• Manage Microsoft/Office 365, Azure AD, Active Directory, Exchange Online, Intune, Teams, Windows 365, and SharePoint, supporting 1300 users across 45 locations. • Deployed Windows 365 Cloud PCs and Intune environment with mobile devices and Windows endpoint policies. • Administer 100 Virtual Machines in a Hyper-V environment. • Manage users and applications in Okta SSO to simplify workflow while increasing security. • Experience in deploying and managing RingCentral and 3CX PBX VOIP. • Deployed and managed Aruba Instant-On Switches and Access Points. Manage CCTV systems such as Hikvision and Watchdog, and Hikvision key card system. • Configured and managed the helpdesk ticketing system.

• Experience with administering and working with Atera RMM/Ticketing.• Deployed and managed Miradore MDM solution.• Provided technical support to employees on-site as well as in remote locations.• Active Directory user creation, unlocks, and password resets.

-Process tickets within Fresh Desk.-Connected remotely with ConnectWise.-Managed users and groups on Office365.-Participated in setting up a new VoIP PBX phone system.-Installed various company business applications such as 1Password, Sabre Red Workspace and Trams.-Provide technical support for various models of Xerox network printers and scanners.-Replaced/upgraded computer components when required.

-Participated in successfully launching a virtual machine in GCP.

-Monitored an average of 10-15 call recordings daily for overall quality based on company standards.-Developed instructional material to use during customer service and sales training.-Managed a group of 8 agents to standardize the communication processes with customers.-Ensured customer interactions are aligned with business goals.-Conducted quarterly agent evaluations.-Monitored switchboard to view agent activity.

Temporary.-Worked with I.T. department to relocate computers and printers for new office space.-Connected and ensure computers and printers were operating properly for the end-user by verifying network connectivity.