- Awarded 2020 Service Associate of the Year- Act as technical lead for service desk- Train and assist service desk staff- Develop custom solutions using PowerShell and batch scripting- Conduct code reviews and document development activity to ensure regulatory compliance- Communicate with shareholders and vendors to rigorously evaluate, implement, and maintain solutions - Collaborate with end users and vendors to ensure solutions meet user and regulatory requirements- Design and implement secure testing environments for security research and new application evaluation- Customize workflow and ticketing management software to conform to end user requirements across multiple business units- Configure vendor solutions and create custom software to maintain inventory, document workflow status, and ensure change management compliance- Create and maintain software and workflow documentation for non-technical users to enhance business processes and maintain regulatory compliance- Utilize PowerShell to integrate custom applications with Active Directory- Manage Active Directory, DNS, and DHCP with Microsoft Management Console and PowerShell- Plan, test, and implement software and hardware upgrades- Proactively identify, plan, and implement projects to reduce inefficiencies and increase security- Identify and remediate security vulnerabilities- Automate Windows upgrades for 800+ endpoints- Install and configure printers, mobile devices, network devices, and other miscellaneous equipment- Assist network team by rerouting, testing, adding to existing wiring as well as troubleshooting various equipment from Cisco and other vendors- Configure user records with Cisco Unified Messaging- Manage mobile devices with InTune and MaaS360- Manage Intel AMT configuration

- Resolved technical support requests, prioritizing according to severity and impact- Maintained and upgraded PCs, thin clients, as well a wide variety of legacy peripherals and supporting systems- Increased automation of software installs, upgrades, removals, and other routine maintenance- Assisted systems administrators and network engineers with routine maintenance, system upgrades, and troubleshooting- Developed continuing education for technology use and security best practices- Designed and presented new-hire training in basic physical and technological security practices, i.e., procedures for verifying vendor identities for onsite visits, password requirements, social engineering, handling of personal identifiable information, and mobile device security - Introduced new hires to commonly used specialty software

- Automated the process of monitoring log files for unusual or unauthorized activity with PowerShell, ensuring compliance and providing for proactive remediation of customer facing issues, while reducing daily staff time from several hours to minutes and improving accuracy tenfold- Reviewed documents and electronic record updates for accuracy and compliance- Fulfilled research requests from internal and external customers while maintaining confidentiality- Reviewed and maintained records of overdrawn accounts and communicated with customers as needed

- Acted on behalf of General Manager when he is unavailable- Managed staff, payroll, scheduling, and education- Maintained store bookkeeping- Managed vendor relationships- Provided excellent customer service on sales floor and at the register- Maintained inventory, equipment, and store cleanliness

- Assisted with grant proposals in excess of $100,000 and with record keeping- Maintained and updated design and content of Institute website- Provided logistical support for summer research program with 15+ students- Troubleshot and repaired Institute computers, printers, and network

- Repaired copy equipment as well as customer PC hardware and software- Used Microsoft Publisher, Word, Excel, and Adobe Acrobat to modify and create customer artwork and create internal publications- Consulted with customers on their technology purchases- Acted as a technical resource for other employees on sales floor and with corporate systems- Assisted customers with a wide variety of copy and printing needs, including binding, wide-format laminating, and precision cutting services- Performed work according to stringent quality and time constraints

- Repaired copy equipment as well as customer PC hardware and software- Used Microsoft Publisher, Word, Excel, and Adobe Acrobat to modify and create customer artwork and create internal publications- Consulted with customers on their technology purchases- Acted as a technical resource for other employees on sales floor and with corporate systems- Assisted customers with a wide variety of copy and printing needs, including binding, wide-format laminating, and precision cutting services- Performed work according to stringent quality and time constraints

- Assisted persons with disabilities with personal cares- Assisted with routine medical care and dispensed medication- Assisted with basic personal finance- Prepared economical and nutritious meals for residents- Adjusted care based on need and individual goals- Assisted with physical therapy

- Acted as the entirety of IT staff for 6 small businesses with 20+ endpoints- Upgraded and repaired PCs for Extend the Dream Foundation- Evaluated, installed, and maintained software for business use- Designed and maintained handicapped accessible website- Recruited and managed 40+ student volunteers- Secured corporate funding for and designed a course on Internet commerce