Worked here amidst full migration steps for M365 SharePoint, M365 Apps for Enterprise, Microsoft Entra ID Hybrid (formerly Azure Active Directory), Zero Trust, Zscaler, and Microsoft Conditional Access, Split VPN, (Remote & Local Proxy) -- (Transitioned to full time employee directly with AJG 04/22. Contract2Hire Randstad 08/21-04/22) -- Handles calls and emails for technical support, providing ticket resolution and triage. -- Provide application and desktop troubleshooting for multiple applications and devices -- Training and self-help guidance for new Share Point 365, Microsoft Apps for Ent, Jabber -- Endpoint management within Hybrid Azure AD via Microsoft Endpoint, SCCM, AD -- Supported on file sharing within Teams/OneDrive/SharePoint/Email/Secure Email -- Provided detailed Network, VPN, Proxy, Split Tunnel, Conditional Access troubleshooting -- IDM, AD, Remedy/Smart IT used to identify tickets, user provisioning, entitlement, role, access. -- Accesses systems to support on: CITRIX, SCCM, MEM,AD,LOGMEIN,IDM,SMARTIT, MMC, CYBERARK, BEYOND TRUST, SYMANTEC, MS EXCHANGE, CISCO CUCM, CISCO ISE

Motion Recrutiment Partner Contract: US Bank-- Service Desk heavily using Service-Now for employee support across the company. -- Utilizes SCCM, Remote, Administrator tools to access and resolve single workstation issues -- Supporting, bankers, branch managers, developers and many other roles within the bank. -- Handles all queues, identifies and escalates high severity tickets affecting multiple employees. -- Supported a large number of users during their transition to working remotely during COVID-19. -- Password & Authentication for VPN, AD, SSO, Entrust VPN, Intranet Sites, Drive Encryption -- Provided Customer Support for equipment order, assignment, movement and other requests. -- Experienced multiple software upgrade rollouts, software changes and windows updates. -- Strong ability in Service-Now to build filters, find and identify existing tickets, requests quickly. -- IDM, AD, Service-Now used to identify tickets, workflow, provisioning, entitlement, role, access. -- Accesses systems for user, machine troubleshooting and general assistance within Service-Now, Active Directory, SCCM, Microsoft Endpoint, HP Service Manager, CITRIX Director, Websphere/Vcenter, Access and Identity Management, Asset Management, Azure Intune Office 365, Avaya, eDirectory, IBM AS400, RACF Entrust Identity Guard, LDAP and other systems.+++ What I liked most: Helping frontline tellers come back up after power outage or covid return.+++ Received multiple thank you cards via the employee appreciation sytem "Best in US" +++ Chosen to handle production calls in group shadow environment with trainees on teams abroad (USBank 2021, not a trainer but was chosen to handle productions calls in group shadow for 1-2 months expanding current employees to more call queues / shared my screen and audio with employees abroad trained into most queues still needing shadow for the last couple of queues being trained into)

Customer Technical Support Agent, Data Recognition Corp (Contract through Robert Half)-- Provides customer and technical support to inbound callers for State K-12, and State ELL testing.-- Assists lab techs & teachers with install,config,connect of client devices & content caching sources. -- Provides general troubleshooting, guidance and customer service.-- Devices and operating systems worked with: OSX, Linux, Windows, Chromebook, iPad -- Ticket and knowledge management within Servicenow, Utilize G Suite applications day to day in order to communicate, access documents, and internal google sites which act as the “Wikipedia” for their respective projects.

Volt Workforce Solutions client: 3M (5/18 - 09/18)-- Provided support via phone & email for order maintenance, questions, status & expedites-- Related with buyers for pricing and QTY discrepancies on orders that did not validate via EDI.-- Entered account creation/maintenance requests and updated orders once requests were fulfilled.-- Worked with contacts at plants and warehouse to expedite or cancel orders.-- Utilized multiple systems to view pricing, contracts, product certifications, and worked with 3M as they transitioned into a new ERP system (SAP).

Randstad Technologies client: Findlaw part of Thomson Reuters (08/17 - 05/18) +++ What I liked most: HTTP2 Secure is a very intriguing topic and though I learned about this long before starting this project, this gave me a cornerstone to take a deep dive in learning everything about - it, DNS flattening, and origins of Cloudflare. While taking a Deep Dive into these topics, new Security Headers for Cross Origin management made thier way to production in the "Evergreen Browsers" and I fully reviewed this in hopes it would be helpful in future RetroFit opportunities. By following the new browser changes and modern security practices, I anticipated future projects/roles I could persue for jobs based on upcoming changes or requirements that affect most or all web properties pointing to future change requirements that will require action on/with upgrading existing web properties . Though this was an Outreach Retro Fit Project for HTTP/2 Sec, it drove my research outside of work further than I had before starting here, and the skills used in this position landed very close to my Web Development and Programming Education using more of my Web knowledge.• Collaborated w/ Clients, IT Admins, 3rd Party Technical, a& Account Managers to obtain hosting information, move DNS and repoint domains for conversion of clients' websites to HTTPS/HTTP2 • Handled all steps in moving the DNS records and repointing domains, from start to finish. Requiring calling lawfirms, tracking those attempts and contact information provided for additional parties such as client IT, 3rd party technical or hosting providers. • Guided customers through technical steps required to repoint their domain and confirm all DNS records exist on the new DNS location for customers who prefer not to provide access to their domain registrar and DNS host.• Once the site was on Findlaw's secure domain, I published website changes from staging to live site and verified website was being delivered as HTTPS

Retail Merchandising and Projects.Completes in store sets and resets according to planograms, working closely and relating with team members at Advantage Sales & Marketing, Store Managers, Department Managers and Backroom Leads. May complete smaller projects for display and mod setup.

The Right Staff client: Comcast (11/16 - 01/17)• Greets customers• Processes equipment returns• Answers general questions • Sets customer expectation

The Right Staff client: EMC Publishing (07/16 - 11/16)• Handles support requests initiated from Live Chat, Phone, and Email. • Utilizes resources and existing knowledge bases to quickly assist customers with support requests.• Completes thorough Troubleshooting, Replication, Research, Review, and Testing to isolate issues.• Processes administrative tasks within learning management and digital asset management systems.• Tests, breaks down, confirms & reports product errors to the dev team. Corrects issues when possible.• Uses company implementation of file maker to update and track tickets through completion.

Renewal by Andersen through Express Professional and TargetCW • Generates leads from Proximity Marketing. • Makes Initial, Existing, Legacy, and Competitor client contacts. • Conducts discovery process to find window conditions and need. • Schedules a visit for homeowners that will benefit from a consultation..

Randstad Technologies client: Sovos Compliance (12/15 - 01/16)• Supports client installation, configuration, errors and troubleshooting via phone and goto meeting.• General pc support for printing, web application login, client configuration and usage of applications• Track cases, customer's account history, assets and knowledge on Salesforce CRM, support to completion• Provide expert guidance for client software, web based software with full walk through and updated information• Work with tier 2 and 3 as well as product managers on issues needing backend access, rollout fixes,. server/connect• Detailed client-side troubleshooting for connection and error codes on early functionality rollout TACA• Trouble shoot technical issues, provide resolution, document the resolution, conduct and initiate backend duties, Engage Account Executives - Product Managers - Extended Support when needed, Recognize and troubleshoot to find scope and urgency of issues, providing updates and communications as needed.

ProStaff Client: Sportsman's Guide (09/15 - 10/15) Customer support and order maintenance. - Returns / Exchanges / Refunds / Membership Maintenance / General Questions / Product Comparison and Suggestion / Direct Customer Support via phone / Presenting Promotions and Offers / Apply Pay types and coupon codes / Web support for account creation, password reset, check out, shipping and pricing clarifications / fedex and usps tracking / backorders / order status an explanation / reships / parts requests / product support and credit support intermediary and transfer / limited to maintaining orders that have not been shipped, able to apply refund after team interaction to complete a stop ship, midship stops were completely out of my hand for an op that required special handling including carrier contact, warehouse stops and mid-shipment address change or cancellation escalation handoff / factory direct unknown shipment status and vendor contact handoff /

ProStaff Client: Ability Network (03/15 - 07/15) • Strategic Partner Order intake via emails from multiple channels.• Directly supports Sales Teams on current processes and QA of quotes• Internal order requests from multiple teams via tasks / email / im • Communicates with teams to resolve issues / clarify tasks and requests• Participates in SP phone conference meetings for process improvements (WebEx & Lync)• QA of orders waiting for approval to ensure all attachments, values, semantics and, account info.• Builds reports from Salesforce and Excel to fulfill reporting needs • Communicates directly with 4-5 vendors routinely.

Internship Contract : Virteva (10/24/14 - 01/20/15) • Handles inbound IT support calls. • Full support first line of contact for first call resolution. • Resolves, Documents and Assigns incidents in service-now. • Uses Citrix, AD, Oracle and Web-Based softwares for administration. • Uses remote desktop, XenDesktop (NORAM), and Logmein to provide remote support. • Worked with Carlson Companies Account (Rezidor Hotel, Wagonlit Travel, Corporate) • Incident Management and Creation for: Outlook, Exchange, Active-Directory, Cisco Any- Connect, Self Service on Service-Now, Oracle Login and application freeze ups, Password Resets, Printing Issues, AD Login Credentials, Windows PCs, Thin-Clients, Laptops, Remote Desktops, Web-Based and Platform Software, Java Configuration, Simple Networking, Virus protection and software install/reinstall. Provides support for other incidents as well.

Phone Marketing Outreach Campaigns (Previous learners, Interest lists from various sources) • Conducts discovery process to find and suggest applicable areas of study. • Provides a warm hand-off to Enrollment Counselors specializing in the area. • Forwards qualified leads to EC for callback if live hand-off is not possible. • Schedules and conducts callbacks to qualify leads at a better time. • Provides information about degree programs via phone and email. • Accesses call lists and customer records via windows CRM. • Conducts 300-400 calls a day qualifying 2-4 leads or 10-20% of all contacts. • Employs techniques to overcome objections and concerns.

ProStaff Client: Rust Consulting 04/02/13 - 09/13/2013 - CSR ProStaff Client: Rust Consulting 12/14/2012 - 01/09/2013 -CSR • Handle calls for one or more projects simultaneously. • Resolve caller inquiries, update information and initiate processes. • Addr change; New record entry; Call Dispositions; Inbound & outbound call. • Check Validation, Fund Verification, Re-Issue and Split-Pay Requests. • Warm Transfer, Conference Initiation, and 3rd party Interpreter service. • Initiated and Conducted Mock Calls for new representatives. • Reported unscripted situations to leads and handled as directed. • Escalated calls for special handling and review. • At highest call volume handled up to 120 inbound calls a day on all lines for that project. Calls ranged from quick 1 minute transfers to detailed Q&A requests / escalation. • Capable of providing direct support and processing for up to 90-100 callers a day.