• Solve technical challenges by Automating current and future processes with limited/zero touch solutions. to increase efficiency and reduce the potential for human error • Develop and Engineer Workstation policies and configurations with Microsoft Endpoint Configuration Manager, Active Directory GPOs and PowerShell to manage and maintain Windows desktop operating environment and productivity tools to meet business needs• Assist in determining, specifying, submitting budget requests and procuring needed hardware and software for the laptop and desktop environment• Experienced in SCCM, Active Directory, Windows 7/10 operating systems and IT best practices• Leverage SCCM to measure progress and draw insight from reports and queries• Root cause analysis for end-users, systems and applications issues• Experience with ITIL support/change model on the ServiceNow platform

• Handle incoming support tickets from 2,100 field users, 400 corporate users, tier 1 support teams and C-level executives • Managed maintenance, patching, and troubleshooting of corporate IT assets • Procure and allocate IT hardware and software licenses worth $300,000• Determine the impact of and test changes to desktop/laptop hardware environment• Provide training to help desk users on internal and vendor tools and applications• Configure 50 new and replacement PCs and Macs per month• Develop and implement Windows 10 and VMware images

• Provided Tier 1 support for restaurant and corporate employees including networking, security, restaurant systems and internally developed applications• Handle 4-7 incoming calls to the IT Support Hotline and email ticketing system per hour in an ITIL support model• Communicate and provide continuity with tier 2 and 3 teams• Identify and escalate trends to drive down incident volume• Develop and document processes and procedures for vendor network troubleshooting

• Handling support cases and scoping enhancements for restaurant customers• Implementing functional improvements in order to advance services for customers• Completed Oracle HIPAA and PCI training• Implement Oracle solutions: Database admin password resets, implement changes to credit card or gift card interfaces and Configure features and functions within different point of sale systems

• Design, configure, and implement 10 restaurant databases per year• Special Mention Projects: Marriott Upgrade, Goodtimes Rollout, Mod Market Rollout (could have this at top)• Handle local help desk cases • On-site trouble shooting and hardware replacement

Maintain office building and apartment buildings; oversee vendor contracts while on-site, respond-to and solve building complaints; provide maintenance and labor.

Worked my way up to supervise and managing a crew of seven. I complete all on-boarding and training, inventory management, production, cash handling, paperwork, crew evaluations, interviews and regular store operations. Initiated and implemented a “Cold Stone Theme Night” once a week for all employees. Direct creative planning, staffing and all operations of the theme night and maintained this initiative over the last two years.