- Create and manage team performance metrics and goals- Oversee dispatching of tickets and field service requests- Implement escalation procedures and priority assignment- Refine and track ticket budgets, types, and efficiencies- Created and organized new internal technical documentation system in Sharepoint online- Train and mentor technicians in their roles to achieve excellence in job responsibilities and customer service- Ensure timely resolution of escalation tickets and meeting service level agreements- Collaborate between departments to help train using process and procedures- Promote teamwork and cooperative efforts- Coordinate with projects team on the latest project changes, client headlines, and disperse updates to the rest of the staff and update documentation

• Project Manager for sold technical project deployments for small to medium size companies• Conducted Microsoft 365 migrations for email, OneDrive and SharePoint• Configured and deployed security policies in Microsoft 365 – Conditional Access Policies, Azure AD Policies• Configured and deployed Windows Servers to replace or upgrade infrastructure• Performed VMware deployments or migrations for new or existing VMs• Created and produced company-wide technical training courses and exams for improving competency and employee onboarding for help desk staff• Created and produced client end-user training videos for new systems and deployments to ease introductions to new systems• Designed and maintained internal technical documentation for Knowledge Base articles and Deployment Standards for the company

• Provided end-user desktop support for wide variety of business-systems across thousands of endpoints• Continuously received positive feedback from clients for providing both excellent customer service as well as resolving technical issues in a timely fashion• Consistent high performance reviews for ticket resolution times and advancement in technical skills and taking advantage of growth opportunities

• Established and maintained excellent customer service in-person and via phone• Created and established materials workflow process for clients to order medical equipment• Conducted sales and education seminars to clients

Arabic Cryptologic Language Analyst