• Automating tasks using various scripting languages to increase efficiency• Participating in an after-hours on-call rotation focusing on code deployments, patching, and escalations• Assisting in integrating company acquisitions into one technology stack• Acting as an escalation point for multiple support ticketing queues• Participating in an incident response team, specifically stopping a ransomware attack perpetrated by an Advanced Persistent Threat (APT)• Working as a member of the global infrastructure team to manage an 800+ server environment• Designing, implementing, and managing policies for Microsoft Endpoint Manager (Intune)• Assisting in the decommission and/or upgrade of Windows Server 2012 devices to Server 2019• Collaborating with developers and third-party vendors to troubleshoot and implement best practices for proprietary software and underlying infrastructure

• Collaborated with our infrastructure team to analyze, solve, and document complex issues• Created PowerShell scripts to automate migration of data from Google Workspace to Office 365• Maintained a satisfaction rating of 97% or better in our Zendesk ticketing queue• Utilized the Microsoft eDiscovery toolset to analyze, package, and/or purge data based on requests from our security and litigation teams• Worked with Level II technicians to plan and provide training for new service desk employees• Assisted our infrastructure team with refreshing server and networking equipment in our offices nationwide• Acted as the sole point of contact for JAMF Pro Cloud administration

• Mentored and trained Level I and II service desk agents, demonstrating how to approach and solve more complex issues• Optimized and implemented Oomnitza, an IT Asset Management SaaS• Refreshed and optimized Druva inSync, our endpoint data loss prevention software• Performed licensing audits for various applications in the organization• Participated in the deployment of Adobe Experience Manager, working directly with Adobe support and the VP of Infrastructure and Security• Automated various tasks across the business using PowerShell

• Acted as an escalation point for Level I techs, helping to provide guidance and resolve difficult issues presented by end users• Created and maintained documentation for service desk policies and procedures• Utilized SCCM and SmartDeploy to image devices for end users• Dedicated time to understand how different departments in the organization functioned • Resolved level I and level II tickets using the Zendesk ticketing system

• Provided customer service and technical support via phone and email for Worldwide Golf Shop customers• Created protocol and documentation for everyday tasks completed by the customer service department• Worked with managerial staff to troubleshoot and correct issues with Worldwide Golf Shops eCommerce marketplace • Lead a team of three other customer service representatives in day-to-day customer service operations

• Managed multiple eBay stores resulting in thousands of dollars in sales each month.• Provided customer support for multiple eBay accounts via phone, email, and occasionally in person.• Managed office migration and setup of IT infrastructure at new office, including server rack migration. • Oversaw migration from third party IT support to in house, which included a complete overhaul of most systems, backup schedule, and disaster recovery plans.• Provided programming support using Python 3.x and PHP. • Created and implemented scripting for Newegg.com store automation.

• Worked with various vendors to meet the needs of a variety of clients, ensuring satisfaction of both vendor and client.• Work ranging from desktop support, systems administration, network device troubleshooting and repair.• Traveled to a variety of locations in north central Illinois.

• Ensured essential equipment and software were fully functional on a daily basis.• Designed and implemented automated backup solutions for customer and office data. • Designed and executed a disaster recovery plan saving hundreds of thousands of dollars worth of servers and equipment.• Configured and deployed Cisco Catalyst switches, replacing legacy equipment.• Updated and implemented a legacy plat file search system from Windows 2000 Server/IIS 5 to Windows 2008 Server/IIS 7.5.• Customized a hard drive image used for rapid deployment per each department throughout the office.• Installed new desktop computers and other essential office equipment such as personal scanners and label printing devices per department as needed.• Provided support through various means for customers and coworkers in office and remotely.• Maintained office both front and back of office website, including customer search system.

• Worked with clients to ensure that each work order was completed to their satisfaction.• Perform various activities such as break-fix, malware removal, preventative maintenance, and implementing hardware and software solutions as necessary.• Provided onsite and remote support for each client as needed.

• Deployed operating system packages specifically crafted for each department.• Provided level two help desk support for the organization and its end users. • Updated network map and organized cabling/racking equipment after office merger.• Created laptop and desktop operating system images for rapid deployment.

• Provided routine network maintenance for two office locations in Chicago, IL and Arlington Heights, IL.• Updated legacy dispatching software database to an Oracle database.• Organized and updated active directory.• Domain integration of Microsoft Windows Vista laptops.• Migrated existing email and website from in-house hosting to an external hosting company.• Installed and implemented Toshiba and Savin office equipment on client networks.• Provided presale, post sale, and general training to each client as required. • Maintained client office equipment throughout the Chicago-land area.• Provided onsite and remote support simultaneously to multiple clients as necessary.• Developed documentation to assist users and technicians in equipment education.

• Provided level one help desk support; including workstation set up, troubleshooting, and repairing various office equipment.• Performed data entry.