As a Senior IT Support Technician at Marotta Controls, a military government contractor and supplier to private companies like SpaceX, I supervise IT support for over 800 employees, ensuring efficient and secure operations. My responsibilities include providing front-line and escalation support, updating critical documentation, and enhancing new hire onboarding. I streamline processes by optimizing Active Directory policies to meet government standards, automating workflows in Jira and RMM tools, and deploying software solutions through Endpoint Central, improving ticket resolution times and overall productivity.

After my position was unexpectedly eliminated by my prior employer in February 2023, I saw it as an opportunity to reevaluate my career trajectory and delve into personal and professional development. During the break, I dedicated significant time to introspection, exploring various industries and company cultures to align my aspirations with the ideal professional environment for my next chapter.I recognized the value of enhancing my skill set, and thus, I embarked on a focused journey to bolster my qualifications. This involved pursuing professional credentials in my field, aiming to stay updated with the latest trends and advancements. Through proactive measures, I successfully applied for a grant that provided me with the opportunity to enroll in specialized courses. These classes honed my expertise in pivotal areas of my professional background, offering invaluable knowledge and hands-on experience.Moreover, this period wasn’t just about acquiring skills; it was a time of reflection and growth. I engaged in extensive research, attending seminars, networking events, and industry conferences to gain insights and perspectives that would inform my career decisions. I also volunteered at my local church to assist and support those affected by autism.Overall, this career break served as a transformative phase, enabling me to strategically prepare for my next role by not only acquiring essential credentials but also by gaining a clearer understanding of the industry landscape and the type of organizational culture where I could thrive.

As an Information Technology Support Manager, I oversaw and lead a team in providing technical support, troubleshooting, and resolving IT issues, ensuring smooth operations and optimal user experience.Established and cultivated a non-existent support Help Desk ticket system, enabling end users to request IT support seamlessly and improving response efficiency.Customized the Fresh Desk Helpdesk ticket system, resulting in a 30% reduction in average ticket resolution time and increasing user satisfaction.Attained a 100% satisfaction rating from all Pathline staff, delivering exceptional customer service and support.Streamlined SLA response time to less than 30 minutes per ticket from a previous average of 72 hours, enhancing user experience and resolving issues more rapidly.Implemented IT Glue documentation system and developed over 100 technical articles on all IT support issues, resulting in a 20% reduction in support request volume and increased self-service resolution rate.Successfully engineered a Windows 7 to Windows 10 upgrade for over 150 workstations, reducing system downtime by 40% and increasing productivity.Mentored two level 1 support technicians, resulting in a 25% improvement in their ability to resolve complex issues independently and adhere to HIPAA standards and ITIL practices.Revitalized RMM software patching for all computer systems, improving compliance from 25% to an average daily rate of 98%, ensuring system security and reducing vulnerabilities.Provided weekly updates and issue reports directly to the CIO, facilitating informed decision-making and ensuring alignment with organizational goals.

As an Information Team Lead Security Escalation Engineer, I lead a team in addressing and resolving complex security incidents and escalations, ensuring the protection of critical information assets and maintaining a secure environment.Successfully addressed and resolved multiple stalled projects due to the Global Pandemic, ensuring their timely implementation for customers and minimizing project delays by 30%.Initiated direct communication with clients to provide project completion updates, resulting in a 95% increase in customer satisfaction and improved transparency in project management.Developed and implemented strategies to manage multiple projects for customers while maintaining ongoing support for existing customers and their end users, resulting in a 20% increase in project completion rate and improved customer retention.Mentored junior-level technicians on project implementation and customer support, leading to a 25% improvement in their ability to deliver high-quality service and increased client satisfaction.

As an Information Senior Support Engineer, I leveraged my advanced technical expertise and experience to provide high-level support, troubleshoot complex issues, and ensure the smooth operation of information systems, delivering effective solutions to meet the needs of users and the organization.Successfully replaced an MSP level 3 technician for customer support, managing over 3000 end points and providing support to more than 50 companies, resulting in a 20% increase in customer satisfaction and timely issue resolution in first year.Developed and implemented tools for Apple support and tenant-based JAMF & Addigy Mobile Device Management (MDM) solutions, improving efficiency in support delivery and streamlining device management for existing and future customers.Strengthened additional services, including AntiVirus, Monitored Backups, and Patch Management, across all customers, resulting in a 30% reduction in security incidents, a 25% decrease in data loss, and improved overall system performance.Provided supervision and leadership to the Help Desk team during the Service Manager's absence, ensuring smooth operations and timely issue resolution, resulting in uninterrupted customer support and increased team productivity.Inspired and motivated other technicians to meet timesheet deadlines, improving timesheet submission accuracy by 95% and ensuring timely and accurate billing for customer support services.