1. I became an essential employee during a time of a Worldwide Pandemic and demonstrated leadership skills and initiative to become promoted to Supervisor within the first 30 days, and again to QA Supervisor within 45 days.2. I processed claims and was the point of contact for escalated issues due to my overwhelming numbers in call resolution. I developed and initiated training and coaching protocols to maintain an 85%+ average in metric compliance. In addition to other responsibilities, I trained and help troubleshoot and configure CSR systems and devices to work in a remote setting, including providing essential technical troubleshooting, and isolation testing for all technical issues in compliance with State regulations.3. I proactively helped define system and training issues in order to better develop our CSR talent. I also managed and maintained QA and compliance of direct reports (100+ Agents, 5+ Supervisors), in addition to day-to-day responsibilities.

1) Acted as part of the primary resolver group for my designated support team: skilled at troubleshooting one or more operating systems within various types and designs of servers, network devices and related peripherals.2) Created and assigned work orders and troubleshooting problems for customers via on-site assistance through a designed ticketing service.3) Initiate problem escalation and ensures problem resolution by tracking and reviewing all completed/returned escalated requests.4) Adherence to all security standards and protocols.5) Verifier for media placement and destruction.6) Understanding of data center topology and deployment (Racks, TORS, cabling, etc.)7) Hands on experience with server troubleshooting and break-fix operation.8) Hands on experience with cabling and line tracing for network outages.

1) Acted as Lead Technician for all Break/Fix repair on all PC's (Desktop, Laptop Tablet, etc.), iPhone and Android devices, and Game Consoles2) Created and assigned work orders regarding troubleshooting problems for internal/external customers.3) Research, diagnostic testing, part identification and ordering parts in accordance to supply chain asset management.4) System Administrator for all local IT equipment and users.5) Documentation and logging for all root issues regarding both internal and external customers.

1) Engineer desktop builds and solutions for their Call Center and Distribution Center, including management duties for East Coast regional supervisor.2) Create and assigns work orders and troubleshoot problems for internal and external customers via telephone, e- mail, or on-site assistance including a 24-hour pager rotation.3) Answer helpdesk phones and provides support in identifying, prioritizing and resolving systems problems for all aspects of information technology including personal computers, telecommunications equipment, and networking.4) Initiate problem escalation and ensures problem resolution by tracking and reviewing all completed/returned escalated requests.5) Document helpdesk calls and solutions, and coordinates with department staff to develop and maintain standardized and consistent procedures.6) Support computer and phone moves by assisting telecommunications installations and maintenance, and prepares related documentation.7) Perform systems administration by assisting with end user account updates including adding/deleting users, electronic-mail addresses and monitoring systems space.8) Sets-up and installs new software and hardware for new employees or departmental moves.9) Perform basic troubleshooting and coordinate maintenance and repair with vendors according to established service schedules and agreements.10) Interface with other departments to establish procedures, improve work flow and update information as needed to improve the efficiency and effectiveness of the help desk.

1) Team Lead providing end-user support throughout email and server migration process including migrating desktops, printer queue mapping, email and application setup and break-fix.2) Team Lead for environment builds conversion/migration and account creation for 65K plus user environment from Novell to AD, including Process Implementation, Training and Documentation for pre/post-merger for desktop solutions pertaining to IT-Risk and SOX compliance.3) Team Lead for a newly formed group to provide desktop engineering solutions, data-mine information for process documentation, consult with other IT groups to determine system interoperability and project scope, and perform other duties as assigned.4) System Administrator\Windows Desktop Engineer in charge of access and engineering solutions for 65K plus users in AD environment including Citrix set-up.5) Worked with Tier 1 and 2 agents to resolve access level call resolutions, and handle call escalations.6) Provided remote support and policy updates via RDC and MS SMS.7) Created process documentation and technical writing.8) Performed systems administration by assisting with end user account updates including adding/deleting users, security and risk auditing, email addresses and monitoring systems space.9) Interfaced with other departments to establish procedures, improve work flow and update information as needed to improve quality control and audit compliance.10) Implemented WYSE Terminal thin clients for shared resources among production lines to establish environmental control and system availability within a multiple building array.