Six-month intensive introduction to data analytics and business intelligence processes and tools, including Excel, SQL, Python, Tableau, and PowerBI. Using real data presented by Nashville employers, when possible, learning included communicating findings through presentations, storytelling, and creating reports and dashboards. Onboarding process, instruction, and team work done remotely using Zoom.

• Advanced Network Solutions is the #1 provider of IT Managed Services to businesses in Middle Tennessee. Since its inception, ANS has impacted the greater IT industry of Middle Tennessee and surrounding states by becoming a trusted partner allowing our clients to manage costs through outsourcing their IT planning and support to ANS.• Advanced Network Solutions (ANS) provides networking, virtualization, and infrastructure technology solutions to many diverse organizations including, but not limited to, healthcare facilities and financial institutions. We offer a consultative approach to technology and feature a wide range of services that provide businesses with greater productivity, data security and efficient communication. • My responsibilities are to establish rapport with our clients with scheduled/dynamic onsite maintenance, while partnering with them to recommend and implement a scalable technological solution using ITIL best practices within their infrastructure. • While managing a portfolio of multiple clients with a very dynamic range of infrastructures, I am their Lead Systems Engineer/Network Engineer & Architect assisting them with Cisco, Fortinet, Shoretel network devices configuration/management, VMware implementation, management/monitoring, Active Directory, Group Policy design/implementation, and Exchange Server. I assist them with the bulk of all their technological needs.• I use an array of different tools to get the job done with quality assurance in mind. Tools including, but not limited to, vSphere Client, vCenter, vSphere Update Manager, Windows Remote Server Administrator Tools, Remote Desktop Sessions Manager, Print Management, Exchange Management Console, Putty, LabTech, RDP, McAfee Control Console, and ConnectWise for ticket and schedule management.• This role requires me to be very self-motivated while managing my schedule, deadlines, stress, and competing demands.

• Healthcare Realty Trust is a real estate investment trust (REIT), with 200 nationwide employees, that integrates owning, managing, and developing properties associated with delivery of healthcare services throughout the United States. Fully virtualized enterprise environment with over 100 VMs and 5 ESXi 5.1 host using vCenter Server for management of datacenters and clusters.• Successfully implemented ITIL best practices and assisted in reorganizing our help desk into a more customer service focused entity. While taking ownership of our help desk, users dreaded submitting tickets and viewed IT as nonfunctional; I reestablished a rapport with our users regarding their technology request and concerns within a 90 period. I received a standing ovation at the National Asset Managers meeting for my service in helping reshape our departments brand from being a Help Desk to a more ITIL compliant Service Desk. • Providing remote support for nationwide employees and field support for local employees. • Installing, configuring, and administering our existing ESXi 5.1 test lab from the ground up. Built Windows Server 2008R2/2012 virtual machines & templates using vCenter for management and Update Manger for patching.• Successfully completed company wide network upgrade project. My assignment was to assist with configuration of cisco routers, switches, and asa.• Troubleshooting corporate network issues and determining if issues were due to connectivity, latency due to over-utilization/congestion, or higher layer problems.• Administering Active Directory 2008 user objects, global/universal security groups, and access rights permissions. Adding host/ip address to DNS Forward Lookup in Windows Server 2008R2• Adding, configuring, and deleting Exchange 2007 mailboxes.

• Responded to users technical problems/issues related to hardware, software and networking via e-mail and phone.• Assisted users by diagnosing problems and providing resolutions for technical and service issues.• Using troubleshooting techniques and tools to identify products that were defective and follow guidelines in issuing service calls/contacts.• Advised/educated users within procedural guidelines to ensure a complete solution to their technical or service questions.• Identified and provided input on unique or recurring customer problems through Network Operation Centers. • Focused on delivering a positive customer experience according to Dell standards.• Solved problems for customers with challenging expectations (often escalated or irate).• Maintained/built relationships with other groups that impacted the technical aspect for phone support (e.g. tool content teams, product group).• Participated with managers to determine focus areas for technical improvements.

Working under the Enterprise Information Services Department. I assist branch representatives with questions concerning Consumer Loans/Lines of Credit & Consumer Credit Cards Policy, Online Applications, Software Programs, and general inquiry concerning client accounts.