Experience

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  Geek squad

  Mar 2007 - Mar 2012

  Dci department head

  Led team of 10 computer intelligence agents and consulted with clients to resolve IT issues for this multinational electronics retailer. Set department budgets and goals, monitored and reported on performance, and trained and mentored staff. • Increased district store ranking from lowest to highest performing in terms of customer service, total sales, profitability, and repairs by instituting highly effective technical and customer service training. • Promoted to leadership role after identifying improvement opportunities, implementing plans, and driving priorities to provide best-in-class employee and customer experiences Show less

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  Hand & stone massage and facial spa

  Apr 2012 - May 2023

  Led team of four and directed IT and cyber security operations for a global franchise company with 500+ locations. Protected and secured networks, devices and intellectual property, optimized business operations, provided technical services, and improved business use and client experiences. Collaborated with executive team to evolve support structure and technology platform for corporate head office and franchise locations. Key Security Operations Achievements:• Improved email system security and reduced cyber threats following migration from IMAP system to Microsoft Exchange and syncing between Office 365 and Domain Controller, including single password sign-on and role-based user access.• Enhanced on premise and cloud environment security via Azure AD Connect integration and multi-factor authentication, improving Office 365 administrative controls and centralizing user access management.• Improved security compliance and met cyber insurance standards by aligning phishing campaigns and training with KnowBe4 and installing multi-factor authentication for O365, VPN, and onsite servers.• Implemented CrowdStrike for endpoint protection, detection, and response across all corporate PCs and franchise locations, and resolved outstanding installation issues.Key IT, Operations and Leadership Achievements:• Closed 99% of opened support tickets quarterly.• Improved franchise technology adoption through product roadmap and modernization initiatives to enhance infrastructure, apps and systems.• Managed spa deployment team, coordinated IT system training and onsite install schedule, led multi-location IT equipment deployment of PCs, network equipment, POS peripherals, internet, and VoIP sourcing, and held post-deployment support calls.• Achieved 97%+ YOY support response, resolution and survey scores and reduced support time and repetitive ticket responses by selecting and installing Zendesk customer support platform and defining key metrics. Show less Led technical support team of two, defined IT operational strategies and established realistic service level agreements, metrics, goals, policies, and procedures. Interviewed, trained and mentored employees and conducted performance reviews.• Improved reported issues tracking by implementing more robust customer ticketing system.• Achieved executive team recognition for “day 1” fully operational new office and workspace move.• Increased employee engagement by creating training and feedback systems and fostering a positive team culture where members felt valued, shared ideas, and stepped up to challenges. Show less

  • Director of Tech Support | IT Strategy & Cybersecurity

    Oct 2019 - May 2023

  • Director of Technical Support

    Feb 2015 - Oct 2019

  • Technical Support Specialist

    Apr 2012 - Feb 2015
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  Jordan yammer it & cybersecurity consulting

  May 2023 - now

  It and cybersecurity consultant

  Partner with clients across manufacturing, education and video production to provide strategic IT and cybersecurity solutions, design, purchase and configure PCs, file servers, printers, wireless networks, access points, network switches and firewalls. Identify PC, laptop and network issues, recover data, and recommend security measures. • Designed, installed, and configured network equipment for fabrication shop expansion, including running and terminating network cables, configuring new router, and installing showroom display TV to PC link. • Improved data security and disaster recovery through custom-designed high-performance business laptop, including data and software migration, hardware installation, and implementation of hard drive imaging software. Show less