• Provided support for inbound calls.• Managed and routed all incoming trouble tickets, and delivered phone support for software and hardware on Windows 7/8/10.• Supported the online college Learning Management Systems, desktop applications, and facilitated student course material orders and exchanges.• Provided phone support to students and faculty through the Cherwell IT Service Management system and Cisco softphone.• Applications supported include; Blackboard, Angel, Engage, Rasmussen Online Bookstore and OnTheHub software distribution tool.

• Provided 3rd level system and application support, escalation management, system upgrades and patching.• Developed technology standards, processes, and supporting documentation.• Designed, implemented, and maintained enterprise software and support for Zurich Financial Services, UTC, General Dynamics, National Grid, Raytheon, Ascension Health and CSC Internal accounts.• Acted as subject matter expert for the BMC BladeLogic Client Automation (formerly “Marimba”) enterprise remote desktop management system: - Infrastructure included: 650 Wintel Servers, 850 Celestix Linux appliances.- Services included: Software Distribution, Patch Management, and Asset Discovery.- Supported workstations included: 350,000+ users, at over 1400 offices in 80 countries.- Maintained multiple SQL servers.• Developed extensive technical solutions and processes to:- Automate the maintenance and problem resolution of the remote appliance and server fleet.- Ensured penetration and health of the client-side management agent on the global PC fleet.• Created training materials and conducted product training sessions for users and support staff.• Tested and approved newly developed service offerings before being released to clients.• Identified and Remediation security vulnerabilities.• Ensured corporate change control process compliance for all projects and implementations.• Generated cost analysis for budgetary funds.• Mentored new employees working within the company’s global IT process.

• Coordinated mass software deployments for the Zurich Insurance account ensuring no SLA were missed.• Performed troubleshooting and resolution of failed software deployments.• Ensured adherence to change management process guidelines.• Ensured the compliance of all software licensing.• Generated custom reports using SQL.• Performed QA and testing of newly packaged applications before being released into production.

• Provided desktop services support for the Zurich NA and Farmers Insurance account.• Performed as project lead for account acquisitions/transitions, pc refresh, and large departmental moves.• Worked closely with account executives to ensure all Service Level Agreements were met, and tickets were coded accurately.

• Acted as sole desktop support engineer for an office of 500+ employees.• Supported Windows operating systems and applications that are part of the Farmers Insurance / Zurich environment.• Developed extensive Access databases to assist in the mailing of policy related letters.• Responsible for the tracking of all IT related assets.• Performed as project lead for several migration projects.• Installed, upgraded and configured workstations to fulfill requests for new and existing users.

• Installed, configured and upgraded PC software and hardware according to Motorola standards.• Performed troubleshooting of routine to moderately difficult hardware, software and network problems.• Provided on-site introductory training on new hardware and software to users.• Relocated and configured 500 computers to a new location.

• Provided primary support for Sales and Distribution team.• Built orders, orders with manual data & Idocs, and processed orders through all phases of SD.• Migrated primary SAP systems from version 3.0d to 4.6.• Extracted data from R/3 tables, created internal tables and exported data to UNIX data files.• Applied OSS notes to SD system modules and configured system to meet new requirements.• Wrote programs to: copy certain order types using in-house rules, complete the status of rejected orders from conversion, study the e-com processing of orders by capturing statistical data monthly.• Setup and configured jobs and variants, for daily schedules.