- Acted as the primary point of contact for several high profile projects- Facilitated effective and timely communication between project teams and key stakeholders- Assembled and led cross-functional projects teams varying in size from 3 to 30 people- Led project initiation processes, such as defining scope, objectives, and deliverables to ensure alignment with organizational goals and stakeholder expectations- Prepared and presented comprehensive executive reports that highlighted project progress and strategic recommendations to senior leadership- Developed and implemented project plans to ensure successful execution and alignment with project goals- Monitored and controlled project performance by tracking progress, managing changes, and implementing corrective actions to ensure the project stays on track and meets objectives- Led project closing activities, including final deliverable review, documentation, and stakeholder sign-off, ensuring project completion and satisfaction- Utilized project management systems such as KeyedIn, Azure DevOps and Microsoft Project to manage project schedules and workflow

- Coordinated small-to-medium sized projects such as storage consolidations, acquisition integrations and facilities related projects- Facilitated project meetings for brainstorming, status collection, and general project communication- Identified and resolved project issues and risks, escalating as necessary to maintain project momentum - Established project management governance workflows under the supervision of the Delivery Manager- Mentored IT Infrastructure teams on project management best practices- Conducted research to support project decision-making for key stakeholders

- Acted as the primary contact for customers seeking technical support, providing initial troubleshooting and resolution assistance- Managed and maintained Active Directory, including user account creation, modifications, and permissions- Performed computer imaging and deployment, setting up new systems with standardized configurations- Coordinated small-scale projects, such as email migrations and repository consolidationsTrained new team members on technical procedures and company protocols

• Tier I troubleshooting • Monitor ticket queue (ServiceDesk Plus)• Serve as the first point of contact for customers seeking technical assistance over phone or email• Walk the customer through the problem-solving process• Windows 7/10 support• Microsoft Office 2010/2016 Support• Install computer peripherals• Support remote users through ScreenConnect or Zoom• Technical documentation as needed• Support iOS and Android devices using the ManageEngine Desktop Central platform• Create, modify, and disable users in Active Directory and the Exchange server• Order hardware and software with approval from the manager • Ship equipment to remote offices and users• Image machines and install the appropriate software for new users• Support VPN users• Follow up with customers to ensure the issue has been resolved

• Receive and respond to tickets as they are received • Follow up on tickets that are past due • Support Mac OS and Apple specific hardware• Support Windows OS and compatible software• Support various types of printers• Create reports from spreadsheets• Create documentation for various systems• Assist in the planning and management of domain migrations