• Worked in a Team to deploy VoIP hardware upgrades in multiple locations in the US• Provided support for user change requests in Cisco Unified CM Administration• Provided LAN/WAN networking and wireless access point solutions to multiple sites• Provided support as an escalation point for critical business issues• Documented tickets and services through Service-Now ticketing system• Implemented Firewall solutions to multiple site locations• Project: Worked on Cisco IP phone replacements for multiple site locations• Coordinated with multiple vendors to implement cabling at multiple locations• Supported remote users using Bomgar remote tool

Reliance Steel and Aluminum – Field Operations March 2011 – August 2017 • Coordinated with a team of specialists to implement deploy hardware to sites in need of upgrades• Trained multiple users on daily support issues and troubleshooting methods• Implemented and deployed remote support tools to manage warehouse devices in the US• Provided Tier 3 Enterprise hardware and software troubleshooting, diagnosis and resolution• Provided LAN/WAN networking and wireless access point solutions to multiple sites• Deployed Windows 7/10 Migration to multiple locations.• Implemented MDM Enterprise Solution (Soti) to manage multiple office and warehouse devices • Implemented and supported ERP Applications to multiple sister sites around the US• Documented issues and solutions for small-medium business ERP solutions• Provided support as an escalation point for critical business issues• Arranged with 3rd party vendors to supply hardware for annual inventory• Coordinated with a team to deploy and implement Microsoft AX ERP solution to small-medium business• Documented tickets and services through Service-Now ticketing system• Supported remote users using Bomgar remote tool

Insight Health –Support Specialist March 2010 – May 2013• Deployed software installations to all corporate users.• Configured onsite and remote network printer installations to users all over the US.• Provided account maintenance and user administration using Active Directory• Tracked issues and calls through Heat service desk.• Provided deployment and user support for VMware • Created and maintained the Help Desk Support Knowledge Base.• Provided RDP remote desktop assistance to users.

Carl Karcher Enterprises – Help Desk Support Lead Analyst Aug 2004-February 2010• Responsible for providing technical support for remote users in Point of Sale systems and back offices using multiple operating systems including Windows XP, 2000, NT and 98.• Handling 30+ incoming and outgoing calls to assist customers with POS, networking and back office issues.• Responsible for maintaining the service help desk ticketing system (CA).• Provided detailed analysis to ensure technicians meet SLA requirements.• Assisted with Quality Control and Customer Service calls• Managed a team of five support technicians with nationwide deployments

Dlink - Network Product Specialist August 2002- July 2004• Responsible for providing technical support to local and remote users in a mixed OS environment including Windows XP, 2000, 98 along with Mac 9.x-10.x.• Handle 30+ calls a day relating to network connectivity, configuration of various network hardware components and various operating system/application errors.• Troubleshoot and resolve various email issues on Microsoft Outlook/Outlook Express.• Responsible for providing escalated support to Level I/II technicians.• Assisted with Quality Control ensuring Level I/II technicians meet current SLA requirements.

Computer Service and Support. Computer sales representative.