Provided end user support for 3 call centers and 8 retail locations. Responsible for resolving trouble-tickets and CSR’s within 1 day, while also working on local and regional projects. • Imaged, installed, setup, troubleshot, and repaired Desktops / Laptops / HP Thin Clients / Point Of Sale equipment (Inventory scanners, PED’s for iPad mobile POS, Bill Pay Kiosks)• Played key role in retail store build: - Worked and interacted with 3rd party vendors as well as other internal departments - Data plan review and markup – identified all data drop and security camera locations - Installed all equipment including: routers, switches and wireless access points - Oversaw circuit installation• Administered print server – created and managed print queues• Managed all Ricoh MFD's in the call center - configured all for internet faxing • Used HPDM to manage HP Thin Clients• Responsible for wiring and troubleshooting of call center phones: Aspect / Rockwell / PBX - Worked with 66 and 110 block hardware – punch-down, cross connecting and troubleshooting POTS lines• Troubleshooting Cisco VoIP phones• Used Citrix Xen app console to manage and troubleshoot user connectivity• Cisco call manager (created voice mailboxes, troubleshoot VOIP phones)• Active Directory: Managing user profiles; login scripts; create and modify access to security groups, distribution lists, and mailboxes• Member of the anti-virus team - responsible for responding to threat alerts and providing swift remediation• Consistently scored 5 out of 5 on customer satisfaction surveys

Provided tier 2 technical support to internal and external customers. Responsible for quickly identifying problems and working with the network department to communicate and resolve service issues.• Supported subscription and cloning fraud prevention initiatives• Handled escalated customer complaints; point of contact in absence of supervisor• Headed large-scale local number portability projects• Facilitated troubleshooting training classes for customer service supervisors and their teams• IT point of contact for team• Responsible for testing equipment before it was released for sale to the public• Responsible for the dissemination and updating of pertinent information regarding service outages and systems issues to the North East area

Responsible for handling escalated billing calls and maintaining call center service levels.• Achieved leading results in quality surveys and call taking statistics• Acting supervisor for escalated call queue• Provided tier 1 technical support

As an Area Supervisor, I was responsible for the security of restricted areas containing billions of dollars’ worth of space launch assets, as well as the security of 200+ employees. Provided support for Operations DESERT STORM/SOUTHERN WATCH and Operation DESERT FOCUS.Directly supervised a team of 5 to 10 members.Directly responsible for sensor testing and monitoring of alarms and assessment of security breaches.Hand selected by leadership to be a member of the Elite Gate Guard while stationed in Al Jaber, KuwaitMedals and awards: Armed Forces Expeditionary Medal Air Force Good Conduct Medal Air Force Longevity Service Award Air Force Outstanding Unit Award