- Perform remote and onsite support of 30+ client businesses and 600+ individual workstations and servers- Perform general support of Operating systems for workstations running Windows 7, 8, 10, Mac OS, Linux- Maintain 50+ Servers including Microsoft Windows Server 2008, 2011, 2012, 2016, 2019- Utilize remote management services to aid in IT support- Manage Active Directory user base creation and maintenance- Manage Microsoft Exchange user base creation and maintenance- Support Exchange Email setup on iPhones and Android devices- Utilize ConnectWise Suite of tools to assist with supporting customers- Keep clear and concise notes of actions performed- Upkeep of punch in and out times for jobs performed- Manage and prioritize incoming email tickets from clients- Take ownership of issues and keep in touch with the client via phone and email until resolution- Perform on site hardware troubleshooting and replacement- Troubleshoot enterprise networks (LAN, MAN, WAN) over the phone and in person- Create, clone, and deploy Windows based Servers and workstations- Setup and support both physical and virtual servers- Setup and support Microsoft Office 365 suite including Teams- Utilize the Cisco Meraki dashboard to setup and manage client VPN- Setup and support AutoDESK suite- Add network printers to Windows 7, 8, 10, and, Mac OS X computers- Utilize Barracuda suite of backup tools- Assist with network install and setup of OfficeTools SQL database suite- Create articles for internal knowledge base, these are in turn used by other technicians- Create and edit articles for External knowledge base, these are used by clients- Utilize intermedia dashboard to manage exchange accounts for 10-15 client corporations- Familiar with Barracuda spam filter dashboard- Setup and support Adobe suite of programs- Troubleshoot printer functionality including network printing and scanning, as well as scan to email- Install and configure WiFi on site- Support Zoom

- 3.95 GPA- President's List- Covering network support, network security, VMWare, and cloud computing usage for Windows Server and Unix Operating Systems- Training in active directory- Setup virtualization of Windows Server as well as Windows clients- Studying TCP/IP hierarchy- JavaScript- Management- System Design

- Managed team of 10- Programmed and setup 10-50 point of sale systems/day- Support customers from all 50 states- Train new employees 20 to 50yr- Presented new ideas to increase efficiency in customer service- Tracked issues with notes via computer issue tracking system- Used in house customer relationship management software for customer history- input customer information from hard copies into local CRM software- Troubleshooting of issues includes downloading APIs (application programming interface) to windows based computers- Troubleshooting networking issues for businesses over the phone- Performed troubleshooting utilizing soft skills over the phone- Performed point of sale programming by hand via ethernet and phone line downloads- Point of Sale terminal software included Clover, Windows, Veriphone, Dejavoo, First Data, PAX, and Ingenico programming- Place orders for new terminals in an internal FirstData System- Prepare packages for shipment while dealing with high pressure deadlines- Track all shipments into and out of the office- Follow-up with customers and business partners to make sure that equipment is working smoothly- Helped explain contract paperwork to customers that had questions- Troubleshooting of in house Windows 7, 8 and 10 PCs for colleagues- Troubleshooting of in house All-In-One Kyocera Printers

- Handled 48+ calls from customers per day- Held 95%+ customer satisfaction for 3+ years- Diagnosed and resolved escalated complex technical issues- Top 90th percentile out of 400+ employees- Consistent top ranking performance resulted in early selection for senior level advisor with management responsibilities such as mentorship and coaching of fellow advisors- Mentorship and coaching of 25-30 member team- Sat one-on-one with team members and helped to breakdown troubleshooting instructions- Utilized knowledge base search to find answers to technical problems- Provided phone support for Apple products including - iPhone, iPad, iPod, MacOS, etc.- Tracked issues with notes via computer issue tracking system- Kept within handle times of 8 to 11 minutes- Worked over 750 hours of overtime in order to keep up with customer demand- Performed written escallations of issues for Apple Engineering- Keep up to date with new additions of features from Apple

- Met all deadlines set by chase bank changeover- On-site customer service lead for computer and printer equipment installation- Supervised the handling of technical installations of hardware including both printers and desktop PCs- Performed basic printer configuration and troubleshooting- Drove to on site locations to assist in removing old computer hardware

- Support of 100+ individual systems in addition to 5 labs with 30+ systems in each- Desk side computer issue diagnostics, troubleshooting and component replacement- Handled 15+ issues per day in person- Utilized Symantec Ghost to create and deploy hard drive image to 100+ machines- Handled troubleshooting of enterprise scale network LAN, WAN, and Wireless- Handled troubleshooting of hardware, software, and networking issues on Laptops and PCs- Installed and troubleshot software to various types of computer devices- Created and managed user accounts as needed- Setup and troubleshot presentation equipment including projectors and large screen TV's- Tracked equipment and inventory to make sure that we did not run out of stock of equipment- Use creative means of troubleshooting overloaded networks to make sure that all computers were able to connect to the internet