Service Desk Manager

• Oct 2022 - Present

Service Desk Engineer

• Nov 2021 - Oct 2022

• Implementation and management of endpoint imaging• Implementation and management of endpoint management systems• Endpoint system patching and system patch management• Corporate Application management• Group Policy creation and management• Windows Deployment Services implementation and management• Utilization of vSphere for VM creation, deployment, and golden image creation• Report creation for endpoint auditing• Spearheaded companywide Windows 11 upgrade process• Supporting multiple teams throughout our network and offshore processing centers

Systems Support Technician III

• Dec 2015 - Oct 2021

• Actively managing, prioritizing and resolving requests and incidents at 2nd and 3rd level IT Technical Support lines within the agreed operational policies and processes. • The support aspect of the role includes: PC Hardware & OS, Network (Patching or Diagnosing), and General User Inquiries. • Actively ordering hardware and managing orders through 3rd party vendors for over 30 offices in the United States. • Setting up, monitoring, and troubleshooting of audio-visual systems for company meetings, events, conference rooms, and guest speakers. • Supporting multiple teams through our network and offshore processing centers. • Communicating complex technical issues to business users in a language they can better understand. • Creating and maintaining a knowledge base through manuals and systems to ensure that knowledge transfer takes place within the internal IT support team. • The other aspect of the role is more administrative. This includes managing old assets, ensuring old hardware is returned, to recirculating, decommissioning, and recycling. Along with hardware, my role also requires application license management, and managing license renewals. • Ensuring delivery of customer service excellence at all times.

IT Specialist

• Apr 2015 - Oct 2015

Reported directly to Director of Information Technology. Provided Helpdesk Triage using JIRA ticketing system. Maintained Windows environment using Active Directory, Exchange, and Office 365. Supported internal customers including executive leadership, and individual contributors. Utilization, organization, and troubleshooting of Atlassian products including Confluence and HipChat. Creation and utilization of local device imaging for multiple models. Successfully managed multiple tasks simultaneously, while effectively prioritizing. Received management and peer recognition for providing a high level of customer service. Assisted in hardware specification and acquisition. Headlined implementation of Macintosh integration into AD. Partnered with HR and Recruiting to help drive culture initiatives and improve upon vendor partnerships.

Managed Services Support Engineer

• Mar 2014 - Apr 2015

Maintaining client environments using Active Directory, Exchange, and Office 365 Maintaining backups using Shadow Protect, Datto, and CharTec Vendor management of over 60 clients Utilization and organization of ConnectWise ticketing system. Troubleshooting Microsoft Office, Windows 7/8/8.1, Server 2003/2008/2012 Maintained highest ticket closure count, and lowest ticket closure time Maintaining client environments using Active Directory, Exchange, and Office 365 Maintaining backups using Shadow Protect, Datto, and CharTec Vendor management of over 60 clients Utilization and organization of ConnectWise ticketing system. Troubleshooting Microsoft Office, Windows 7/8/8.1, Server 2003/2008/2012 Maintained highest ticket closure count, and lowest ticket closure time

Microsoft CSE Desk Side Support Technician

• Apr 2012 - Mar 2014

Client and Site support for hardware, software, and network issues for Microsoft internal employees. Software focus on Microsoft Server 2008/20012, Windows 7/8/8.1, and Office. Ordering, installing, maintaining, logging, and returning of parts for desktop, laptop, and tablet computers. Network cable room troubleshoot and connection services. Utilization and organization of ITSM ticketing system. Client and Site support for hardware, software, and network issues for Microsoft internal employees. Software focus on Microsoft Server 2008/20012, Windows 7/8/8.1, and Office. Ordering, installing, maintaining, logging, and returning of parts for desktop, laptop, and tablet computers. Network cable room troubleshoot and connection services. Utilization and organization of ITSM ticketing system.