•Providing end-user support to multiple departments inside Nation’s Way, Cypress Plaza, and on occasion, Financial Way sites.•Providing troubleshooting expertise with Microsoft and Apple products such as Windows, MacOS, iOS, and their unique software suites. (M365, AD, Azure, and JAMF) •Primary contact for new hire equipment issue and initial configuration. Guiding users through the sign-in process, account activation, and hardware familiarization. (On-site and remote)•Providing Audio/Visual/Streaming expertise for conference calls, Town Halls, and live events.•Frequently partnering with directors and managers to discuss solutions to technical and audio/visual needs. Accepting feedback to properly tailor the experience for each department’s unique needs.•Receiving, inventorying, and storing a diverse set of technical hardware. Registering it into Service Now and updating Stories/Epics accordingly in Jira. •Specializing in account troubleshooting. Helping users identify account-related issues and providing support until the issue is resolved in a timely manner.•Frequently partnering with other teams inside the I.T. department to complete tech-infrastructure upgrade projects in a timely-manner while meeting/exceeding budget goals, with repeated success.•Utilizing ITIL best practices to support affected functions by coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units. Standing as P.O.C on Severity 1 communication bridges for Nation’s Way.

•Provided previous experience and knowledge to assist the company in building its own IT department.•Created instructional videos tailored to both end-users and help desk technicians.•Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, servers, and telephony. •Advised franchise owners on technological requirements to efficiently configure and implement a wide array of technical solutions for their business.•Utilized remote-access software to provide troubleshooting with a focus on accurate and swift solutions.•Maintained expert-level proficiency in Office products (O365 & M365).

•Provided critical and essential expertise in transitioning the site to a Work from Home environment. •Utilized Helpmate ticketing system to track and log user issues to maintain SLA with the client.•Utilized remote-access software to provide troubleshooting with a focus on restoring the user to production safely and efficiently.•While onsite, utilized COVID-19 awareness to safely service users when a hardware swap is required.•While onsite, provided server maintenance and inspection of components. Responsible for hardware, OS, software, and network connectivity for all Local origination servers.•While onsite, monitoring network logs for any causes of concern and addressing any issues to company standard.

•Operated in a 24/7 break-fix environment. Providing troubleshooting expertise to efficiently restore functionality and to company/client standards. •Repeated successes with Audio/Visual and IT projects from inception to execution, strategically allocating resources and identifying key tasks to achieve on-time, on-budget delivery.•Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, servers, and telephony. Analyzing system requirements to efficiently isolate and resolve a wide array of technical issues. Participating in large-scale upgrades and installations.•Quickly learned and mastered new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools, and testing methodologies.•Provided networking/desktop support while performing mainframe and account-maintenance tasks.

•Personally tapped by the Store Manager to provide support for a high value customer at Satya Nadella’s request. Resulting in the continued business deal, customer satisfaction, and multiple educational opportunities,•Assisted with a wide array of educational workshops that were tailored for all ages.•Provided on-site AV/IT Support to public events in the Jacksonville area. •Installed and updated software packages, operating systems, and configured hardware.•Maintained technical lab equipment and tools to company standard.•Performed routine back-up storage to media, maintenance on a diverse set of hardware equipment. Promptly updating appropriate records as needed.•Was responsible for proper handling and packaging of sensitive materials such as lithium-ion battery cells.

• Assisted external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems• Troubleshot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products• Followed appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed• Solved problems that are generally unstructured and require extensive use of conceptual thinking skills• Ensured service to our customers meets contractual Key Performance Indicators• Greeted customers in a courteous, friendly, and professional manner • Listened attentively to customer needs and concerns• Clarified customer requirements; probing for understanding• Prepared complete and accurate work including appropriately notating accounts as required• Participated in activities designed to improve customer satisfaction and business performance

• Provided an accountability of communication equipment worth over $10,000 resulting in a loss of 0% since start.• Installed and maintained Ethernet cables for VOIP and surveillance systems.

• Provided an accountability of communication and networking equipment worth over $300,000 resulting in a loss of 0% since start.• Provided customer service for members and managed their needs and concerns with solution-oriented results.• Maintained important documents such as access lists and maintenance logs. • Provided on-site troubleshooting to Desktops, Thin-Clients, Networks, and Audio/Visual equipment • Helped the site transition from copper land-lines to VOIP systems. • Assisted contracted workers in troubleshooting and upgrading the existing system infrastructure

• Provided an accountability of communication and surveillance equipment worth over $500,000 resulting in a loss of 0% during employment.• Trained coworkers on proper safety protocols involving high maintenance equipment.• Installed and maintained Ethernet cables for VOIP and surveillance systems.• Utilized OmniVision Security and Surveillance systems.

• Highest Clearance level: Top Secret/Compartmentalized Information.• Maintained 24, AH-64D Apache Longbow helicopters valued at $36 million each.• Was the Company IT Sergeant ensuring that our satellite internet network was deployed and maintained ensuring that our company would have a method of communicating with family back home. • Modified and retrofitted new systems to the airframe that increased aircrew survivability and lethality. • Personally maintained tools and test equipment worth over $600,000.• Personally accountable and responsible for military vehicles and ground equipment worth over $800,000.• Conducted numerous repairs to aircraft in a timely manner which maintained the unit’s mission launch rate.• Provided troubleshooting expertise to aircraft and resolving the situation when mission abort was imminent. • Trained and guided 12 subordinates to maintain their tactical and technical proficiency.