Windows 7 migration to Windows 10 Print Server model and driver upgrades on 2008 R2 to migrate and upgrade to Server 2012 R2 Assist in Software remediation of over 800 applications for Windows 10 migration Software UAT for packaging through SCCM Active Directory cleanup of user and computer accounts as well as group memberships Utilized ServiceNow to create, work assignments and track projects and issues Cleared all course requirements for OSCA clearances for Refinery access

Provided exceptional support to aid in increased client response rate, customer base and business technology. ? Successfully upgraded multiple companies from Windows 7/ 8.1 to Windows 10 through MDT and Powershell ? Upgraded Windows Server 2012 to 2016 and utilized Azure AD and Azure Backup ? Administered tenants through Intune management console to insure system uptime, performance and software was up to date ? Increased customer response time to minutes from hours by leadership techniques and additional toolsets ? Provided advanced support in small business client software installations and upgrades to aid in increased uptime and profitable gains ? Learned proprietary software and technical practices of small businesses from Property Management, Hedge funds, Financial institutions, Plastic surgery to Publications ? Supported all business technical issues to include: firewalls (untangle), servers, backups, telephony, mobile management, desktops, tablets, O365 account/ tenant managem

Tier II Support Supervisor During my 8 year term at Apria Healthcare I successfully led the Help Desk as their Supervisor and increased performance and standards by providing sound supervision, technical efficacy and creating policies and procedures. Subsequently, I was promoted to the Tier II Supervisor where I led a team to success by providing solid leadership, project management, time effectiveness and maintaining solid standards. Maintained 90% resolution on first calls at Help Desk. Transitioned terminal systems to PCs to increase productivity. Promoted to Tier II Support Supervisor from Help Desk Supervisor within 2 years. Upgraded from Windows XP to Windows 7 on approx. 15,000 computers. Integrated tablets with specific nursing software to field nurses. Maintained warehouse duties and staff for shipment of PC equipment. Supervised a staff of up to 10 technicians. Measured staff metrics and performed annual performance reviews. Worked with external vendors on purchasing hardw

Help Desk Supervisor Supervised the Tier 1 Help Desk for a Windows environment with over 3,000 nodes and 10,000 employees. Ensured that service levels were accurately and appropriately allocated to department and company personnel and completed within company standards. Monitored Help Desk performance and call volume. Experience with ACD reporting software and monitor systems. Coached team members to raise performance and expertise. Administered staff meetings that reviewed department objectives and agendas. Developed and documented support methods, team policies and training strategies to standardize procedures and achieve compliance with department objectives. Acted as escalation point for support problems. Managed the schedule for Tier 1. Coordinated with Tier II Support Supervisor, System Administrators, Software Development personnel, and Technology Management. Assisted in answering and logging Help Desk calls. Experience using Altiris software. Interviewed potential employ

Senior Support Administrator Team Lead in the IT/MIS department for all branch and corporate operations. Network administration, hardware, software, help desk services and telecommunications services for a national network with over 500 workstations and 20+ servers. Configured, installed, managed and upgraded systems for a Windows environment. Utilizing Windows 98, 2000, XP, and NT 4.0. Upgraded servers from NT 4.0 to Windows 2000 through Active Directory. Administered user account creation, group member relationships, and policies in NT 4.0 and Active Directory. Aided IT Management in GPO enforcement. Administered AS/400 by running system monitoring tools. Performing server backups. Upgraded network through Twin-Ax, Frame Relay Circuit, and DSL/VPN. Installed and configured firewalls, VPN access and communications for mixed IBM terminals and PC systems. Configured and implemented firewall security for LAN/WAN access. Audited invoices of all data and telecommunications services o