- Collaborate with leadership and development teams to source and implement external vendors for new site features and business tools.- Coordinate work with multiple contracted developer teams for third-party integrations, feature requests, and bug fixes.- Collect feedback from various departments to drive new process improvements.- Enhanced customer support with Boldchat by implementing Automatic Chat Distribution based on customer location, effectively routing them to the appropriate global office.-Implemented and championed Jira as the company’s project management, service desk, and knowledgebase system leading to its adoption by 200 users across 6 global offices.-Onboarded, trained, and managed employees on Jira, Boldchat, AWS, Dynamics 365, and our internal CMS system.

- Acted as primary technical specialist, providing support to both internal employees and external clients on the use of our website and internal company tools.- Automated delivery process for new album releases to third-party clients, transitioning from USB physical drives to digital methods (FTP/SFTP, Dropbox), reducing delivery time significantly.- Utilized Python and bash scripts, along with third-party tools, to automate and cut the update time of the Hard Drive Application in half.hard drives.- Developed and maintained MySQL queries to provide Sales teams with Monthly and On Demand KPI reports- Provide basic administration to AWS EC2 instances and S3 buckets.

• Provided onsite support for computer, network, and internal applications issues via phone and email. Documented all requests using BMC Footprints.• Responsible for new user set up by configuring and testing all relevant software and proper account access. Averaging 10 new users a week.• Acted as Liaison between users and our Network, Systems, Database, and Development teams to resolve complex tickets• Developed a C# desktop application in Visual Studio that provided technicians key Active Directory information. This allowed techs to quickly check a user’s account related info and reduced call times for such issues.

• Responsible for troubleshooting hardware, software and network issues for faculty of the UW-Madison School of Education.• Provided AV support for classroom projectors and smart screen touch panels. • Responsible for reimaging workstations manually and using KACE imaging system• Created a Batch Script that automated the installation of assorted software from their network drive locations