Successfully transitioned the company from reliance on an external Managed Service Provider to a robust in-house IT department within six months, managing three Google Workspace tenants and one Microsoft tenant, resulting in a 20% reduction in operational costs and improved efficiency.Implemented and maintained critical infrastructure components, including firewalls, Unifi switches, routers, and print-to-email services, achieving a 99.9% network uptime and a 25% reduction in minor security incidents, ensuring robust protection and reliability.Designed and applied a custom ticket management system using Monday.com, integrated with Zapier for automation, improving SLA adherence to 95% and maintaining a 99.9% network uptime.Authored twelve IT policies and created four cybersecurity training programs providing user education on phishing awareness, data breach prevention, social engineering and password security, including follow-up simulations resulting in zero data breaches during my tenure and a 65% increase in employee security awareness.Led the project to transition from a legacy communication provider to Zoom Enterprise, planning andexecuting the setup of two IVR systems, connecting four Zoom Rooms across three facilities, and equipping multiple conference rooms with iPads and Mac Minis, resulting in streamlined communication and enhanced collaboration capabilities across the business.Reduced the IT budget by 20% through strategic negotiations with key vendors, optimizing software solutions, assessing business needs, and instilled new processes for IT hardware/software procurement, achieving cost savings while maintaining high service levels.

Developed and provided comprehensive IT security controls, ensuring compliance with regulatory standards, and reducing potential risks by 20%.Conducted regular audits and assessments to identify vulnerabilities and mitigate security threats, andimprovement in overall system security.Hand-selected by the CISO to be a founding member of a pioneering team within NICO, tasked with creating an OSINT program. Developed OSINT tools, vetted and managed vendors, identified and reported security vulnerabilities, and provided strategic recommendations. Regularly collaborated with division leaders to evaluate and mitigate internal IT environment vulnerabilities, enhancing overall security posture.Led the successful fulfillment of a vendor management program, which increased visibility and efficiency in managing third party relationships. Reduced the number of monitored vendors by 25% by streamlining processes and integrating a new vendor management system.

Enforced efficient scheduling practices resulting in a 20% reduction in overtime expenses.Analyzed call volume patterns and forecasted staffing needs, optimizing resource allocation and achieving labor savings of $400k across twenty-six call center operations annually.

Developed custom spreadsheets to improve call center metric tracking which was utilized to improve thestaffing accuracy of various teams resulting in a reduction of staffing overhead costs by 10%.Improved accuracy of call forecasting by analyzing seasonal trends, historical call data, and specialpromotions to further improve staffing needs across the business.

Constructed a new training regimen to improve education of new representatives, increasing employeeretention by 30%.Produced a database to manage and analyze rep quality scores and coaching feedback, provide for adocumentation repository for all 1:1 discussions, with the intent of increasing coaching productivity across the department and agent accountability by 25%.Reduced absenteeism by 30% in the center by updating the attendance policy and designing a coaching conversation template to hold agents and supervisors accountable to their attendance.

Introduced a new call flow to ensure total account servicing, which reduced call handle time by 25% forindividual team and was rolled out to the technical team.Fabricated an advanced troubleshooting guide which took into account the top reasons for customer device issues, provided step-by-step troubleshooting to resolve the customer issue, accounting for weighting of solutions which would reorder the troubleshooting steps. This resulted in a 15% reduction in call handling times across the enterprise, and a 7% increase in customer satisfaction scores.