● Led Onsite IT Support Team in peak performance, and customer satisfaction. ● Spearheaded an initiative reducing Onsite IT downtimes by 90%● Awarded for Dedication & Outstanding Customer Relations (December 2022 & August 2023).● Founded & Led the Process Governance Team focusing on Process Adherence, Knowledge Management & Training. ● Led onsite ITAM to 97% accuracy in Asset Management.● Create and Led Q&A to enhance Ticket Management & Customer Satisfaction.

● Ensured top-tier customer service for both phone and deskside support.● Managed and streamlined issue handling using the ServiceNow ticketing system.● Maintained ownership of technical issues from initiation to resolution.● Performed efficient hardware and software troubleshooting and corrective actions.● Executed standard-compliant hardware and software setups and tests.● Aided in developing and updating system support documentation for operational excellence.

Temporary Contract at Department of Veterans Affairs● Assured project completion in 75% of the scheduled time frame.● Streamlined workstation deployment, optimizing operational efficiency.● Maintained customer service standards under challenging conditions.● Delivered impactful feedback to improve team performance.● Efficiently allocated tasks for balanced workload and peak team productivity.● Ensured effective communication between team and senior management, boosting team cohesion.

Temporary Contract at Tri Health● Managed setup and imaging of new workstations.● Upheld high standards of Customer Service & Technical Support.● Fostered an environment of open communication, encouraging feedback and collaborative problem-solving.● Managed and mediated conflicts, fostering a cohesive team environment and ensuring effective resolution of issues.

Temporary Contract at UC Health● Overhauled asset tracking, advancing system efficiency.● 33% increase in PC Deployments by refined computer system processes.● Maintained client alignment with clear, consistent communication.● Led technical team training, enforcing process adherence.● Catalyzed project success through focused team leadership.

● Provided effective Help Desk support and resolved end-user issues.● Monitored and managed ticketing system for inbound client tickets.● Conducted proactive issue resolution for FSN services and products.● Managed internal trouble tickets, ensuring timely resolution.

Temporary Contract at UC Health● Overhauled asset tracking, advancing system efficiency.● 33% increase in PC Deployments by refined computer system processes.● Maintained client alignment with clear, consistent communication.● Led technical team training, enforcing process adherence.● Catalyzed project success through focused team leadership.

● Established the company's inaugural American Fronted Help Desk.● Led the development of IT processes and training programs.● Orchestrated IT contract transition, guaranteeing uninterrupted service.● Guided IT Knowledge Management as Subject Matter Expert.● Drove company-wide knowledge sharing for operational improvement.● Liaised with clients and management for project alignment.● Enhanced customer support through knowledge system oversight.● Implemented performance metrics for continuous monitoring.

● Top 99% in call handling and first call resolutions.● Oversaw PC/Server administration for optimal system reliability.● Managed end-user access with Microsoft AD and related platforms.● Administered mobile device management across various platforms.● Handled internal trouble tickets for prompt resolution.● Ensured top-tier customer service for both phone and deskside support.● Managed and streamlined issue handling using the ServiceNow ticketing system.● Maintained ownership of technical issues from initiation to resolution.● Performed efficient hardware and software troubleshooting and corrective actions.● Executed standard-compliant hardware and software setups and tests.● Aided in developing and updating system support documentation for operational excellence.

o Responsible for customer service call, answering phone, and speaking with customer.o High call volume environment, taking 90+ calls a day.o Record and maintain customer database.o Offered Support for issues pertaining to Software and Hardwareo Follow Processes and Procedureso Contribution in training or orienting other staff on office policies and procedures.o Consistent presentation of a professional image, both on the phone and in person.

o Responsible for customer service call, answering phone, and speaking with customer.o Record and maintain customer database.o Offered Support for issues pertaining to Software and Remote Computing.o Support pertaining to hardware installs, hardware repairs, hardware roll outs.o Follow Processes and Procedureso Contributed and Maintained Support Knowledge Baseo Contribution in training or orienting other staff on office policies and procedures.o Consistent presentation of a professional image, both on the phone and in person.

o Responsible for customer service call, answering phone, and speaking with customer.o Record and maintain customer database.o Offered Support for issues pertaining to Software and Remote Computing.o Offered Support for issues pertaining to Cell Phone.o Follow Processes and Procedureso Contribution in training or orienting other staff on office policies and procedures.o Consistent presentation of a professional image, both on the phone and in person.

o Responsible for customer service call, answering phone, and speaking with customer.o Liaison between customer and Internet Service Provider office.o Record and maintain customer database.o Offered Support for issues issues pertaining network related problems.o Offered Support for issues pertaining to any hardware or software related problem.o Consistent presentation of a professional image, both on the phone and in person.o Contribute reference material to knowledge database for future training.

o Responsible for customer service call, answering phone, and speaking with customer.o Liaison between customer and Internet Service Provider office.o Record and maintain customer database.o Offered Support for issues pertaining network related problems.o Offered Support for issues pertaining to any hardware or software related problem.