-Defining and refining standard operating procedures for technical support-Summarizing tickets opened, closed, remining, time spent, response time, etc. for client weekly reports-Identifying ways to add value for the client with processes/procedures, and system enhancements-Defined drills for support team to enhance teams technical abilities-Responsible for knowledge repositories and runbooks-Responsible for incident management and reporting-Responsible and accountable for managing the client/contract engagement including scope, resources, communication, schedule, cost/budget, risk, and quality-Developed client required KPI's-Management onshore and offshore technical support personnel-Continually update stakeholders and other executive teams on project progress-Interacted across business units to ensure customer satisfaction

-Provided leadership in creating bridge calls for client and teams when high severity cases arise-Provided detailed documentation on high severity cases-Provided teams with necessary tools to be successful for supporting clients-Provided weekly/monthly/quarterly reports on support cases to client-Provided possible solutions and documentation to optimize and automate support processes-Managed current VMware Horizon desktop infrastructure working with 8.4 agent and client-Managed migration from Windows 10 v1803 to Windows 10 v20H2 where the users profiles were switching managing software. Went from ProfileUnity to FSLogix-Deployed new testing pool for 3rd party software which allowed software group to test their application before deployment to production-Deploy Group Policies to ensure automated and correct configuration of users' environment / software-Deployment of custom PowerShell script with PowerCLI and in communications with vSphere-Worked with clients and their software teams to provide support when moving from Windows 10 1803 to Windows 10 20H2. Software includes the following: JDA, SAP, IBP and some other custom applications-Assisted with building virtual applications in flexapp application and deployment of those applications to users in their environments.-Maintained the roll out scheduling for overall project of migration and software updates.-Supported Azure tenant deployment for new client with the roll out of Azure intune, Azure AD, Teams, Sharepoint, Onedrive, and Microsoft 365-Troubleshoot and fix issues with Windows 10 and Windows 11 desktop environment

-Resolved issue with updating VMware Horizon from 7.5 to 7.13-Managed deployment, snapshots, and updates of golden images from vSphere to VMware Horizon 7.13-Use of Service desk to solve troubleshooting tickets. -Volunteered help from Service desk to Service-Now for troubleshooting tickets.-Resolved issues with Citrix looking for local machine name while computer is running in Virtual Desktop Infrastructure. This included running powershell scripts for reading and writing registry values for Citrix.-Troubleshooting issues with Citrix Workspace and desktop apps. -Troubleshooting connectivity issues between EPIC and Citrix-Deployment and management of Dynamic Environment Manager (DEM) which controls the user environment while using VMware Horizon (VDI)-Local group policy management of VDIs -End user support of all applications, (i.e. Service Now, Windows 10, Windows 7, Citrix, Microsoft Office suite, Zoom, and VMware Horizon Client) and equipment.-Surplus inventory of old outdated equipment

-Started as help desk for office personnel and marine vessels of up to 200 end users.-Managed local domain, active directory, and Microsoft 365 account.-Managed offsite backups.-Developed zoho code to track vessels using Rose Point ECS and AIS-Developed zoho forms for getting Navigation Assessments from each vessel which would ping weather stations based on the vessels current GPS coordinates.-Developed batch file to run scripts in windows to get vessels GPS coordinates.-Managed transition from 65 vessels to 24 vessels.-Took over managing DirecTV account, AT&T account, and other IT accounts.-Reverse engineered Zoho code developed by previous consultant to develop new boat logging, boat billing, and payroll information.-Developed new reports for Netsuite software based on requests of executives.-Managed importing budget into Netsuite through excel templates.-Transition from Zoho software to Tow Works software to control operations of our company.-Developed new reports through Tow Works code for managers and executives.-Developed queue trees in Mikrotik routers to help with bandwidth hogs.-Ran payroll through Netsuite through a number of scripts in Netsuite.-Transitioned payroll and paystubs from Zoho to be created through Netsuite.-Transitioned all domain computers from Windows 7 to Windows 10-Ran training for users to help prevent email phishing scams and other security issues.-Developed disaster recovery plans.-Developed IT policies and procedures for a secure local domain-Passed through many years of IT audits

-Rolled out new computer hardware and software for a growing shipbuilding company. -Set up local network connection through RJ45 and fiber through the shipyard. -Set up local domain in VMWare running server 2008 R2 and server roles as file storage, Active Directory, DHCP, and group policy settings. -Installed and roll out Microsoft ERP server. -Develop bar code scanning of inventory items which could be tracked by warehouse/logistics to be later used in Microsoft ERP software. -Help desk support for over 150 computers and servers.

-Researched and translated Zigbee API into SQL server for monitoring application.-Scripted functions in developing handheld application on Palm OS.-Network administration and helpdesk support for 2 clients with 200+ employees.