• Providing a wide range of technical support to over 500 employees across four physical sites and hundreds of remote users via phone, chat, email, tickets and shoulder taps.• Hardware/software support for Windows 10, Mac and some Linux• Purchasing/deployment of various end user hardware• Supporting internal technologies such as Google Suite (Gmail, Docs, Sheets, Meet, etc), VMWare WorkSpace One, BetterCloud, Zendesk, Asset Panda, Carbon Black AntiVirus, Cisco AnyConnect, Global Protect, Jostle, with basic administration and product ownership of Amazon WorkSpaces, Dialpad, FrontApp• Creating and maintaining technical documentation• Participating in on call rotationSelected Accomplishments:• Assisted with deployment and administration of hundreds of Amazon WorkSpaces allowing a large portion of the company’s workforce to work from home starting in 2020. Responsible for audit and maintenance on 400+ Amazon WorkSpaces and reporting on their health and billing.• Assisted with company wide phone system changeover from Shortel to Dialpad in 2020.• Attended virtual training for ITIL Foundations 4, passing the exam in August 2021.

• Provide remote and onsite technical support for 80+ clients based on industry standards for a Managed Services Provider, ranging from desktop repair to network troubleshooting and server deployment.• Audit clients for industry best practices and performed routine maintenance tasks. • Deliver improved documentation and streamline resources.• Serve as an escalation point for Service Desk Levels 1 and 2, mentor and train other team members.• Assigned to on call rotation schedule since 2014, allowing end users 24/7 support for priority issues.• Provided onsite customer service and technical support as a Support Specialist, at Microsoft, during my first year and a half with IQ. Worked directly with Microsoft and vendor employees to track, investigate and deliver solutions for technical problems with an emphasis on desktop/laptops, event/conference room AV systems and client applications. Promptly managed tickets through Microsoft ITSM to meet SLA requirements.Selected Accomplishments:• Helped implement new department structure transforming from technicians on all service requests and incidents to teams of 4 technical resources assigned to 25-30 clients each. Defined Lead Engineer roles and responsibilities.• Leading Escalation and Field Engineers through complex network environments and serving as escalation point to other Lead Engineers.• Attended 2-day course for SonicWALL Network Security Administration (SNSA) and completed required eTraining. Working towards SNSA Certification and serve as primary contact in Managed Services regarding SonicWALL configurations.

• Provided technical support for all employees which included general end-user support for Sales, Art and Production teams in Reno along with basic networking, equipment moves, training room and meeting setups. • Worked after-hours and weekends as needed.• Provided remote support as needed for Virginia office locations.• Managed workstations for production line and shipping department, kept all systems consistently operational.

• Administrative support for Microsoft Licensing IT Director, IT leadership team and IT group employees. Fully manage IT Director’s daily schedule, create and support travel arrangements, submit expense reports, and assist with various administrative needs as requested. • Onboard new hires using HeadTrax, order assets such as laptops, desktops and monitors, maintain directory of assets and order servers for data centers in Reno and Phoenix. • Assist in managing Principal IT/Ops Program Manager’s infrastructure budget, submit vendor invoices; manage monthly IT service-related invoices, contact vendors regarding any discrepancies, and document monthly budget accruals. • Assist with department travel needs and coordinate events. Handle event setup needs such as audio/visual, roundtable, projecting and live meeting needs. Create slides for various presentations and take meeting minutes for IT Director and leadership meetings. • Member of IT Morale Team – assist with scheduling and managing morale events for MSLI IT team.Selected Accomplishments:• Member of VoIP deployment project (Enterprise Voice) to Microsoft Licensing Reno campus. Assigned to core Enterprise Voice team. Gathered functionality requirements from various business groups. Selected as OEM Business Function Representative to represent the telephony needs and determine proper equipment for the OEM group of 150 people.• Owner of MSLI Administrative Assistants SharePoint – redesigned SharePoint site, manage content and user access, update information and upload/remove documentation as necessary.• Selected as trainer for Microsoft Lync and Enterprise Voice, Microsoft Outlook, Microsoft Office 2010, live meeting setups utilizing roundtables, SmartBoard and various technical training needs for the onboarding of executive assistants.

• Receptionist duties such as answer phones, greet and assist employees and customers, check-in visitors, schedule and maintain conference room calendars for 3 buildings, provide on-site visitor access to buildings via temporary badges and WiFi access

• Lead and manage mail room operations for entire campus while managing two mail room Customer Associates. • Improve mail services operations and work directly with MSLI and Pitney Bowes Management Services (PBMS) managers to implement improvements. • Responsible for site wide receiving, processing, tracking, distributing and shipping of daily mail including correspondence, checks, licensing contracts and confidential information for Microsoft Licensing, GP (MSLI). • Process and track all incoming and outgoing shipments, domestic and international. • Report daily/monthly/yearly mail volumes to PBMS manager as well as MSLI manager. • Assist with maintaining and managing mail services budgets. • Cross collaborate with Microsoft corporate, and other Microsoft locations mail teams. • Communicate with customs regarding any international shipment issues or inquiries. • Develop and construct Process and Procedure Documentation. • Collaborate and maintain relationships with Reno carrier distribution managers. • Establish and maintain relationships with service representatives such as Pitney Bowes, Office Depot, Staples and others. • Manage MSLI supply rooms and supply inventory. • Collaborate with Merrill Corporation to create, stock and order MSLI letterhead. • Off-site “runner” tasks for MSLI including, but not limited to, pick up and deliver of supplies for special events. • Facilities Coordinator and Receptionist backup.

• Assigned to Quality Control Department, responsible for proofing and editing research documents, building reports and writing executive summaries to present online information to clients in a clear and efficient manner.• Answered phones and assigned “shoppers” to research various client credit union’s and banks. • Worked with a team of nine, met all major deadlines, and responded to clients inquiries and requests in a timely fashion. • Responsible and trusted for handling confidential documents and information on a daily basis.