*Lead a 24x7 support rotation with internal and external teams using ServiceNow to complete 98 percent of tickets in SLA for our business partners*Supported 145k+ camera endpoints across more than 2500 sites with a 99% uptime*Integrated and installed AI fraud detection on 12k+ lanes resulting in a $68 million ROI

* Managed and maintained Cisco network infrastructure, Ubiquity wireless, and Meraki firewalls, ensuring smooth and secure network operations.* Oversaw virtual machine administration using VMware vCenter in domestic and international clusters, optimizing performance and resource allocation.* Implemented backups and replication strategies through Veeam and Archiware P5, safeguarding critical data and ensuring business continuity.* Managed user accounts, groups, and Group Policy Objects (GPOs) within Active Directory, streamlining user access and system configurations.* Supported and maintained Linux, Windows, and macOS machines and servers, ensuring their stability and performance.* Administered the Casper asset management server, facilitating software deployment and configuring system settings efficiently.* Maintained and supported Office 365 applications and user accounts, enabling smooth collaboration and productivity across the organization.* Managed DNS (LAN and WAN) and DHCP entries using Windows and AWS, ensuring reliable network connectivity and IP address management.* Provided tier three technical support, resolving complex technical issues and contributing to the efficient functioning of the IT infrastructure.

* Implemented Mobile Device Management (MDM) solutions to image and manage over 500 production Macs, ensuring standardized configurations and streamlined maintenance.* Provided initial support as the first point of contact for technology-related issues, promptly resolving user inquiries and ensuring smooth operations.* Supported design and graphics departments by configuring software and servers, enabling efficient workflows and empowering teams to deliver high-quality creative outputs.

* Contributed to the web application by entering articles, images, and audio content across 17 state curriculums, ensuring accurate and timely updates.* Developed comprehensive training documentation to onboard and support new associates, enabling them to quickly ramp up their skills and contribute to the team.* Provided technical support to customers and internal staff via phone calls and emails, resolving inquiries promptly and ensuring smooth operations.