Lead day-to-day helpdesk operations: take tickets, answer calls, troubleshoot endpoints, manage queue prioritization and escalations, track CES/MTTR and other KPIs, coach and mentor the team, lead cross-department meetings, improve documentation and processes, and assist with onboarding support as needed.

Lead development and implementation of Dynamics 365 Business Central/MS NAV solutions. Design and build custom AL extensions, integrations (APIs, REST, OData, JSON, XML), configure BC for finance requirements, leverage AI for finance automation and forecasting, maintain cloud deployments (Azure/AWS), troubleshoot and optimize systems, and mentor team members.