• Researched all incoming customer warranty requests, analyzed time required verses cost to execute project action plans for 5 million dollar building company• Documented and reviewed all project solutions using tracking software, created metrics and reports to track spending across items, as well as identified high-cost areas for budget reduction• Implemented, tested, and configured new CRM software for warranty department• Created a process to monitor daily work which resulted in a reduction of 40 hours of labor per home in delayed projects while increasing productivity• Developed and implemented Quality Assurance system to ensure maximum product quality and customer satisfaction• Designed documentation with trade partners to identify common issues and solutions, for both internal and external use, collaborated to implement new practices to lower average cost of solutions by $500 per trade, planned and followed up with trade partners concerning open items to ensure accurate work completion

• Provided Service Desk support and resolved problems to users’ satisfaction, performed issue handling, identification, and resolution for all levels of Lennar employees • Ensured employees’ ability to maintain productivity while receiving customer service assistance • Specified as the single point of contact for communicating issues or requesting IS service, served as the employee’s advocate in ensuring that the proper IS department received notification and responded accordingly to questions and concerns • Installed, modified, and repaired computer hardware and software, provided technical assistance and support to requests received through helpdesk related to computer systems, software, and hardware• Executed computer diagnostics both in person as well as remotely, guided associates through the problem-solving process, performed timely workstation hardware and software upgrades as required• Utilized and maintained the helpdesk tracking software, documented internal procedures, maintained inventory of all equipment, software, and software licenses, reported issues to the System’s Group for escalation • Managed PC setup and deployment for new employees using standard hardware, images, and software, installed, tested, and configured new workstations, peripheral equipment, and software• Coached and developed new Service Desk associates

• Established and maintained relationships with accounts, appointed customer liaison between customers and developers to better align customer-company communications, provided solutions for user inquiries regarding computer software and hardware operation • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software, installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications • Conferred with staff, users, and management to establish requirements for new systems or modifications, inspected equipment prior to delivery to users, analyzed equipment performance records to determine the need for repair or replacement • Maintained Active Directory for 300 users, planned, coordinated, and implemented network security measures to protect data, software, and hardware, configured, monitored, and maintained email applications and virus protection software • Performed data backups and disaster recovery operations• Loaded computer tapes and disks, installed software and printers, consulted with network users to solve existing system problems • Trained customers in computer system use, provided Dynamics CRM trainings across the country, in- person and remotely