• Excel as a Server Administrator for 40+ Microsoft Servers running Windows Server 2008/r2012/2016, administer all Cisco equipment, including switches, routers, firewalls, VPN, and securityappliances, and serve as the Microsoft Exchange Administrator for 200+ user accounts.• Create processes and procedures to streamline operations and monitor daily backups, antivirusstatus, shared storage space and network activity, while adjusting network equipment and settingsas needed.

• Delegated all the Desktop Support Team tasks by communicating job expectations, planning,monitoring, and appraising job results, increasing overall productivity by 80% or higher.• Delivered workflow optimization by coaching, counseling, and recommending discipline actions forteam members, increasing quality performance by 60%.

• Revitalized workforce goals by internally consulting employees on work and administrative mattersand identifying and meeting training and development needs accordingly.• Trained, coached, and mentored a team of 17 system engineers responsible for building,deployment, recovery and new technology installs for the entire asset lifecycle of over 8000 PCs andlaptops across the US and Canada.

• Expedited troubleshooting for network systems, Active Directory, SQL, printer servers, file servers,routers, and switches, and developed documentation for applications as required.• In cases of system failure, made quick fixes to restore operations, then analyzed problems,developed recommendations, and worked with other staff to implement changes, yielding 100%client retention

Responsible for implementing the DINE POS Solution; including involvement in the development, installation, and support of the solution. Led a cross-functional implementation team to guarantee optimal brand and business results. Also responsible for oversight pertaining to franchisee Payment Card Industry (PCI) Compliance; including franchise advisement, auditing, and follow thru.

Responsible for providing end user support for software, hardware, and network problems by relying on experience and judgmentas well as pre-established procedure and instructions to identify, research and resolve technical problems presented through helpdesk tickets. Also, responsible for documenting, tracking, and monitoring the problem to ensure a timely resolution.