Created user accounts and security groups in Active Directory. Created/administered user accounts and Exchange accounts in Microsoft Office 365 Admin. Installed software, laptops, desktops, printers, scanners. Added user devices to Meraki Firewall. Verizon Mobile account admin, ordered company smart phones, and set up per company guidelines. Setup accounts for GoToMeeting and trained users on it, same for WebEx.

• Use Citrix systems console, and Session Manager/Connection Manager to troubleshoot/resolve Citrix issues, and VDI VM’s with VMware VSphere Client.• Author CA Service Desk KnowledgeBase documents that educates other CSS Helpdesk personnel, as well as the common user, on procedures for many applications and devices.• Work /collaborate with other departments on projects to create / update documentation.• Improved to one of the highest FCR (First Call Resolution) scores (high 90’s) in the department, and kept it there.• Provide full service phone support, as well as performed CSS Live Chat (click to chat), extremely well, and in short time had most users working again.• Co-created and designed the CSS Service Desk SharePoint website, and maintained it for the department as the SharePoint Administrator, both internal and external facing sites.• Keeping a high customer service ticket survey score, majority being 5.0 out of 5.0.• Became go-to person for matters of SharePoint, Microsoft Excel, Word, PowerPoint, Skype, Outlook / Windows, Internet Explorer, WAH connection issues, and Blackberry UEM (Blackberry Work) phone support.• Was chosen to pioneer the departments work at home project, years before it was common place, which became a great success.

• Installed Novell and Windows Server Networks, and troubleshot issues with them.• Worked at onsite contracts for JCPS (Louisville, KY), Humana Inc., HMHSCHAMP (Humana Government Business), Great Financial Bank, Bank of Louisville, Vencor Inc., Clark Memorial Hospital, Jewish Hospital, Norton Healthcare, and many other prestigious companies where I performed and network installs and repairs, computer system/printer repairs/rollouts, and provided help desk coverage.• Was contracted to Humana for many years for many different projects; Tier II/III Desktop Support IT (hardware/software hands on install and repair), and Humana Web Security before getting hired by Humana for the CSS Help Desk/Service Desk.• Was the Apple / Macintosh repair expert for many years.Was the Apple - Macintosh expert for repairs and troubleshooting.• Was contracted to Humana for many years for many different projects; DSI/EUT department (hardware/software hands on install and repair) and Humana Web Security before getting hired by Humana for the CSS Helpdesk.