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Work Background
RTI InternationalSenior System Administrator
Jul. 2022Raleigh-Durham-Chapel Hill AreaExecuted seamless migration of on-premises SharePoint infrastructure to SharePoint Online, significantly optimizing operational efficiency for a $2 billion scientific research institute with 3,000+ employees worldwide. Delivered extensive upgrades by migrating Dropbox content to SharePoint. Facilitated Microsoft 365 Copilot program by delivering monthly training sessions on AI-driven tasks and tools. Managed daily ticket resolution, focusing on complex issues. Actively coordinated data lifecycle management policies for Microsoft 365 groups. Administered Power BI environment helping end users create dashboards and Maintain permissions. Administered Teams environment for 3500 end users creating reports and running audits on meetings and calls. Created several power automate flows to help automate repetitive tasks including one that automatically removed Dropbox inactive licenses. Created copilot agents for teams and groups to help them automate processes that copilot could run. • Saved the institute millions of dollars by transitioning on-premises SharePoint to SharePoint Online using ShareGate .
• Realized $500,000 in annual savings by migrating Dropbox to SharePoint.
• Automated communications for 90-day inactive sites by implementing data lifecycle management policies.
• Created comprehensive knowledge articles that effectively supported troubleshooting processes for end-users.
• Conducted 6 training sessions for 300+ participants on Microsoft 365 Copilot, enhancing user proficiency.
• Developed PowerShell scripts, automating repetitive tasks, including OneDrive data recovery for terminated employees.
• Won Rise Award for "Lead-Forward Behavior" in recognition of successful migration projects and data governance efforts.
• Communicated Upcoming Microsoft Changes, informing end users • Helped Design SharePoint Hub Sites for Business Units, to unify our intranet and create consistency
RTI InternationalService Center Specialist
Sep. 2020 - Jul. 2022Raleigh-Durham, North Carolina AreaProvided top-tier technical support for desktop and computer-related issues, utilizing expertise in Windows 10-11 and MacOS to ensure seamless operations. Actively facilitated hardware repairs with vendors and troubleshot network issues, including DNS and Wi-Fi challenges. Conducted onboarding sessions for new employees. Executed the imaging of machines using Ivanti and Microsoft endpoint Configuration Manager, addressing printer issues, and delivering exceptional executive-level support with a focus on user satisfaction. Implemented Network Access Control to adhere to government compliance, assisting in a smooth transition to remote support during COVID-19. Helped troubleshoot Outlook and Microsoft Office Issues. Helped with VPN connectivity issues. Used Beyond trust to mediate issues. • Achieved 98% customer satisfaction rate by delivering exceptional support during COVID-19 transition.
• Maintained 100% close rate on all Priority 1 tickets, assisting users experiencing critical downtime.
• Closed an average of 110-130 tickets per month, consistently ranking as the top performer in ticket resolutions.
• Received President’s Award and several Rise Awards in recognition of outstanding customer support.
• Created a comprehensive program for onboarding new team members, enhancing new-hire understanding of service offerings within Global Technology Solutions.
Greene ResourcesDesktop Support Specialist
Jul. 2018 - Sep. 2020Raleigh-Durham, North Carolina AreaDelivered exceptional customer service and technical support to executive leadership. Assisted in computer installations, data transfers, and onsite equipment setup. Engaged in resolving a major security incident impacting 4,500 machines, implementing long-term solutions that included USB blocking and stricter data loss prevention protocols. Maintained high performance metrics. • Remedied security incident that impacted 4,500 machines in <6 months through prompt and effective troubleshooting.
• Remediated Network Issues using Cisco Identity Services Engine to help with network access control
• Prevented future disruptions by designing and executing unique remediation script for persistent malware issues.
• Maintained 99% CSAT scores versus average score of 95% across the department.
• Consistently resolved tickets within <2 days, surpassing average SLA completion time of 5 days.
• Strengthened organizational security by implementing USB block policies and enhanced data loss prevention measures.
• Acted as subject-matter expert (SME) in network access control and Mac environments; trained team members.
• Ensured compliance of many outdated lab machines with new network access control standards through on-site evaluations • Assisted customers with computer installations, data transfers, and onsite equipment setup.
• Developed strong communication and problem-solving skills in a fast-paced environment.
• Ensured a seamless work environment for all users.
Circle KHelpdesk Analyst
Feb. 2018 - Jun. 2018Sanford NCLeveraged expertise in troubleshooting POS systems, enhancing operational efficiency across multiple locations. Diagnosed and resolved complex inter-store networking issues for a 24/7 convenience store operation. Detected and managed payroll discrepancies within the Radiant system. Articulated technical solutions in layman's terms, ensuring seamless understanding among team members lacking technical backgrounds. Acted as SME in accounting and system issues.
TranscomTechnical Support Analyst
Feb. 2017 - Jan. 2018Garner, North CarolinaAchieved unusually high CSAT rating of 89% while managing technical support for Apple products. Diagnosed and troubleshot issues for iPhones, iPads, and Mac OS with a focus on enhancing user experience in high-pressure environments. Delivered solutions through detailed knowledge of Apple’s service protocols, ensuring quick resolutions to client inquiries. Assisted peers in professional development as a recognized SME. Addressed concerns ranging from device malfunctions to software inquiries
HCL TechnologiesService Desk Analyst
Sep. 2016 - Nov. 2016Raleigh-Durham, North Carolina Area
NETVIEW, INC.Deployment Technician
Aug. 2016 - Oct. 2016Charlotte, North Carolina Areaset up new pcs for multiple branches
XeroxTechnical Support Engineer
May. 2015 - Nov. 2015Raleigh-Durham, North Carolina Areadealt with multiple issues that affected customers, assisted with technical issues with customers issue
KrogerFloor Supervisor
Feb. 2008 - Sep. 2016Trained and mentored 10-12 team members. Exceeded performance metrics, coordinated order fulfillment, and assisted with customer service inquiries. Developed processes to improve workflow efficiency.
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