Key Accountabilities and AchievementsHelpdesk Management:Monitored and maintained the helpdesk, providing comprehensive onsite and remote support to 300+ employees in the US and over 30 cities worldwide.System Administration:License management (communication, survey, inventory, updates, timely coordination of renewal)Maintenance agreement management (communication, timely coordination of renewal)Vendor engagement and coordination (inquiries, quotes, and renewals) Procurement… Show more Key Accountabilities and AchievementsHelpdesk Management:Monitored and maintained the helpdesk, providing comprehensive onsite and remote support to 300+ employees in the US and over 30 cities worldwide.System Administration:License management (communication, survey, inventory, updates, timely coordination of renewal)Maintenance agreement management (communication, timely coordination of renewal)Vendor engagement and coordination (inquiries, quotes, and renewals) Procurement (purchasing, purchase order request, receiving, inventory, returns)Communication (projects, service)s with customers, peers, and vendors)Onboarding of new staff (communication, managing checklist itemsSecurity Initiatives:Enabled MFA and Single Sign-On (SSO) for, internal and external applications adding an extra layer of authentication beyond just passwords to enhance access security. Conducted risk assessments to identify vulnerabilities and potential security risks associated with IT backup critical data and ensure that recovery processes are in place to mitigate data loss in case of an incident.Team Leadership:Led a team of I.T. support technicians, offering high-level support for the company's US and global markets, addressing hardware, software, and networking issues.Process Improvement:Implemented standardized processes and procedures that significantly enhanced efficiency in onboarding/offboarding, system access, and hardware provisioning. Created comprehensive documentation and matrix sheets to optimize processes, providing a transparent overview of access requirements for each department, thereby reducing requests to the helpdesk. Implemented an efficient licensing strategy that cut annual budget line item by 50%, significantly reducing the company's annual software licensing expenses.Asset / Access Management: processing requests, provisioning assets/access, managing capacity, inventory, and reporting) Show less

I.T Management:Accountable for efficient management of the program's I.T infrastructure, maintenance, troubleshooting, and implementing new technologies.Monitored and updated the custom-built FileMaker server for the parent portal.Technical Support:Diagnosed and resolved day-to-day technical issues, ensuring the effective operation of computers, software, phones, printers, and networks.Supervisory Responsibilities:Oversaw operations at five sites, ensuring… Show more I.T Management:Accountable for efficient management of the program's I.T infrastructure, maintenance, troubleshooting, and implementing new technologies.Monitored and updated the custom-built FileMaker server for the parent portal.Technical Support:Diagnosed and resolved day-to-day technical issues, ensuring the effective operation of computers, software, phones, printers, and networks.Supervisory Responsibilities:Oversaw operations at five sites, ensuring monthly goals and benchmarks were achieved.Curriculum Development: Responsible for developing STEM curriculum, aligning with educational goals, and enhancing the Show less

Technical Expertise:Serve as a subject matter expert on Bose audio products, providing in-depth technical knowledge to internal teams, customers, and partners.Collaborate with cross-functional teams to address technical challenges and find solutions that enhance product performance.Customer Support and Training:Provide technical support to customers, retailers, and internal staff, addressing inquiries related to Bose products.Develop and conduct training programs to… Show more Technical Expertise:Serve as a subject matter expert on Bose audio products, providing in-depth technical knowledge to internal teams, customers, and partners.Collaborate with cross-functional teams to address technical challenges and find solutions that enhance product performance.Customer Support and Training:Provide technical support to customers, retailers, and internal staff, addressing inquiries related to Bose products.Develop and conduct training programs to educate customer support teams on the technical aspects of Bose products.Regulatory Compliance:Stayed informed about industry regulations and standards, ensuring that Bose products comply with relevant requirements.Work with regulatory bodies to obtain certifications for new products. Show less

Bug Identification and Reporting:Conduct thorough testing of websites to identify and document bugs, glitches, and other issues.Create detailed bug reports, including steps to reproduce, screenshots, and other relevant information.Compatibility Testing:Test websites across different browsers, devices, and operating systems to ensure consistent functionality.User Experience Testing:Evaluate the overall user experience by testing navigation, usability, and… Show more Bug Identification and Reporting:Conduct thorough testing of websites to identify and document bugs, glitches, and other issues.Create detailed bug reports, including steps to reproduce, screenshots, and other relevant information.Compatibility Testing:Test websites across different browsers, devices, and operating systems to ensure consistent functionality.User Experience Testing:Evaluate the overall user experience by testing navigation, usability, and responsiveness.Provide feedback on user interface design and functionality. Show less