Lead technical administrator at BIS, a Managed Service Provider responsible for Appraisal District and Tax Offices.• Server, network troubleshooting and migrations• Maintain and implement Firewall policies and security• Resolve high priority escalations that require extensive documentation and rapid resolution resulting in upmost customer satisfaction.• Labtech/ConnectWise RMM• Provide internal training of I.T. procedures to ensure guideline compliance.• Rapid Fire Tools (SOC) and Zabbix (NOC) administrator

Supported 300+ Audiologists working in Hearing Centers within multiple Walmart, SAMS, and Cabela’s locations across Texas.• Domain Admin within server 2003, 2008.• Managed Exchange 2007 Move/Add/Change requests.• Project managed and consolidated servers leased from SoftLayer to bring systems in house. Results included large cost savings for the company.• First point of contact for all technical-related issues from audiologists to district and regional managers.

Contractor through TEK Systems at Northrop Grumman’s Department of Family and Protective Services Help Desk.• Served as an Active Directory Account Operator using Server 2003, 2008.• Provided remote hardware and software support: Windows XP, Windows 7, Outlook 2003.• Maintained a high First Call Resolve: 90% with average 30 calls per day.• Diagnosed technical issues and initiated appropriate escalation procedures.

Contractor through Career Connections Inc. to work on IBM’s Honeywell Helpdesk.• Served as Account Operator for AS400 mainframe systems and provided Remote Connection\VPN software support.• Maintained trouble ticketing system to record and track issues to meet SLA.