Responds to and resolves escalated service requests from Level 1 technicians, ensuring timely and efficient service delivery Troubleshoots and resolves complex hardware, software, and networking issues for a diverse client base Serves as primary escalation point for frontline agents with complex and uncommon issues encountered on calls and tickets Collaborates with team members to improve support processes and enhance user experience Assists in IT projects and deployments as needed

Responsible for server maintenance including patching, performance tuning, and Hyper-V failover configuration and testing. Configuration of network equipment including Cisco Meraki, pfSense, Unifi, and Sonicwall firewalls, as well as Unifi switches. Responsible for patching, VLAN configuration and management, firewall rules, and content filtering. Configuration and monitoring of NinjaOne RMM including scripting for remote software installation and monitoring of certain security risks. Configuration and monitoring of MXDR and SIEM applications for security hardening on infrastructure and endpoints. Office 365 Administration, including deployment of new tenants, configuration of baseline policies (such as conditional access and MFA), user and shared resource administration, transport rule configuration, and Entra ID (Azure AD) sync deployment and troubleshooting. Azure administration, including conditional access and MFA, SaaS application integration via SAML authentication, and endpoint administration via InTune.Management of Active Directory infrastructure, including account management, Group Policy management, Domain Controller configuration and troubleshooting, and domain migration activities via ADMT.

Leader in Service Desk organization supporting numerous clients in various industries - including healthcare (ranging from palliative care to behavioral medicine) in the Managed Services space.Responsible for back-office operations supporting a team of 20+ staff, including feedback/coaching, staffing and scheduling, annual review, and disciplinary measures.Creates procedural documentation and ensures that existing documentation is kept up to date as procedures evolve and escalation points change.Ensures that all Service Desk tickets are handled effectively, including response/resolution within agreed upon SLAs as well as escalation of issues beyond the scope of support (both internally and partnering with client-side functional support)Reports key team metrics including call and ticket volume, live answer rate, client survey averages, and response/resolution SLA metrics.Sources and coordinates both third-party personnel service calls and hardware replacements for overseas clientele.Coordinates both internal resources and third party contractors on large scale physical security (CCTV and Access Control) projects for multiple large-scale behavioral health hospitals

Leader in Service Desk organization supporting a 5000+ employee firm in 30 locations across 5 countries.Ensures that all Service Desk/Desktop Support tickets are handled in an effective and timely manner, including resolution within agreed upon SLAs as well as escalation of issues beyond the Service Desk scope of support.Makes staffing decisions including scheduling and new hires.Provides feedback and coaching to both Service Desk and Desktop support personnel on ticket handling and project-oriented tasks.Responsible for creation and acknowledgement of Knowledge Base articles and policy update documentation.Oversaw and facilitated deployment of 100+ Notebook systems to users in the St. Petersburg office over the course of a week in preparation for COVID-19 related work from home initiative.

Oversight of service desk operations for three separate Coca-Cola bottlers, including call queue management, as well as ensuring that agents in all queues are properly engaged on current tickets and escalating appropriatelyServed as an escalation point for issues beyond the scope of the senior support staff, including infrastructure related issues and issues needing to be handled within the client’s organizationOversaw and provided training to new hires on the service desk including use of Service Now, escalation procedure, and proper troubleshooting of common issues that would be encountered in the bottling ecosystem.Responsible for creating user accounts for all new hires for each bottler in Service NowResponsible for creating knowledge base articles for frontline agents on how to handle common issues for all Coca-Cola BottlersOversaw the transition support of 1200 users moving from Coca-Cola Refreshments to private management in the Pennsylvania area.Acted as a liaison between IT Authorities and client management, along with other partnered vendors.Designed detailed reporting in Service Now outlining key metrics in current ticket load to facilitate timely resolution and appropriate attention.

As an IT Pro Chat agent, I am currently part of the only team of its kind worldwide under the Dell banner. Responsibilities of the job include, providing high level support to support professionals in the I.T. Industry, who often are remotely supporting end users in other cities, and sometimes in other states, via chat. Issues faced generally range from simple hardware issues, such as a failed hard drive, to much more complex issues like troubleshooting complex RAID configurations on machines running database operations.

As a Dell Pro Support Agent I help customers daily with any issues that they may have with their systems. During Fiscal Quarter 3 (Dell Quarter Ending 9/30) I maintained a 100% satisfaction rating for the entire quarter, as well as maintaining a 90% satisfaction rating throughout the entire Fiscal Year 2013.Scope of support included hardware troubleshooting of Dell notebook and desktop systems, dispatching replacement parts as faults were identified, limited software support including Windows core components (Ranging from XP to Windows 10 at time of release), Microsoft Office, and best-effort support on third-party applications such as QuickBooks and Adobe Acrobat.