• Analyzed client requirements to identify solutions by implementing customized processes, streamlining lead management, opportunity tracking, and data forecasting.• Monitored pilot testing and provided strategic recommendations on product rollouts, staying up to date onindustry standards and best practices.• Researched, troubleshot, and resolved complex issues within the company, acting as a subject matter expert and point of escalation for ITILs (Information Technology Infrastructure Library) ensuring successful issue resolution for clients related to system setup, product functionality, and quality assurance.• Utilized Office 365 automation tools like workflows, process builder, and validation rules to automate routine tasks, reducing manual effort and minimizing errors, while proactively communicating results to key stakeholders to increase job satisfaction.• Configured cloud tools to centralize customer and administrative operations, streamline case management, and enhancing overall client experience.• Designed custom reports and dashboards to provide real-time insights into data/unit performance, enabling data-driven decision-making and strategic planning.• Developed customized solutions using Office 365's SharePoint components and Visualforce pages to address specific customer service needs, improving efficiency and client satisfaction.

• Provided support to the facility management, vendors, and IT support groups to expedite the support process, using strong communication and technical skills.• Managed 200 user accounts through active directory and exchange, adhering to stringent regional jail standards.• Streamlined the imaging process for over 100 PCs and Laptops, improving operational efficiency and maintaining high-quality standards, as evidenced by a 40% reduction in system downtime.• Skillfully troubleshot and maintained SSL Camera systems, ensuring continuous surveillance throughout an agile facility.• Efficiently managed inmate data for staff using Keefe software, ensuring data integrity and regulatory compliance.• Configured users through Jailcore Software and mobile devices, implementing robust access controls and streamlined user management.

• Responded to end-user trouble calls across various locations, meeting defined Response Time goals with a high ticket resolution and closure Rate.• Acted as a point of escalation, utilizing JIRA and other ticketing systems to triage and resolve issues, ensuring alignment with client needs and business requirements.• Partnered with regional manager and team lead to update the facility's desktop and LAN infrastructure, adhering to industry best practices and business direction.• Consistently maintained a high customer satisfaction rating and met tight project task deadlines as defined by Project Management.• Meticulously maintained documentation, including inventory, ticket tracking, backup, disaster recovery plans, time tracking, and assigned project work.• Provided second-tier support for PC, server, RF equipment, printers, mainframe applications, and network-attached devices, utilizing advanced troubleshooting skills.• Proactively troubleshot LAN issues and assisted in configuring data, voice, and video systems to ensureoptimal performance and connectivity.

• Expertly imaged 150 cloud network computers for all regional CHKD clinics, optimizing performance and productivity.• Conducted comprehensive assessments of CHKD locations throughout Hampton Roads, streamlining Windows migration efforts.• Skillfully performed hardware upgrades through VMware, enhancing clinic efficiency and performance. • Successfully completed imaging and software tasks within a demanding timeline, showcasing strong time management and technical capabilities.

• Cultivated strong client relationships by delivering personalized end-user training and support, achieving a client satisfaction rate of 96% through effective communication to resolve issues.• Designed and implemented organizational policies, including security measures and access controls. • Spearheaded the seamless upgrade of client operating systems from Windows 7 and 8 to Windows 10, ensuring minimal disruption and maintaining 100% project deadline adherence.• Skillfully imaged and prepared iMacs for client use, ensuring proper software installation and configurations.• Installed and configured various software applications to meet clients' specific business needs.