• Design, test, and deploy system configurations, updates, and applications using Microsoft Intune for the organization• Administer company's Entra ID (former Azure Active Directory), Exchange, Teams, and SharePoint environments• Automate administrative tasks using PowerShell and Microsoft Graph• Implemented Microsoft Authenticator MFA across the organization to all users• Planned, purchased, configured, and deployed iPads for use in all American Freight retail stores• Assist in the migration of development resources to a secondary Pay-As-You-Go Azure subscription, significantly reducing costs.• Provide remote configuration and troubleshooting for Sophos, Meraki, and Fortinet equipment at retail stores to correct issues with communications• Manage vendor relationships for installing and maintaining network and POS systems in new store locations. • Led a successful project to deploy Zebra hand-held devices across all stores, including documentation and support processes.

• Expanded Desktop Technician role to encompass more aspects of technology, including administration of the city's Windows servers and Mitel VoIP system, Genetec IP camera system, and configuration and deployment of Extreme-branded switches• Assisted with programming of Ubiquiti radios and switches for the city's Traffic Division, for purposes of traffic signal communication• Provided user support for upgrade and replacement of VoIP back-end systems from Shoretel to Mitel• Planned and implemented installation of 18 cameras to monitor city facilities for the Parks and Natural Resources department• Navigated and supported an organization-wide change to remote work during the 2020 COVID-19 pandemic

• Provided support to 300+ users throughout the city in all aspects of technology• Worked closely with the Police and Fire departments to ensure the seamless operation of in-vehicle communications and RMS/CAD systems. • Coordinated equipment and software installations with outside vendors.

• Provided advanced technical support to business-class customers, relating to phone, internet, and television services• Configured customer modems to connect to the Spectrum network, with both static and dynamic IP addresses• Documented issues and resolutions in customer accounts• Scheduled technician visits to resolve issues that cannot be resolved remotely or by the customer• Assisted customers in resolving issues with billing and upgrades of service

• Provided remote and phone support for corporate sites, resolving issues related to POS hardware, software, and network connectivity. • Responded to escalations from vendors or the field, relating to POS hardware, POS and back of house software and applications, and store network connections• Verified and corrected sales data integrity across locations. • Configured and shipped replacement back of house PCs and POS equipment• Modified and deployed changes to POS databases• Created and deployed scripts to install or remove software on back of house PCs• Managed equipment shipments and coordinated vendor visits for new and remodeled store openings.

• Supported level 1 help desk agents in troubleshooting issues with corporate store portal, e-learning software, restaurant food management, and polling applications• Troubleshot SQL databases and Micros polling applications to resolve data polling issues. • Provided verbal and written feedback for escalation requests from level 1 agents, help desk management, above-the-store district managers, and area directors• Served as a liaison between the help desk and developers to ensure timely resolution of technical issues. • Overflow Level 1 help desk duties as needed