Passionate about the technology that enables us to communicate

VaxCare Vaccination Solution

• Managed the process of receiving and tracking inventory from partner organizations, ensuring accuracy and completeness of information, while also maintained records of inventory levels and transactions.
• Collaborated with Partners in a help support role to effectively manage and resolve specific partner cases utilizing Salesforce CRM, including data entry, ticketing, case routing, tracking case progress, and communicating updates, resulting in improved Partner satisfaction and retention.

University of Central Florida

• Provided comprehensive client support for 500+ devices in an organization of over 10,000, ensuring efficient resolution of hardware, software, and network issues.
• Utilized JAMF Device Management, PowerShell Scripts, Remote Desktop, DHCP reservations, and Active Directory for efficient group policy creation and network and device management.
• Addressed client inquiries and resolved issues via phone, email, or in-person communication.
• Assisted clients in setting up and configuring computer systems, achieving a 97% user satisfaction rate.
• Documented and maintained client interactions, technical issues, and solutions in the ServiceNow ticketing system.
• Collaborated with IT professionals to escalate and resolve complex issues, achieving a 98% on-time resolution rate for tickets.

Projects Related

• Blade Server Assembly

Kaseya

• Provided expert technical support for Kaseya’s proprietary Datto EDR and RocketCyber MDR, enhancing security operations and maintaining endpoint integrity.
• Effectively resolve complex technical issues within the EDR and MDR platform, ensuring continuous uptime and safeguarding endpoints to prevent disruptions in client environments.

Home Physicians Group

• Played a key role in maintaining and optimizing the company’s IT infrastructure, ensuring robust, secure, and scalable systems.
• Administered and managed Microsoft 365, Office 365, Entra ID (Azure AD), RingCentral, and PrognoCIS EHR, enabling seamless user management, efficient communication, and secure healthcare data handling.
• Actively involved in networking and Windows Server administration, enhancing system performance and supporting network stability.
• Worked directly with the Information Technology Director on strategic projects, including system upgrades, communication solutions, and infrastructure development, aligning IT improvements with the company’s technology and healthcare goals.
• Utilized remote monitoring and management tools like Atera RMM, and SystemMonitor.us, along with Bitdefender for Endpoints (EDR) to enable efficient monitoring, maintenance, and troubleshooting across systems, ensuring uptime and stability.
• Contributed to planning, executing, and supporting key IT infrastructure projects, addressing both immediate operational needs and long-term scalability.