[Ironshore has been sold to Massachusetts-based Collegium Pharmaceuticals in September 2024.]• Provided on-site and remote technical support to over 200 employees consisting of corporate Central Office staff in the Research Triangle Park, and JORNAY PM® virtual / field sales representatives nationwide.• Greatly improved client satisfaction and operating efficiency by reducing the average resolution turnaround time by 60%. Maintained <1 business hour first response to 95% of incoming service requests.• Learned new tools in this role, including ConnectWise ScreenConnect for remote support, and the Atlassian Suite (Jira, Confluence) for proactive logging of service requests, project work, and internal documentation.• Facilitated onboarding to new employees, including provisioning and setting up of equipment, Microsoft 365 and applicable external user accounts, and conducting orientations.• Facilitated a company-wide laptop refresh cycle; intaking previous models and deploying 70 of the latest Lenovo ThinkPads powered by Intune and Windows AutoPilot — in-person or via shipping — ensuring company compliance and security measures are enabled and enforced upon receipt.• Maintained accurate inventory of stock, ordering as necessary to maintain company minimum requirements, ensuring secure wiping and destruction of confidential data in retired assets for recycling or donating.

• Served as first point of contact in TenPlus' managed services team, providing Tier I tech support over the phone or via the Kaseya BMS ticketing portal. • Dispatched issues to Field Services and Network Engineer as needed.• Revamped and streamlined internal IT documentation pertaining to employee and equipment onboarding and offboarding procedures for TenPlus' managed clients.• Routinely audit backup logs on all of TenPlus' on-premise and virtual servers, both in-house and our managed clients.• Transitioned select managed clients from an on-premise terminal server and Active Directory format to Microsoft 365 / Azure Active Directory (Entra), migrating shared storage from Windows Server to a hybrid Synology NAS and C2 cloud storage solution — all while creating minimal lost time in the client's part. Effectively reduced operating costs for TenPlus' customers.• Successfully co-launched Jamf management profiles for TenPlus' Mac-based clients; efficiently onboarding all existing equipment onto their respective configuration profiles.• Assisted Information Security Manager on cybersecurity initiatives for our clients, including password management tools and strengthening password complexity requirements via Group Policy.• Assisted Field Services team with imaging and deployment of workstations and servers to TenPlus' clients throughout eastern North Carolina and southern Virginia.

• Provided tech support to over 1,300 employees across five company commercial campuses and over 100 residential care homes throughout southeastern Pennsylvania, both remotely and on-site.• Imaged and deployed new desktop and mobile hardware to clients using Windows Deployment Services (WDS) and Sysprep, while keeping all equipment up to date with the latest operating system and security software to meet HIPAA compliance.• Manage MDM devices and users through Microsoft Azure and Exchange Admin Center• Managed GSuite (Google Workspace) accounts for teachers/TAs for SPIN's PreK/Daycare program.• Revamped employee onboarding process in collaboration with the Professional Development and Talent Acquisition teams. Assisted the team on training new hires how to access/utilize their IT accounts and company equipment to ensure smooth onboarding.• Assisted Network Administrator during an Internet Service Provider (ISP) transition, replacing and / or re-provisioning modems, firewalls, and Cisco Meraki WAPs—while also migrating from an on-premises analog office phone system to a Cloud PBX platform (YeaLink). Effectively trained userbase on using the new PBX online portal, particularly call forwarding and voicemail setup.• Served as main point-of-contact for third party vendors.• Launched and maintained an asset tracking and management system (EZ-Office) to ensure accurate inventory control of SPIN's fleet.• Collaborated with IT department staff on how we can improve our services to employees and clients

Eickhoff's Supermarkets franchise — northwestern Burlington County area in New Jersey.• Assist customers in a timely, orderly fashion, both at checkout and customer service• Issue refunds, money orders; issuance and redemption of NJ Lottery.• Oversee cashiers and baggers and ensuring proper company front end guidelines are followed• Manage NCR Fast Lane self checkout kiosks• Maintain pricing integrity within the store by updating price tags and signs at the end of each promotional period to reflect the next period's sales.• Order store product and merchandise• Kronos payroll experience including scheduling and editing timecards• Light merchandising / product pack-out

Student Assistant at BCC's Student Art Gallery and Art Supply Store. • Responsible for assisting with displaying artwork for each art exhibit• Conduct monthly inventory counts of artwork, art store supplies, and other equipment and record inventory count using Microsoft Office Word and Excel programs• Cashier duties for purchases made at the Art Supplies Store as well as artwork purchases.• Prior to accepting employment, I had volunteered here for nine months completing similar tasks.

Performed clerical duties such as filing, data entry, and reception at BCC Pemberton's Registration Office as part of a transitional / cooperative work study program.