• Design custom educational videos for Real Estate business client.• Specialize in creating advertisement, awareness and promotional videos • Create custom special occasion videos for clients using motion graphics. • Able to use 2-D/3-D animation characters with visual effects and virtual cameras • Understanding of animated typography to create stunning visual interest.

• Designed and implemented training programs and documentation for Global IT Support Teams and network engineers, optimizing service delivery through ITIL-aligned processes.• Reported directly to the HPE Pointnext Director on high-visibility remediation projects, collaborating with AT&T technical leadership to ensure SLA compliance and operational efficiency.• Conducted training sessions, onboarding programs, and Train-the-Trainer workshops, leveraging ADDIE methodologies and the Technical Competency Index (TCI) to address skill gaps and enhance team performance.• Improved response times by 25% through ITIL-based incident management strategies and collaborated with the BPA Team to streamline processes and author SharePoint content.• Trained on ServiceNow for customer onboarding, service requests, incident tracking, and change management, preparing teams for new workflows and process integration.• Established a Training Advisory Board (TAB) and elected member of the Case Review Board to foster team collaboration, provide QA feedback, and improve customer service outcomes.• Delivered QA insights through Qfiniti call reviews and partnered with client support teams to coach engineers on troubleshooting best practices.• Trained on ServiceNow for customer onboarding and incident tracking, preparing teams for seamless workflow integration.

• Provide Tier 2 support for wireless Aruba network clients utilizing HPE IMC and Airwaves, Aruba Activate Server and ClearPass and Cloud-based solutions on Aruba Central.• Assist Field engineers with install issues and remote switch management via CLI HP Procurve switch commands• Specialize in routing and switching networking standards troubleshooting wireless and LAN connected devices• Verify proper VLAN and configurations on HP switches for POS device connectivity issues • Conducted performance analysis using network monitoring dashboards and system logs to identify and address bottlenecks, ensuring compliance with SLA benchmarks.• Implemented ITIL-aligned service management practices, contributing to incident tracking, root cause analysis, and continuous improvement of network operations.• Collaborated with cross-functional teams to assess key performance indicators (KPIs), presenting actionable insights to improve service delivery and optimize network efficiency.• Conducted client-level diagnostics on Aruba WLANs using command-line tools and GUI interfaces to troubleshoot signal strength, connectivity, and performance issues.• Identified and resolved authentication, signal-to-noise ratio (SNR), and interference issues, ensuring seamless client connectivity and network performance.• Technical resource for escalation bridge calls by analyzing logs and troubleshooting performance issues, ensuring timely resolution in alignment with ITIL problem management processes.• Clearly articulate, recommend, and explain resolutions to clients• Create and document Action plans in Salesforce for escalations and triage for network related cases for root cause analysis and resolutions

Assisted migration team to support users from Lotus Notes to MS Office 365Troubleshoot and triage network and MS exchange server outage issuesProvided software support for how to questions Office 365 install issues Analyze Office 365 license issues based on install errorsConfigured Outlook profile and email preferences Setup Skype for Business accounts and preferencesResearched issues with Office 365 and provided team support for triage and resolutions via group chat Supported VPN/RAS token users for pin rets and synchronization for VPN remote accessResolved Windows workstation issues using Bomgar Remote tool

• Support engineer for Managed Service Provider servicing over 100 companies• Onboard and off board Windows and Office 365 users from generated email request forms• Ensured proper Office 365 installation and software downloads according to licenses • Attention to detail for ensuring point of contact emailed credentials for Office 365 users• Provide VoIP Synergy support based on service level agreements• Enter time entries and billable work within ConnectWise • Support for medical facilities to access web portal applications and RDP accessed programs• Create and manage Windows profiles and Exchange accounts • Configured on premises Outlook profiles and Outlook email preferences • Managed hybrid Office 365 clients with passwords synch issues • Added Office365 group mailboxes and handled rights management• Used Office 365 Admin Center Service Health for current issues and planned maintenance• Confer with team for root cause analysis troubleshooting network issues • Create VPN accounts on routers via Putty emulator • Troubleshoot wireless connectivity for remote users• Web GUI into firewalls for network troubleshooting

• Managed onboarding and training team of reps for an eco-friendly golf ball manufacturing company • Request and manage inventory distribution for reps for charity golf events • Trained reps to conduct challenges for tournaments • Booked events and joined committee conference calls to interpret our charitable services• Served as lead brand ambassador for specific territory • Rallied support from local business to provide charitable gifts and contributions for charity • Liaison between the company and tournament organizers • Addressed issues and questions on our sponsorship model • Updated database for accuracy for event details for reps to conduct business

• Transitioned from electrical team to technical support department • Provided system administration for user access to proprietary applications • Handled rights issues within proprietary Builder Assistant program for help desk support users • Desk side support troubleshooting software and hardware issues working on personal laptops. • Supported Wi-Fi and Office 365 users of BYOD personal laptop systems, notebooks, and tablets

• Distributor for health and wellness products• Conducted sales presentations for interested customers and distributors in down line • Provided training for hosting presentations and product knowledge • Held meetings and luncheons for team building and business development• Independent Inside sales rep for various companies

• Led night-shift service desk operations, providing technical support for enterprise end users and troubleshooting LAN/WAN connectivity issues to ensure 24/7 operational continuity.• Supported international end users with VPN connectivity, web browser configurations for intranet/internet access, and access to web-based training tools.• Served as a liaison between management and specialists, addressing training-related concerns and ensuring effective issue resolution.• Selected by management as a backup Operations Analyst for the Situation Desk, with responsibilities including, initiating and leading Sev1 conference calls for critical incidents and coordinating escalation protocols and paging procedures for high-severity issues.• Monitored and analyzed daily performance reports and metrics, assisting management in maintaining SLA compliance and identifying areas for improvement.• Utilized remote access tools to resolve workstation issues efficiently, contributing to high first-call resolution rates.• Participated in Disaster Recovery drills, ensuring compliance with recovery protocols and readiness for system outages.

Hired to assist team in the implementation process to establish a new world class help desk.Assisted in the scripting for help files within the knowledge base for support teams.Promoted to 2nd level support for offshift to provide Windows system administration supportProvided VPN user support administration for accounts and token synchronization issuesResponsible for troubleshooting and admin of network printer issues Utilized Remote desktop tools for workstation installations and software support

GE Capital- ITS Responsible for managing queue for unresolved issues. Researched open tickets for resolutionsAssisted to enhance process for ownership of tickets and conferring with team lead on 1st call resolution improvement for specialists.Supported MS Office users for complex how to questions. Provided support for end users on Win95 workstationsWindows password resets UNIX print queue administrationCreated GE Extend Pal95 accounts and assisted remote users to connect