Rasmussen College offers online classes and on-campus learning at twenty-four locations in six different states and has approximately 13,600 students.• In this role, I provided technical support and online education system support for Students, Faculty and Staff; while tracking these issues in Cherwell ticketing software.• Support included systems or use of software such as, Windows 7, Windows 10, Mac OS, O365, Microsoft Office 2013, Microsoft Office for Mac 2011, Outlook, OWA, iOS, Android, Blackboard, Engage, Firefox, Chrome, Bomgar (Remote Support Tool), SMS texting, VitalSource eBook Support, Salesforce, and Campus Vue. • Software Distribution and Licensing, and as well as Product Key creation/verification/distribution via online software distribution management tools.

GPA 3.7, Dean's ListFulltime Student. Completed remaining requirements for an Associates Degree during this time.

• Specialized support for 800 local users (4000+ users globally); while maintaining >80% first call resolution and excellent customer satisfaction feedback reports.• Supported all technologies from PC to mobile devices for a team of eight senior level leaders in a high profile global trading firm. Proactively addressed multiple daily challenges with technology solutions in a compliance controlled environment. Supported custom desktop configurations (Apple/Dell), iPads, iPhones, Android phones, remote connectivity, instant messaging, headsets and account management. • Technical support and troubleshooting for all users included Windows 7, iPhone or Android devices, Printing/MFD, account administration, hard-drive encryption software issues, virus removal, remote access, Skype, exceptions requests, or other daily operational support needs.• Monitored, delegated, and escalated all requests and incidents to internal/contracted/offshore support staff and vendors to ensure tickets met or exceeded agreed SLAs. Also served as the Chicago regional business facing escalation point to our users.• Created/updated Knowledge Base articles. Developed, created and documented new procedures/policies, as well as revised existing procedural documentation and/or policies.• Recognized and appointed team member within regional and global team meetings to identify, document and apply solutions to complex problems.• Provided guidance and technical training for software and hardware related issues for users, teammates and vendors, as well as setup and training for new team members.• While working for BP, I was among an elite group of candidates selected to be in their Future Leadership Program.

• Managed all MRL (Must Record List) JML (Joiner/Mover/Leaver) electronic data process functions; these include Trader Voice, Instant Messaging, and E-mail. Accountable for aligning all processes & procedures for each IT&S support teams. Organized and prioritized any potential data loss gaps for all recorded users (Primarily Traders) during the JML progression or any MRL breach, and report back to the leadership teams and the IST business stakeholders.• Worked in conjunction as One Team with all business segments such as: IST/FVC - HR, Legal, Digital Security, Ethics & Compliance, Trading Functions and OP Risk teams; to comply with the US governments CFTC electronic regulations, and in addition to guarantee that all IST staff and MRL users follow the proper business Operating Standards and policies. • Hosted quarterly MRL Stand-ups to all IST IT&S teams, and presented them with any new policy changes or upcoming implementations that would impact the MRL space.• Primary escalation point for all MRL related impacts within GOA. Worked with global peers and other IT teams to supply the proper IT communications to our business audience. These teams include Continuous Improvement (CI), Service Desk, Desktop, Trader Voice, Application (Front/Mid/Back office), Rapid Application Development (RAD), and Network support. Communications consisted of Outages/Scheduled Outages/System & Application integrations.

Employed by Perot Systems, supporting the UBS network for upwards of 20,000 global remote connectivity users for dial-up/VPN connectivity, in addition to those users, 16,000 of them also connected using Citrix Web Client; included day-to-day operational monitoring, management of alerts and escalations, support for remote access, voice and video conferencing, isolation troubleshooting and worldwide SPOC.• Resolved Secure Communications Gateway configuration issues for Windows 2000 and Windows XP, end user training and installations/assist users with ISP, DSL, and Cable Modem specifications. User account creation and administration (ACE/Shiva). Citrix Management Console (CMC) – review of servers and connections, shadowing. Monitoring of the remote access infrastructure and system usage, terminate users from VPN switch.• Audio Conferencing Bridge Manager (Spectel), account administration, user training, monitoring of daily conferencing schedules on 3 separate bridges with a capacity of 660 lines per bridge. Bridge functionality testing and escalation point for escalation of system problems. • Video Conferencing Support (Accord, MGC Manager v7.0, Alliance), monitored daily video schedule, booked reservations, coordinated testing with local VSS/users during 30-minute prep time. Troubleshooting of conference issues and escalated if necessary to IP/ISDN/Voice Support.• Windows XP rollout project.• Attended training courses geared towards Customer Service and Handling Difficult Customers.• Attended Microsoft Certified Professional Training Course for Windows Server 2003 Active Directory.• Attended Cisco CCNA Training Course, Introduction to Networking.

• PC Desktop Support for 300+ employees on NT4/Windows 2000, IBM Laptops and Compaq Desktops.• Managed Oracle 11i application implementation and rollout to 50 desktops.• Provided executive support for laptops and wireless PDA’s.• SME for all desktop and software configurations, developed extensive process documentation for help desk procedures, user installations and software configurations.• Patched network connections and performed MAC work on AVAYA Definity telephone switch.

• Desktop Support Engineer, Tier III (Building Focal)• Tier II Call Center Team Lead• Network/Desktop support for a Win NT4 Multi-Master Domain environment, supporting Windows 95/98/NT4/UNIX emulation on Compaq, HP, Toshiba, Dell, Gateway and IBM desktop and laptop computers.• Attended Microsoft Certified Professional Training Courses in Windows NT4 and Windows Server 2000 Active Directory.