• Provide comprehensive support for an office with 70 employees and a global corporation with 2,000+ users. • Lead in the training and support for a wide range of applications and hardware mostly in a Microsoft Windows 7 & 10 environment with some Mac OS. • Accurately track all issues via ServiceDesk, ensuring the timely resolution of problems.• Set-up new users in Exchange, Active Director including SG roles, created distribution lists, shared mailboxes and mail contacts. • Build new desktop and laptop hardware including new OS installs, perform BIOS updates, lead updates and patching and install both proprietary and commercial software, testing and training. • Manage office hardware inventory including laptops, monitors, printers, Avaya phones and door tokens. • Correctly troubleshoot server and workstation issues via RDP and local and remote issues with GoToAssist and Desktop Central.• Manage MobilePass and RSA token systems and set up VPN using Cisco AnyConnect. Notable achievements while in the position have included:- Successfully reduced response time from 24-hours to immediate resolution while keeping the end-user updated and escalating issues as needed.

• Served as a key member of a team that launched a brand-new Managed Services (SaaS) operation, including developing a video review process, developing behavior definitions and building reports.• Added valued input while setting up a number of departments including technical support, customer service, quality assurance, reporting and analytics. • Worked in collaboration with the Technical Support, Engineering and Program Management teams to develop both a short and long-term hardware/software roadmap based on internal bandwidth, client needs and internal requests. • Recognized as the main point of contact for large enterprise clients including Greyhound, New Jersey Transit and San Francisco MTA, working in collaboration with client executive teams to understand goals and program rules to ensure the expected return on investment (ROI) and continue monthly subscriptions. • Traveled to client locations globally including France, England and Canada in addition to the U.S., delivering presentations, program status reviews and on-site training.Notable achievements while in the position have included:- Increased the number of subscriptions from 0 to 300,000 while in the position.- Selected business partners for outsourcing 24/7 tech support and event review, including traveling to 3 separate locations nationwide and interviews operations gain an understanding of their operations to select the best partners.- Successfully opened a partner office in Paris for a short-term base of operations to help understand potential European strategy. - Served as a senior member of the team, responsible for the interviewing and selection of new candidates, training on systems and corporate strategy.- Recognized as the "go-to" individual for a wide range of issues for team members and other departments.

• Utilized high levels of attention to detail to correctly enter data regarding new contracts for resort timeshare companies, making modifications to payment and contracts as needed.• Maintained open lines of communication with client resorts via both email and phone.