Sep 2022 – Nov 2024 · 2 yrs 2 mos · Alpharetta, Georgia, United States · Remote

• Provide technical support for Windows 10/11, Server 2012/2016/2019/2022, and Mac OS
• Investigate, analyze and resolve complex support requests with internal and external customers via
• phone, email, chat, and remote support software (Bomgar).
• Perform server and database migrations, manage SQL database setup.
• Troubleshoot network issues and resolve DNS issues.
• Manage firewall inbound and outbound configuration.
• Subject matter expert in Dexis Proprietary software.
• Maintain hardware utilities and integration of Practice Management Software with Dexis Proprietary
• software.
• Document case notes in Microsoft Dynamics software by adding the troubleshooting steps that were
• taken, and what the resolution to the issue was.
• Track how often users access the company’s knowledge base or self-help resources to the proprietary
• software and encourage users to utilize self-help resources to reduce the number of incoming support
• tickets.
• Publish SOPs (Standard of Procedures) on Microsoft Dynamics.
• Track the percentage of support tickets that need to be escalated to a higher-level technical support due to their complexity, keeping the escalation rate within a certain range (below 10%).
• Conduct monthly one on one meetings with team members to go over their metrics and offer feedback
• and support if necessary.
• Lead group calls to ensure problem resolution.
• Lead internal auditing projects to ensure internal compliance.
• Support and train team members to ensure success.

Feb 2022 – Sep 2022 · 7 mos · Atlanta, Georgia, United States

• Junior Team lead role.
• Responsible for training customers on company proprietary applications (NBS, WMP, FBSI).
• Onboard over 10,000 accounts and integrate them within system.
• Subject matter expert for several different responsibilities within advisory brokerage Operations.
• Act as back-up to co-workers by cross-training on all department functions and demonstrate flexibility to respond to influx of workflow.

Jul 2021 – Nov 2024 · 3 yrs 4 mos · Remote · Remote

• Provide Tier I troubleshooting for hardware, software, and network issues via RDP and remote assistance.
• Administer IAM access rights and license via Azure Active Directory (Microsoft Entra ID).
• Deploy, manage, and administer Microsoft 365. and Windows 10.
• Provide onboarding and training for new employees for Microsoft 365.
• Reserve, schedule, and track equipment.
• Perform system maintenance and monitoring through Itarian.
• Configuration of MFA for secure authentication.
• Manage and update company SharePoint sites.
• Create End User Standard Operating Procedures (SOPs) for common tasks.

Nov 2017 – Feb 2022 · 4 yrs 3 mos · 5155 Peachtree Pkwy, Suite 3220 , Norcross, GA 30092

• Responsible for training customers on company proprietary applications (NBS, WMP, FBSI).
• Onboard over 10,000 accounts and integrate them within system.
• Subject matter expert for several different responsibilities within advisory brokerage Operations.
• Act as back-up to co-workers by cross-training on all department functions and demonstrate flexibility to respond to influx of workflow.

Oct 2014 – Apr 2017 · 2 yrs 6 mos · Washington, District of Columbia, United States

• Performed basic computer assignments such as typing ,scanning, printing and troubleshooting using Adobe Acrobat and Microsoft Office.
• Scheduled employees of Fam Connect to supervise court ordered visitation between parents and their children.