• Perform remote service monitoring and management of client environments using Datto Backup portal, VSA / RMM platform.• Develop and update client-specific procedures for computer setup, troubleshooting, and hardware replacements: hard drives, power supplies, RAM, and etc.• Create and update documentation database of client's technology assets and site diagram for internal use - provides a helpful point-of-reference and allows many issues to be solved without traveling on-site.• Assisted clients on-site with various configuration tasks, such as deploying new PCs, joining computers to the local domain, updating centralized server-hosted apps, and migrating environments to a SharePoint / OneDrive /Office365 cloud-based solution.• Execute automation process, onboarding, and program updates of new users, as well as using Active Directory to set up users and permissions.• Write documentation for clients, e.g., Meraki Cisco, to guide and walkthrough various recommended software.• Report and respond to user service requests and expediently resolve trouble through various ticketing systems.

• Provide top-notch and consistent customer service satisfaction to both external and internal customers.• Organize staff daily, provide training, and ensure all daily goals are being met within a proper timely schedule.• Operate Western Union and successfully meet the company monthly audit goals by resolving all accounting loops.

• Increased 100% website traffic by developing proper UI/UX and executing performance test scripts.• Managed client accounts and afforded a 92% success rate on technical support requests.• Implemented strategies for the executive leadership in areas for growth which doubled team engagement.• Presented business analyses, leading to actionable operation insights and increased e-commerce sales by 40%.