- Managed a team of 10 engineers across 4 hubs including a corporate office in Seattle, WA, two fulfillment centers in Reno, NV and Columbus, OH, and a remote workforce across the lower 48 US states.- My team provided support for 2000 users/3000 devices for P1 & P2 issues 24/7/365 via a multi-level support structure for on-call and meets or exceeds defined SLAs over 98% of the time.- Successfully maintained an exceptional level of customer service for all end users by consistently providing training, feedback, and coaching to my team via immediate coachings, 1:1 meetings, and quarterly talent reviews.- Represented my team in cross-team and cross-department meetings involving leadership up to the C suite level.- Led and managed several large, often organization-wide projects including office openings/closures, pandemic remote transition, return to work “hotel desk” transition for hybrid work, application deprecations/migrations/deployments, yearly PCI/SOX compliance audits, new hire and separation process improvements, and major tech-related cost savings efforts.- Managed a yearly IT multi-million dollar asset, equipment, and software budget.- Acted as a technical escalation point as needed based on business needs.

- Operated in a very fast paced environment with over 80 different client's infrastructures.- Utilized tools like ConnectWise, Labtech and LogMeIn to manage client assets and trouble tickets.- Troubleshoot workstations, servers, networks and other business-critical applications and devices as a first point of contact. Escalate tickets as needed with all necessary information to assist Operations Engineers in further troubleshooting.- Obtained CompTIA A+ certification in December of 2014.

- Worked closely with the IT and Operations departments to manage daily task priorities.- Acted as the first point of contact for the support side of the Hilliard location regarding all assets including OSX and Windows computers, iPhones, iPads, Mifi devices, peripherals, audio and video equipment and all WMS-related end user devices.- Assigned, created, categorized, and updated tickets accordingly in order to track time and efficiency.- Assisted in maintaining and troubleshooting facility Microsoft Server 2008 R2 server and shared drive, Ubiquiti Unifi Wi-Fi, and NEC phone systems.- Worked with Help Desk Manager to maintain asset documents for all technology pieces and license keys.- Assisted in document creation for end users to educate and train on common issues.- Consistently worked with the Operations department to decide on technology needs for a constantly changing work environment.- Assisted the Refurbishment Department to optimize efficiency by ensuring that a parts vendor is secured in order to repair devices.- Took on short term and long term IT and Operations-related projects as assigned by the Director of Operations.- Collaborated with Team Leads to develop projections to assist in planning for incoming workloads.- Obtained ACSP via training course in May of 2013.