Responsible for the service delivery for a 14-member Field Service Team supporting over 6,000 end users in the Milwaukee, Brookfield, West Allis and Oshkosh locations in accordance with established SLAs. - Work collaboratively with other support teams to ensure a high level of customer satisfaction and focus on building positive client relationships - Primary point of contact for escalation tickets - Manage onsite technicians in accordance with Service Level Agreements - Coordinate with vendors, additional technical contacts, end-users on expectations, availability, and readiness on issue resolution

Rent Polaris off road vehicles to seasonal tourists in western Montana Flathead Lake area near Glacier National Park. Responsible for all operational duties which included: Finances, marketing, coordination of rental schedules, vehicle purchasing\maintenance, vehicle transport and customer orientation at offroad trailheads. - Repair and ongoing daily vehicle maintenance performed to include shuttling vehicles to and from the Polaris dealer when repairs were needed - Performed all financial bookkeeping activities from rental charging, managing bank account and credit card reconciliation for quarterly/year end tax accountability. Managed profits of $30K in first year of operation. - Managed all aspects of the business online presence to include: Domain, website, marketing and social media activities including Google Ads, Wordpress, Office 365, Adobe.

Responsible for supporting the CyberArk environment to include vaulting applications by following established process and procedures, working with application connectors, troubleshooting access problems, creating new safes/platforms, running DNA (Discover and Audit) scans and helping standup the PTA (Privileged Threat Analytics) environment. - Received and analyzed new security patches through support meetings to understand the need and impact of implementing them - Managed, maintained and documented weekly, monthly, quarterly and annual audit compliance requests to meet internal compliance measures - Assisted in performing CyberArk system upgrades following a detailed system functionality checklist before and after to verify a successful implementation - Represented the CyberArk platform during weekly change meetings by submitting change requests and then implementing them - Processed Duo Mobile access requests and supported existing accounts that access CyberArk

Responsible for processing Air Care and Home Storage work requests involving new formula reviews, placement tests, versioning requests, and validity additions using established processes and procedures. Project Management work is performed when assigning tasks to clear specific formulas to meet production deadlines.- Managing the SharePoint redesign project plan by working with a team in planning and scoping the new SharePoint site design, development, and implementation of a replacement for an existing site- Working on the Work Request System Replacement project to understand limitations of an in-house built system, stabilize it, and implement a new solution to allow efficient and accountable work processing- Provide hardware and software support to local Global Safety and Regulatory personnel

Responsible for the management and service delivery of four managed outsource agreements. Directed the overall service strategy to ensure service level agreements and team metrics were met on time and on budget. Trained and onboarded new technical support team members. Reallocated staff to fill project needsTechnical Support Desk - Researched, tested, and developed standardized processes/procedures for the 1st level help desk - Managed a team of 9 that processed more than 70,000 requests annually including: password resets, software/printer installations, application support, and network outages - Exceeded established Service Level Agreement support levelsLocal Technical Support - Actively managed team of 12 analysts that processed more than 13,000 requests annually including: image testing, reimaging workstations, hardware replacement, application support, 3rd tier software installations, - Collaborated with consultants, vendors, cross-functional teams, and regional personnel resources - Exceeded established Service Level Agreement support levels the entire time managing team - Managed the yearly summer computer refresh team of 9 – 11 people replacing up to 1000 computers in 5 locations IT Asset Management - Responsible for hardware assets/software licensing globally with a 99% inventory accuracy while managing over 14,000 serialized assets\ Securely disposed hard drives using a DOD 3 pass wipe - Used SCCM to deploy software and recover software licenses/hardware recovered from offboarded people - Recovered hardware equipment that was no longer needed and securely expired or termedIdentity Access Management - Led and directed a team of 3 that provided support for Global User ID creation, access provisioning, and other resource allocation requests while exceeding their established SLAs for over four years

Responsible for managing the onsite second level technical support team regarding workflow prioritization, project management, incident escalation and day-to-day activities to meet service level requirements.Team Management - Deployed Windows Security patches via WSUS- Performed malware and virus removal on a regular basis- Blackberry Exchange Server (BES) Admin- Prioritized team support incidents daily to manage customer needs- Developed a master image for 14 different model laptops

Accountable for providing second level technical support to clients. General support roles included the setup, configuration, and troubleshooting of desktops / laptops, assisting with image development, supporting mobile devices and performing patch pushes using WSUS, Closed an average of 175 tickets per month (onsite at Miller Brewing Company).• WSUS• BES• Blackberry\​Wireless Card• Executive / Officer Support

Responsible for providing technical support at S.C. Johnson and Son, Inc., Racine, Wisconsin. Key responsibilities included troubleshooting hardware and software running Windows XP and various versions of Microsoft Office and in-house applications.

Provided hardware and software support for backend computers using Novell and Windows operating systems.

Provided 1st level help desk support to clients calling in from North America locations

Worked on an in house developed insurance application coding in Basic.

Protected lives and property on Army installations by enforcing military laws and regulations, as well as controlling traffic, preventing crime, and responding to emergencies