• Assisted in consolidating multiple platforms across 9+ subsidiaries:o Docusign, Google Workspace, Zoom, Slack• Migrated many applications from Okta to Azure AD.• Assisted in migration from Solarwinds to Jira Service Management.• Engineered and Implemented Workday integration with AD/AzureAD alongside the HRIS team.• Reconfigured MDM platforms from the ground up, Jamf Pro and Intune. Reengineered Zero-touch deployment for Mac and PC devices. • Implemented, configured, and upgraded systems and applications (e.g., Windows, macOS, various applications). Support of existing operating systems (Windows 10, macOS).• Identified gaps and proposed solutions to increase efficiency and effectiveness. (e.g., performing user audits for licensing across multiple applications and platforms).• Wrote knowledge base articles, and how-to guides in Confluence to supplement the IT helpdesk in JSM (Jira Service Management). • Re-engineered the onboarding/offboarding process to make it more efficient and thorough from an IT perspective (Identity and Device management). Leveraged Workday integration to automate the onboarding process.• SSO deployments: Crowdstrike, Bswift, Docusign, Atlassian Cloud, Engagedly, Miro, Navan, Perimeter 81, Slack, Wizer, Workday, and Greenhouse.• Systems/Applications: AzureAD, Google Workspace, MS O365, AWS, Atlassian Products (Jira, JSM, Confluence, Bitbucket), Zoom, Adobe Pro, Slack, Solarwinds, Wizer, Okta, Crowdstrike, Mimecast, Perimeter 81, Docusign, Greenhouse, Dropbox and Fusion Connect.

•Planned, analyzed, designed, documented, implemented, tested, and maintained business applications. (e.g., AzureAD SSO, JAMF Pro, Sophos Endpoint Protection, Sophos Phishing, Sophos Email Gateway, CyberArk Endpoint Protection Manager, CyberArk Privileged Access Security, Quest on Demand, Wizer Cybersecurity Training, Freshdesk, Atlassian Jira Service Management & Opsgenie, AT&T AlienVault Unified Security Management, MS Cloud Access Security Broker, Azure Virtual Desktop Infrastructure). •Implemented and maintained JAMF Pro for Apple device population. Engineered Zero-touch enrollment, created policies, and governed configuration profiles. Implemented and maintained Autopilot within Microsoft Intune for PC device population.•Implemented, configured, and upgraded systems and applications (e.g., Windows, macOS, iOS, various applications). Support of existing operating systems (Windows 10, macOS).•Identified gaps and propose solutions to increase efficiency and effectiveness. (e.g., Azure Cost Management, Verizon Phones Cost management)•Performed system backups and recovery procedures. Monitored and remedied vulnerabilities.•Wrote knowledge base articles, and how-to guides.•Assisted with SOC 2 Type II compliance audits as needed.•Functioned as subject matter expert (SME) for macOS management via JAMF Pro, as well as SME for InContact Telephony ACD system.•Administered InContact Telephony ACD system, including maintaining users, skills, campaigns, and softphone. Designed, created, tested, and maintained IVR call flows. •Assisted with onboarding/offboarding process through account provisioning automation.•Systems/Applications: AzureAD, Google Workspace, MS O365, inContact, Sisense Periscope/Fusion, Atlassian Jira, Zoom, Adobe Pro, Slack, Freshdesk, Wizer, Dropbox, Postman, NOSQL Booster, HEVO, Infobip, Okta, MobileIron, Docker Hub, Lucidchart, Palo Alto Global Protect, Sharefile, WebEx, Qualys, MS CASB, Hushmail, Hubspot, Visual Studio Code, and Powershell.

18 hour, 7-day operation, 1-3 Analyst/shift, 650-750 Agent call centers servicing AT&T Customers. Managing call center performance objectives, Agent and Colleague growth and development, and KPI support. ● Managed real-time monitoring of 6,100/shift call volume, achieving Line of Business SLA adherence compliance of 90% answer within 30 seconds ● Monitoring volume/labor demands, prompt resolution of staffing needs, achieving SLA metrics by soliciting staff overtime and adjusting Agent work schedules ● Reacted immediately; analyzing, solving, determining options and solution implementation during system or tool outages, not impacting Customer service performance ● Trained four Analysts; mentored and coached eight Analysts Team members ● Utilizing call handling statistics tool, provided workforce operational direction achieving (LOB) Line of Business SLA service level objectives ● Collaborated with Team Analysts and Supervisors on regular basis to share information, present trends, and recommend continuous improvements ● Prepared documentation of questionable and problematic service level trends, tools outages and network events for internal corrective actions resulting in improved and higher service levels

AT&T U-verse ● Team Squad Leader, mentoring and coaching Teammates, recommending process and quality improvements increasing Customer performance and Associate process understanding ● Achieved call center “Special Projects” notoriety for 20 months; average handle time exceptional performance, approving dispatches and running labs ● Utilized as trainer for new hire Associates, and handled supervisor escalation responsibilities● Proven relationship builder with unsurpassed interpersonal skills ● Results driven achiever with exemplary planning, organizational skills, and Customer focus

U-verse ● Provided customer service and technical support resolving AT&T member issues; including: internet connectivity (wireless and hardwired), TV, Email (Outlook / Outlook Express), Web mail and Voice over Internet protocol ● Quick learner, used analytical skills to promptly utilize training for Customer and Company benefit ● Offered 2Wire/Pace/ARRIS employment opportunity in May 2009