Managing roughly ~800 tickets weekly across our support team to almost 2,000 BSN Sports Employees Provide superior customer service & technical aptitude support for various hardware and software systems. Monitoring queues, handling tickets, providing leadership & guidance to Level I support analysts, & coordinating activities with Service Desk, Infrastructure, & Procurement.

Currently running best in on site tech support and training for SmartHomes, Apple Devices, and IT for Small Businesses in Park Cities Texas and the surrounding area. We offer valet service for all Apple repairs, with pickup and drop-off provided to your location by appointment.

I work with each client to establish necessary programs and processes that account for hacks and situational responses pre-planned out. I love working to ensure that your employees are prepared re-act immediately to phishing attempts, pass information along to whomever and wherever it needs to go in a time of crisis, and account for information and data in the event of a breach. Staying secure is being able to stay flexible while also being able to translate policy to encompass new apps and tech and people. I have an extensive background in implementing and configuring enterprise applications, email and data migration, security systems, POS systems, and Office 365 administration. On top of all this he provides award-winning Quality Assurance, concerning all areas of UX, optimization, and conversion for all digital platforms.

When out in the field, I worked as the IT Construction Manager overseeing four or more new retail location openings at a time. My responsibilities were to self install the retail network infrastructure including all Cisco/Meraki appliances, firewall switches, APs, designed the security networks and A/V systems, and oversaw vendor relationships, project management, and onsite installations. When in the office, I assisted with the Microsoft POS rollout, training, and troubleshooting, and break-fix analysis. As part of the POS rollout, I traveled to previously opened stores and installed the new POS servers. I also oversaw the retail asset management, ensuring each store had all of the devices, technologies, and systems in place to ensure profitable end of day sales.

Extremely proud to have been part of the Site Operations teams for JCPenney.com, the hardest working team in e-commerce anywhere. Assisted in supporting internal users on jcp.com platform, assisted in troubleshooting issues with mobile web sites and with the JCP iPhone app, as well as customer issues relayed from the customer call center. Part of team that developed the new JCP mobile app and mobile web in a two month window. I crushed it the last two weeks of the project doing QA and UAT testing of the iOS app, and nailed down a critical issue prior to launch. Awarded the JCPenney Chairman's Award as part of my work on this team.

Established the JCPenney Technology Solution Center, a walk-up help desk, in the JCPenney corporate offices. Providing excellent and timely in-person support for employees of all levels. Involved in Active Directory Migration project handling all back-end migration for Apple Desktop/Laptops, involved in Office 365 migration project, handling VIP migrations. Assisted in Windows 7 migration, while not directly associated with project, I saw the need for one-off users to be migrated when the opportunity arose and acted accordingly. Supported Mac users in all departments and all locations across the country. I was instrumental in the initial success and relocation of the Home Office's Technology Solution Center to a centralized location on the campus. I helped the Center best all goals set out by management, in terms of customer's wait time, turn around time, first call resolution, and customer satisfaction.

Provided high level of customer service for Apple Genius Bar. Consistently scoring 80+ on NetPromoter surveys on technical expertise, empathy, and likelihood to recommend service. Part of New Store opening (Knox Street, 2011) handling installation and transfer of Point of Sale system, and network POS devices (iPod, EasyPay and printing system).

Supervised the construction of 50 single family homes.