• Researched, standardized, and developed procedures used by our support structure. Notable projects include HR platform file export and automation to AD for automated attribute updates, removing all related tickets from being generated by the customer and designing a BMW maintenance software update procedure that reduced 40 hours of manual updates per location to roughly one hour for a single technician to patch all machines.• Mass deployment and upgrade of dealer management systems, such as CDK Drive, Reynolds ERA Ignite, and Procede Software to new and existing dealerships using Kaseya RMM, Powershell, and Azure MDM. • Designed and documented the multifactor authentication deployment process via conditional access for the projects team. This included assessing licensing requirements, varying configurations based on state compliance, and implementation for VPN users. • Deployed SSO/Identity Management solutions such as Duo and Passly while working with vendors to integrate their existing products with these platforms. • Supported and maintained environments for over 30,000 end users nationwide. Includes various systems such as all aspects relating to Windows servers, network (Meraki, Cisco, Dell, Fortigate, UniFi) equipment, mail filtering (Office365, Barracuda, SpamTitan), on-premises Exchange, Office365 and Azure environments. • Provided white glove services to assigned customers involved in Helion’s systems consultation program. Involved regular check-ins with the customer to analyze existing or new issues, providing guidance for dealer IT presented projects, and addressing any new concerns with the dealers’ management teams. • Mentored new systems engineers and service desk members on all internal tools and processes.

• Maintain relationships with vendors and manufacturers in the steel and cutlery space.• Attend and staff industry trade shows and events for Longship Armoury and its partners.• Talent outreach for design of Longship Armoury related products and relevant marketing material.

• Delegated the role as lead onboarding engineer to provide a consistent result for customers, vendors, and our internal engineering team.• Re-designed and managed onboarding process to ensure the highest level of success for new customers starting from day one. • Led the complete overhaul of internal documentation and implementation of IT Glue to reduce inefficiency internally. This was tied into the re-design of the onboarding process to ensure that proper documentation was available and easily searchable. Created training documentation and procedures for service desk and the network services team outlining the use and maintenance of the IT Glue platform. • Oversaw projects with the project management office to ensure that standards were met within the timelines established. This included attending meetings during pre-sales, managing the scheduling of over 10 engineers, and assisting the project manager in determining the best resources to assign certain tasks.• Handled vendor relations for internal and customer facing products, including the early adoption and testing of Liongard to add automation to internal documentation and reduce inaccuracy.• Assessed vulnerabilities and maintained customer networks and servers regularly while acting as an escalation point for the service desk. • Additional tasks performed were on-site pre-sales assessments, server and network equipment configuration and deployments, disaster recovery testing, and post-project customer training.

Researched and created social media campaigns for small businesses in order to help them establish a brand. Also provide continued consulting services and graphic design for web and print material to keep the customer with the current industry standards.

• Serviced, maintained, and installed various pieces of equipment for clients in different industries; not limited to servers, workstations, laptops, mobile devices, firewalls, switches, wireless access points, VoIP, multi-function printers and BDR solutions. • Acted as the point of contact for clients during projects, including new customer onboardings, pre-sales assessments, and installation of equipment. • Provided support for over 600 workstations and 50 servers, including white glove support for executives. Provided additional field and remote support to other CMIT franchises across the northeast in Connecticut, Rhode Island, Pennsylvania, New York, and New Jersey. • Other responsibilities included training new employees, maintaining documentation, and improving day-to-day work by researching and implementing new processes and software based on customer needs.

• Redesigned coded and updated the Employment Outreach website, resulting in over 250 online resume submissions and an opportunity for employers to post open job positions since 2010.• General technical support within the office for printers, workstations, and overall management of web services.

• Brand research and growth through a voice that matched the brand.• Website and social media asset design displayed on the SoloMid.net website, social media accounts, and various team members' live streams.