IT Project Coordinator  Performed IT PM rights and privileges in developing detailed project plans and schedule applications/infrastructure projects, including goals, risks and resource allocation. Managed client expectations and ensured project delivery in conformance with company software development lifecycle methodologies, future software rollouts and other featured IT projects.IT Project Manager  Utilized IT tools and techniques that measured PC hardware and software performance to create an active database of user issues and resolved hardware and software issues while proactively implementing business continuity and contingency plans before workability was affected.IT Subject Matter Expert and Support Specialist  Monitored and controlled all IT issues regarding user hardware complications, software functionality, communication connectivity and all other ongoing daily challenges while also training, governing and coordinating tasks/responsibilities throughout the IT teams.IT Service Desk Manager  Directed, managed and resolved all incidents amongst IT team in accordance with established SLA. Coordinated and communicated all service requests, changes and issues to necessary teams for resolution in accordance with ITIL 4.0 standards.IT Trainer  Created, designed, deployed and led North America IT trainings for all global users and the North America New Hire Orientation IT training package which involved multiple mediums, print, video and digital platforms.IT Mobile Account Manager  Led mobile account management and billing across all global locations as well as managed, deployed and supported all mobile devices across North America locations.Future Brose Change Agent  Championed and promoted change agent mindset for transformation process support during the Brose Product/Image Re-Launch initiative from 2021-2023. Ensured holistic change initiatives through dynamic and balanced representation of business, team and individual aspects.

Provided technical customer support to eliminate operational downtime on-site and at client locations regarding any software/hardware issues.Selected Contributions: Supported internal/external Sharepoint system, while familiarizing both staff and clients with security protocols in using Planet Moran Cloud technology. Worked on project teams to roll-out software product updates and apply them to staff needs, while negating downtime and preventing work stoppage. Performed support on all mobile tools software/VPN to allow staff access to email, calendar, contacts and business software through mobile technology.• Created and applied uniformed template to use while writing technology articles to assist staff in IT software issues they may have experienced.

Performed technical customer support by phone/email/chat for any and all customers across North America, ranging from basic printer duty issues to production servers halting majority of users or major applications in an orderly and timely fashion.Selected Contributions: Facilitated in coordinating and organizing onsite technicians to customer locations to resolve any and all issues that could not be resolved remotely. Managed negotiating pay rates for satellite technicians and handled quote requests for “non-contracted” customer base. Performed remote network support on all corporate account equipment ranging from Servers to Printers.• Collaborated in organizing and initiating Service Desk scheduling and call-rotation duties amongst other Service Desk Engineers.

Provided Customer Support for SYNC/Navigation/Ford Work Solutions through Phone, Chat and Email support.Selected Contributions:• Was appointed the Subject Matter Expert on weekly meetings with SYNC engineers, relaying any issues reported with SYNC and working the solution to completion.• Intermediary to SYNC engineers regarding items of research and troubleshooting in relation to SYNC/Navigation/Ford Work Solutions.

Built/repaired/upgraded/maintained personal computers/Workstations/Servers for homes and businesses.Selected Contributions:• Provided Administrator and Active Directory support for small to medium size networks• Provided customer support, handled salesperson duties and customized ordering, as well as organized ticket and troubleshooting processes in-person and by phone.• Expert-level understanding and troubleshooting of hardware/software and functionality in personal computers/Workstations/Servers and associated peripherals.