshoot & coordinate resolution of technical problems and information technology issues.• Assist with defining, developing, and implementing quality assurance practices and procedures, end user test plans, and other QA assessment documentation. • Spearheaded the re-organization of departmental teams and processes, and re-designed the implementation and payroll processes to produce a 99.9% accuracy on client payrolls. • Successful turn-key implementations of telephony applications. Consult, design, develop, script, and engineer audio files for custom speech recognition applications.• Data Management: Lawson Software - Created conversion tables and manipulated data for upload readiness, developed custom batch reports utilizing 4GL and custom online inquiries utilizing Case Tools, installation of patches, modifications to code, system security, custom menus, recurring job definitions, compressions, compiles, and other functions as needed.