• Personally resolved 70% of tickets that users submitted via the Lansweeper ticketing system• Served as the primary point of contact between end users and the IT department• Assisted users both in person and remotely across 6 different sites in the US, Canada, and Europe• Troubleshot issues from desktop software including but not limited to the Microsoft Office Suite, Microsoft Teams, Solidworks, AutoCad, and eDrawings • Resolved user issues with additional IT hardware such as printers and tablets• Functioned as an administrator in our RingCentral phone system and resolved various issues users had• Acted as an administrator for the company’s Verizon account. Served as primary point of contact for any issues we had related to cell phones and purchased new devices for users as needed• Purchased, imaged, and deployed new hardware as needed in both our machine shop and office environments• Managed accounts for users in Active Directory by creating accounts for new employees, disabling the accounts of terminated employees, and adding or removing users from security groups to provide the appropriate network access• Performed a monthly test of our disaster recovery backups in the Microsoft Azure environment• Utilized the KnowBe4 security software to create phishing tests and user awareness training• Escalated issues outside of the scope of helpdesk to the appropriate IT team member• Interviewed, hired, and trained 4 co-ops from UC to assist with helpdesk duties• Functioned in a fast-paced environment and operated successfully with very little supervision

A 10 week class detailing how various IT networking and security systems functioned. Covered topics such as TCP/IP models, Simple Network Management Protocol, Malware Analysis, Network Authentication Systems, and more. The course concluded with the CompTIA Network+ and Security+ exams

• Utilized industry-related software for data-entry on items, descriptions, and other pertinent information on both Macs and Chrome OS machines• Performed tests to established specifications, including new technologies• Responded to program error messages by finding and correcting problems• Provided staff with assistance solving computer related problems, such as malfunctions and program problems• Received and evaluated approximately 100 estate items daily for history, condition, and value• Compiled, sorted, and verified the accuracy of data before it is entered• Utilized research and writing skills extensively for initial evaluation of items; developed a very clear and concise written description of each (some being rare and valuable) • Maintained a log of activity and completed work and ensured completed documents were stored in the appropriate location• Notified supervisor or computer maintenance technicians of equipment malfunctions and communicated across divisions with colleagues and team members to maximize potential value in each lot

• Maintained clean work area for easy access to equipment• Collaborated with other team members to provide excellent customer service• Communicated with customers to resolve complaints or ensure satisfaction• Served food to customers when waiters or waitresses need assistance• Checked to ensure that appropriate changes were made to resolve customers' problems