Provide Apple asset and infrastructure support and consultation to leadership and associates in this publicly owned global financial investment management firm with 16 locations serving clients in 45 countries.𝐍𝐨𝐭𝐚𝐛𝐥𝐞 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Implemented a Visual Task Board (VTB) workflow utilizing ServiceNow to enhance the efficiency of processing software and hardware requests, meeting service-level agreements (SLAs).- Directed and managed the implementation of the IQTech Smart Locker System for the Owings Mills Campus.- Established and initiated business practices and processes enabling seamless remote hardware and software deployments.- Oversaw and coordinated the annual macOS Quality Assurance Testing programs in collaboration with Mac Engineering, Desktop Support, and various Business Teams.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Analyze and resolve hardware and software issues on a variety of Apple products, including Mac Desktops, Mac Laptops, iPhones, iPads, Apple TVs, macOS, and iOS, within a global, multi-location corporate environment.- Configure, monitor, and maintain Apple hardware and associated software as managed assets through Jamf Pro.- Collaborate with leadership and associates to coordinate and implement new business initiatives and programs.- Act as a senior member of a technical support team, facilitating escalated support issues for Mac assets and the Apple infrastructure.- Foster and maintain relationships with vendors and partners to achieve business goals.- Coordinate Mac hardware repairs with the local Apple Authorized Service Provider (AASP).- Create technical documentation on Apple assets and infrastructure, contributing to corporate knowledge bases on Confluence and ServiceNow.- Develop training curriculums and workshops to mentor other technicians and analysts.

Managed and promoted all aspects of this technology and digital media consulting firm, specializing in technology services, workflow development and training, web and print media design, digital content creation, and digital photography.𝐍𝐨𝐭𝐚𝐛𝐥𝐞 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Established a publishing and media business to showcase and promote creative works and original photography.- Developed a digital content creation business utilizing Linden Lab's Second Life, a massively multiplayer online role-playing game (MMORPG).- Managed and maintained a digital asset portfolio valued at over $125,000 annually.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Advised and assisted clients in selecting and implementing new technologies, including hardware, software, mobile/cloud computing and devices, photographic equipment, and Internet business solutions.- Developed and implemented custom technology and creative workflows for clients to enhance efficiency and productivity.- Created customized software and hardware training curricula for clients and fellow creative consultants.- Designed websites and print media layouts for online and traditional publications while curating and editing written and visual digital content.- Provided web and virtual world hosting services through various third-party vendors using Linux, Apache, and OpenSimulator platforms.

Provided technical support and consultation for business and consumer clients on a variety of Apple products, including Mac Desktops, Mac Laptops, iPhones, iPads, iPods, macOS, iOS, and all Apple software.𝐍𝐨𝐭𝐚𝐛𝐥𝐞 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Contributed to the final layout and successful launch of the Towson Apple Store in the fall of 2012 as part of a four-person technical team.- Led the Towson location in cultivating and developing business and enterprise sales leads through client technical support exposure and consultation.- Attained and maintained the Apple Certified Macintosh Technician Certification (ACMT) for both macOS and all Mac hardware.- Earned and upheld the Apple Certified iOS Technician (ACIT) Certification for all mobile hardware platforms, including iPhone, iPad, and Apple TV.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Analyzed and resolved hardware and software issues in a fast-paced and demanding environment, prioritizing exceptional customer service.- Served as a senior member of a technical support team, managing over 12,000 support appointments per month.- Advised and assisted the Towson Business Team in addressing pre- and post-sale questions, concerns, and technical issues to support Apple's business initiatives and clients.- Collaborated with corporate and leadership affiliates to effectively implement new initiatives and pilot programs.- Developed training curriculums to educate other technical specialists and support their mentoring.- Acted as a brand ambassador, providing guidance on Apple culture and procedures to new hires.- Maintained an overall customer satisfaction rating exceeding 90% as indicated by Apple surveys sent directly to both consumer and business clients.

Managed the digital assets and database administration support team for this privately-owned international manufacturing company with annual sales exceeding $1.2 billion.𝐍𝐨𝐭𝐚𝐛𝐥𝐞 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Drove a 50% performance increase for the Baan/Oracle production environment by implementing a workflow and process to archive historical Order and Warehouse Management data.- Developed and maintained two public Internet sites along with an Intranet site designed as a front-end for an internal corporate call tracking and asset management reporting system.- Reported directly to the CTO and was one of six IT Managers retained during Solo Cup's acquisition of Sweetheart Cup to facilitate the successful infrastructure merger and transition.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Managed an annual departmental budget in excess of $500,000 to maintain and monitor all databases and digital assets across the enterprise.- Cultivated and maintained relationships with vendors and contractors to successfully accomplish business goals.- Maintained and managed all Oracle databases associated with the Baan and Kronos applications.- Supervised and trained a team of two database administrators and three technical support specialists.- Collaborated with cross-functional leadership and business teams to coordinate and implement all database and digital asset-related initiatives.- Documented and maintained all database and digital asset policies and procedures, along with supporting infrastructures.- Provided escalated on-site and remote software and hardware support and training to an international corporate community consisting of over 8,000 associates.

Managed all corporate information technology initiatives and systems for this privately-owned cultural resource management (CRM) consulting firm with offices in Maryland, Louisiana, and Florida.𝐍𝐨𝐭𝐚𝐛𝐥𝐞 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Reported to the CEO as a member of the corporate management team, providing direct support for all information technology needs at two locations in Frederick, Maryland.- Assisted the Manager of Graphics and the Principal Archaeological Investigators in selecting and implementing a cultural and environmental resources geographic information system (GIS).- Strengthened publishing, media, and data capabilities by identifying and implementing technologies to expand the firm's billable offerings.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Provided guidance to leadership on technology acquisitions, coordinating and executing initiatives across office and field locations.- Cultivated and maintained relationships with vendors, contractors, and governmental agencies to achieve business goals.- Developed and managed relational databases for archaeological and historical research, as well as artifact collections.- Produced two- and three-dimensional architectural and topographical CAD illustrations for publication.- Designed layouts for non-technical black-and-white and color brochures.- Scanned and digitally enhanced graphic materials for use in desktop publishing and relational database projects.- Photographed prehistoric and historic artifacts for publication.

Managed the technical support call center for this privately-owned educational software developer, serving individual, corporate, educational, and non-profit clients in the US, Canada, and Mexico.𝐍𝐨𝐭𝐚𝐛𝐥𝐞 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Achieved a 20% efficiency increase in meeting the corporate service-level agreement (SLA) for single-call technical support resolution.- Developed and maintained an extensive Windows and Mac quality assurance testing lab.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Supervised and trained a staff of three technical support specialists, providing remote, break/fix technical support for 10,000 clients located in the US, Canada, and Mexico.- Analyzed client satisfaction surveys and conducted bi-monthly meetings with the technical support specialists to provide timely feedback and discuss areas of opportunity and growth.- Assisted development teams with creating and conducting software quality assurance testing methodologies for the firm's commercial software.- Managed and maintained the in-house custom call tracking and support knowledge base and relational database.- Managed and maintained the corporate on-site and remote archival disc and tape library for all production software.- Revised and edited production software manuals for syntax and content.

Managed all information technology initiatives and systems for this privately-owned cultural resource management (CRM) consulting firm, serving contracts and clients in Colorado, Utah, New Mexico, and Arizona.𝐍𝐨𝐭𝐚𝐛𝐥𝐞 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Expanded the firm's capabilities by implementing a computer-aided drafting (CAD) system to digitize and archive prehistoric and historic archaeological map data.- Enhanced publishing capabilities by introducing and coordinating desktop publishing technologies for archaeological survey reports and large, multi-volume archaeological excavation publications.- Directed the successful completion of four large cultural resource management (CRM) publications for the Bureau of Reclamation and the Bureau of Land Management.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Collaborated with leadership and staff to coordinate and implement new business initiatives and programs.- Cultivated and maintained relationships with vendors, contractors, and governmental agencies to successfully accomplish business goals.- Supervised and trained administrative staff and laboratory technicians in the utilization of all information technology.- Developed and maintained relational databases for archaeological research, historical research, artifact collections, and map data.- Assisted Principal Archaeological Investigators with conducting and recording archaeological fieldwork and surveys.- Wrote and edited archaeological survey and excavation reports for publication.- Produced two- and three-dimensional architectural and topographic CAD illustrations for publication.- Photographed prehistoric and historic artifacts for publication.

Managed all information technology initiatives and systems for this privately-owned cultural resource management (CRM) consulting firm, serving contracts and clients in Colorado, Utah, New Mexico, and Arizona.𝐍𝐨𝐭𝐚𝐛𝐥𝐞 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:- Expanded the firm's capabilities by implementing a computer-aided drafting (CAD) system to digitize and archive prehistoric and historic archaeological map data.- Enhanced publishing capabilities by introducing and coordinating desktop publishing technologies for archaeological survey reports and large, multi-volume archaeological excavation publications.- Directed the successful completion of four large cultural resource management (CRM) publications for the Bureau of Reclamation and the Bureau of Land Management.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:- Collaborated with leadership and staff to coordinate and implement new business initiatives and programs.- Cultivated and maintained relationships with vendors, contractors, and governmental agencies to successfully accomplish business goals.- Supervised and trained administrative staff and laboratory technicians in the utilization of all information technology.- Developed and maintained relational databases for archaeological research, historical research, artifact collections, and map data.- Assisted Principal Archaeological Investigators with conducting and recording archaeological fieldwork and surveys.- Wrote and edited archaeological survey and excavation reports for publication.- Produced two- and three-dimensional architectural and topographic CAD illustrations for publication.- Photographed prehistoric and historic artifacts for publication.