* Delivered excellent customer service in a fast-paced inbound call center* Effectively assessed customer equipment issues* Researched and resolved customer issues and concerns

* Holistically approached and completed escalated client issues- coordination with vendors/third-party technicians as necessary* Trained, mentored and documented procedures for Tier 1 Engineers* Onboarded and offboarded users within Microsoft Active Directory- Powershell scripting

* Troubleshot and efficiently resolved client issues in a virtual Windows terminal server environment using the ZenDesk ticketing system including:- Microsoft Active Directory/Azure- password resets- editing attributes and security groups per spec- Microsoft Exchange- ensured mail flow- Microsoft Defender administration- shared mailbox creation- creation of mailbox archives- Microsoft Office Suite- license management via Partner Center- ensured functionality of Word, Excel, and Outlook- Microsoft Desktop troubleshooting (Windows OS 7, 8, 10, 11)- Adobe Acrobat- Google Chrome browser- Sophos Endpoint Protection- ControlUp for remote monitoring and management- MFP (multi function printer) administration- scan to email- scan to FTP- RDP Remote Desktop Protocol- ensured server access via Microsoft Remote Desktop Connection- server performance and network troubleshooting- MFA Multi Factor Authentication- Microsoft Authenticator and Duo Mobile- VPN Virtual Private Network- software installation and configuration for users outside the U.S.

* Increased customer engagement by:- Selling REI cooperative memberships- Providing information on REI services, sales, and events* Improved dressing room workflow by switching to color-coded door locks enabling:- Customers to know what rooms are available- Employees to clear rooms faster

* Facilitated on-site events by:- Enthusiastically helping clients and listeners- Setting up and running audio and other equipment* Operated control board for live and remote programming including:- Regulating program timing, operating syndicated programming, and playing commercials- Checking the technical quality and accuracy of on-air programming from studio- Checking playlists for timing to ensure accurate playback- Screening incoming phone calls for The Mike Slater Show

* Assist Vision Team in church-wide database transition and improvement* Upgraded children’s ministry database to make information more accessible and actionable* Work with Director of Children’s Ministry to plan Vacation Bible School* Purchase/track Children’s Ministry supplies

* Complied mailing list via multiple sources for a product launch* Conducted market research on pricing for same product launch