IT Customer Support Specialist and Technician with experience solving complex problems for businesses of various size, including Fortune 500. Pioneered major process improvement initiatives, including the roll out of a new Service Desk application which streamlined internal workflows, increased collaboration within and across teams, and better served customers. Created software which provided visibility into any team inefficiencies or under/over-staffing issues. And launched a knowledge base which significantly increased team productivity and significantly reduced customer downtime.