Create scripts for our support teams that automate regular troubleshooting steps to be deployed with an internal Web Bot for end-user self-supportPowerShell Script examples:- Clear user’s temp cache, SCCM Software packages and trigger Windows Cleanmgr for old Windows Updates and Driver installers- Map business-critical network drive locations- Target SCCM and Windows Software Center to install security patches that were missed during planned upgrades- Query Active Directory for Users and Computer access and membership information or apply access en masse- Automate various other Support Knowledge Articles that were previously manual steps

Coordinate Asset Management efforts for stockroom goals, asset management and to maintain a well regulated inventory and asset management process •Lead Big 3 Config Centers Project Management by coordinating the labor and hardware requirements •Lead Stockroom Rationalization initiative to reduce hardware stock outside of Config Centers, then identify and close unnecessary stockrooms to better facilitate a more accurate Asset Management Life Cycle•Managed Stockroom Security by coordinating with stakeholders to validate and update security processes around Stockrooms--Validating access, physical storage of assets, and Stockroom members•Lead a team of 4 Support Engineers, and often 3 Project Engineers•Automate support tasks with PowerShell and Python, as well as modify existing packages •Created a PowerShell app to pull machines from SCCM and reduce prep time to re-image devices•Successfully lead the local support team for migration from Microsoft Office to Google Suite for Enterprise•Manage $2.46MM of inventory (Daily count of about 2,000 machines)

Support Tier 2 and Tier 1 Deskside Support Engineers and PowerUp Support Walkup Bar TechXperts as well as customers with technical advice, informal and formal training. Manage escalations of complex issues and provide an avenue for collaboration between Tech Teams in the Plano Campus.•Manage a team of 4 Support Engineers•Support 6,000+ Users, and 8 buildings, in the Plano Campus•Support 2,300+ Desktop Computers from varying Lines of Business•Support 5,000+ Cisco IP Phones and Cisco Base Stations•Support 6,000+ Cubicles consisting of either desktop or laptop/docked users and Cisco IP Phones•Provide remote, as well as face to face, support for all onsite and remote users of the Plano Campus•Augment support for the PowerUp Support Walkup Bar, when staffing requirements were needed•Augment remote support for the Tampa, FL Deskside Support team, consisting of ~1,000 Desktop users•Recognized as the Subject Matter Expert for Mac OS and Linux/Unix support issues•Led a team of Support Engineers during our migration to Office 365, 6,000+ users, and provided support for failed upgrades as well as training users and Support Engineers on procedures and new features•Worked closely with many third party vendors to facilitate team moves, redeployments and network/electrical changes for the building infrastructure on campus•Spearheaded an IT Presence on the internal Stack Exchange to provide accurate and quality answers for technical and Self Service questions•Assisted with the RFP of new Hardware Vendors for Desktop and Laptop hardware and helped set company standards for future purchases•Oversaw the migration and replacements of the last Windows XP Machines to Windows 7 with zero impact to business•Led a Hardware and Asset Recovery initiative for the Plano campus, resulting in over 200 desktops, 300 monitors, 50 laptops and various other hardware being returned for either e-waste disposal or redeployment

- Leveraged React JS resources for all data access, encapsulating URL’s and standardizing data access interfaces- Maintaining Parent and Child elements by using State and Props in React JS- The Front End consisted of HTML5, CSS3, React JS, jQuery, and Reactstrap to build a single page web app that communicates with the back end via RESTful API- Responsible for implementing UI mockups, integrating third-party React libraries, and handling/creating Redux store data- The Back End consisted of Node JS, Express JS, MongoDB, and Mongoose, the complete MERN Stack to provide RESTful API- Integrated Facebook OAuth for user creation and management to preserve user submissions and settings in the app- Stayed ahead of the class material and studied on my own to better understand the material - Hosted weekly study groups with my cohort and was available on Slack outside of our scheduled meeting times

Support Tier 1 Support Desk Analysts and customers with technical advice and informal training. Analyze complex software and hardware issues at the Tier 2 Support Desk level. Install, repair, and relocate network equipment. Document technical issues, solutions, and support information. Configure and deploy Cisco IP Phones. Monitor, collect and re-assign IT assets. •Led the successful migration for over 400 remote users from Windows XP to Windows 7 with minimal interruption to business. •Increased provisioning productivity by over 200% with streamlined procedures that reduced shipping time from 3 hours to 40 minutes and increased shipped laptops from 1- 3 to 8-10 per day.•Assumed oversight of Android tablet provisioning for 3,200 tablet users and single handedly issued an average of 10-15 tablets a day, up from the previous average 6 per day.•Trained and supervise contractor tasked with building and shipping laptops.•Deployed hardware to over 3,000-laptop users. Created, managed, and updated images with Ghost, then deployed during the provisioning stage with Altiris.•Facilitated the tracking of incoming and outgoing hardware with the creation of multiple SharePoint sub sites.•Built a strong customer service focus into the Support Desk Standard Operating Procedures as a member of team tasked with the design and creation of updated SOPs.•Enforce adherence to all applicable legal requirements, standards, policies and procedures including the Compliance Program’s Code of Conduct, HIPAA, and established Documentation Standards.

Contract to Hire for AccentCare

Evaluated and diagnosed hardware and software issues. Addressed requests for warranty repair or replacement. Outlined departmental financial status in weekly video conferences. •Improved diagnostics through restructured procedures and trained several new technicians leading to significant improvements in productivity.

•Provided technical support for Headquarters and large Fire Teams.•Analyzed topographical information and calculated incoming fire trajectory .•Plotted all friendly and enemy fire on local maps to report to higher command.