- Manage crisis incidents and facilitate restoration actions for enterprise infrastructure- Implement approved change management tasks for Windows and Linux machines- Monitor infrastructure metrics and notifications via Grafana, MoogSoft, and Splunk- Review and approve emergency and latent change requests during crisis management

- Ensured the stable operation of computer hardware, software systems, and network infrastructure- Performed onsite server and network appliance maintenance as needed- Identified and implemented process improvements for colleague onboarding workflows, remote working, machine builds, and colleague support- Developed and delivered global “train-the-trainer” curriculum for multiple projects, including Microsoft 365 migration and golden image build automation- Site leader for multiple acquisition integration projects, driving local team and site progress to replace laptops, mobile devices, and peripherals at newly acquired firms- Fulfilled access management, licensing, procurement, and corporate application requests- Represented onsite technology department for Business Resiliency Management team collaboration and testing

- Completed performance trend analysis and managed server/network capacity- Researched, responded to, and resolved escalated issues/problems- Deployed new server and successfully migrated Exchange after hardware failure- Implemented a support ticketing system to increase productivity and provide accountability- Configured and maintained Windows Server security and disaster recovery and documented policies, procedures- Developed customized SQL queries for CRM software to enhance prospect reporting- Created annual savings of more than $115,000 through data service transition and elimination of 3rd party technology support and other unnecessary services