In my role as Manager of Deskside Support and PSS, I have maintained the duties and responsibilities previously outlined. Additionally, I have assumed oversight of the management of badge, camera, and alarm systems spanning our three facilities. This expanded scope of responsibilities reflects my ability to seamlessly integrate diverse management functions while ensuring the smooth operation of essential systems across multiple locations.

In my capacity as Manager of End User Support, I have successfully guided the Desktop Support team through various new projects and the initiation and conclusion of contracts. Notably, I played a key role during a pivotal period when our workforce transitioned to 100% remote operations. This transition was executed seamlessly under my leadership, and we introduced a range of new tools, resources, and policies tailored to optimize remote work efficiency. This experience underscores my ability to navigate organizational changes while ensuring the adoption of innovative solutions for enhanced operational effectiveness.

In my role as Assistant Manager End User Support, I have consistently utilized the same suite of programs mentioned earlier. Moreover, I've taken on additional responsibilities that include overseeing inventory tracking, managing licensing, and providing support in the coordination of desktop agents. This expanded role has allowed me to not only maintain proficiency in the mentioned programs but also to contribute to the broader operational efficiency of the end user support function.

In my role as Desktop Support, I have continued to enhance my IT literacy, deepening my comprehension of networks, connectivity, application licensing, and the troubleshooting of both hardware and software. On a daily basis, I engaged with a diverse array of tools and technologies, including but not limited to RSA, ShoreTel, 8x8, DUO, Office Products, Office Admin Tools, GoToResolve, LogMeIn, Symantec Endpoint Protection, Sentinel One, Active Directory, Windows 7, 10, & 11, Adobe Reader/Pro, Nitro Reader/Pro, Java, WinZip, and PDQ Deploy. This hands-on experience has not only expanded my technical proficiency but has also equipped me with a versatile skill set in addressing the multifaceted challenges inherent in desktop support responsibilities.

In my capacity as Special Assistant to the CEO, I had the honor of working closely with one of the founders of Central Research. This role involved active participation in key meetings, including those centered around strategy, legal matters, and reporting. Additionally, I traveled on behalf of the CEO to attend important meetings at our offices in Alexandria, VA, gaining valuable insights into organizational operations. This experience provided me with a deep understanding of contract management, employee supervision, and the nuanced balance required in navigating risk and reward scenarios.

In my role as an Application Administrator, I have gained extensive insights into the IT aspects of the business, solidifying my technological literacy. My capacity as a quick learner allowed me to swiftly acquire the skills necessary for proficiently managing, reporting on, and enhancing the application in my administrative capacity. Notably, I demonstrated a strong commitment to excellence by willingly dedicating long hours and weekends to ensure the timely completion of my responsibilities. Recognizing the critical importance of my role, I maintained a focus on the seamless operation and up-to-date functionality of the application, upon which the entire department of collectors relied for optimal performance.

In my role as Collections Manager at Central Research, I advanced my leadership and communication skills significantly while overseeing a team of collectors. Demonstrating a profound understanding of collection laws, I undertook proactive measures by personally visiting the states of Michigan and Nevada. This strategic initiative resulted in the successful acquisition of Manager Collection Licenses, enabling our company to operate seamlessly within the regulatory frameworks of these states.

In my role as a Customer Service Representative, I cultivated valuable experience and expertise in navigating the intricacies of privacy and security laws. My focus on effective communication played a pivotal role in my interactions with individuals, allowing me to refine my skills in fostering positive engagements. Through dedicated training, I acquired in-depth knowledge of key regulations such as FDCPA, FCRA, and HIPAA. This training not only enriched my understanding of legal compliance but also honed my ability to communicate complex information in a clear and accessible manner, contributing to successful interactions with diverse individuals.