It

• Mar 2023 - Present

IT Service Operations Administrator II

• Feb 2014 - May 2022

Successfully migrated the company from ‘work at the office’ to 100% ‘work at home’, in less than 1 week, then migrated over 2000+ users from multiple platforms into Microsoft Intune. Set up automation to allow custom software installations for all users, without requiring IT assistance. End-user support includes but is not limited to intermediate and complex support issues/tickets and the deployment of new and upgraded applications and hardware.Ensures that desktop-based software licensing is kept current, that hardware is covered by appropriate maintenance agreements, and that any aspects of the IT Security Policy that have specific applicability to the End User Technologies are conformed with.Support including but not limited to Tier 2 end-user support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end-user supportProven abilities in PC configuration and troubleshooting including desktop operating systems and common applications.Assist with SOX and other required company mandates.Responsible for executing hardware, application, and software upgrade/patch roll-out plansResponsible for meeting the key performance metrics within areas of responsibilityResponsible for logging issue information in the ticketing system in accordance with IT standardsStays current on emerging technologies and industry changesStrong troubleshooting skillsStrong desktop operating system/printer configuration, and problem-solving/troubleshooting skillsExperience supporting current and recent versions of Mac, Windows OS, and current Linux desktop distros.Experience supporting current and recent versions of Microsoft Office, common Linux desktop apps including Open Office and Thunderbird, Enterprise level anti-virus and VPN solutionsExperience supporting end users in Active Directory and OpenLDAP environments including account management and permissions Show less

Senior Billing Specialist

• Oct 2011 - Feb 2014

Responsible for end of line support for all billing related issues. Assisted all lower level employees with billing questions.Assisted with creating new policies and procedures.Responsible for training new employees in the department.

Billing Quality Assurance Analyst

• Mar 2013 - Jul 2013

Responsible for ensuring all employees in the Billing department were always completing work to company standards. Responsible for creating monthly reports that would state in great detail where our billing department was and where they were going in terms of customers helped per hour, morale, training etc.Completely rebuilt the billing training for all new employees to ensure a smoother and much faster transition into the Billing department.

Billing Specialist

• Jan 2011 - Sep 2011

Responsible for assisting customers, with billing related inquiries. Assisted front end support with billing questions.

Technical Support Engineer

• Sep 2010 - Dec 2010

Front line support via live chat and telephones.Troubleshoot a variety of technical and non-technical issues customers have with their web hosting plans and services.Provided technical support for level one escalation issues via helpdesk.Performed miscellaneous job-related duties as assigned. Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from supervisors and senior colleagues.Outstanding customer service skills and a dedication to the customer service experience.Dependable to be at work and to complete work as expected.Knowledge of FTP, DNS, cPanel and WHMAbility to multitaskExperience with documenting procedures.Ability to troubleshoot basic web hosting and technical procedures as needed. Show less