Central Printing Management: Streamlined the central printing infrastructure, enhancing efficiency and reliability while reducing costs. Implemented advanced print management solutions that supported sustainability goals and improved user satisfaction.Conference Rooms to Teams Rooms Conversion: Spearheaded the conversion of traditional conference rooms into Microsoft Teams Rooms, facilitating increase in collaboration efficiency and supporting a hybrid work model. This initiative involved integrating state-of-the-art technology and training staff to leverage new communication tools effectively.Virtual Workspace Environment Leadership: Directed the comprehensive management of all virtual workspace environments, including Citrix On-Prem, Citrix Cloud, VMware Horizon, and Nerdio. My leadership in this domain has ensured robust, flexible, and secure virtual desktop infrastructure (VDI) solutions that cater to diverse user needs across the organization.Innovation and Continuous Improvement: Championed the adoption of innovative technologies and best practices in end-user engineering, driving continuous improvement in systems performance and user experience. Fostered a culture of innovation that encourages experimentation and leverages data-driven insights for decision-making.

• Manage and facilitate all incidents or escalations within my team to resolutions within a timely manner, by utilizing world class troubleshooting.• Responsible for managing budget, requirements and lifecycle of hardware for all end users computing devices.• Responsible for managing Platform Operations Team which is responsible for all application releases and deployments from our development teams.• Responsible for managing IT infrastructure operations both on-premise and in the cloud, to include Citrix, VMware, Windows Server, RHEL, Azure, AWS, DHCP, DNS, etc.• Works closely with Footprints ticketing system to automate processes to improve account provisioning, standardization, and improving our IT compliance requirements.• Completed migrating users from following systemso Windows 7 to Windows 10o Office 2010 to Office 2016o Microsoft Lync to Microsoft Teamso Citrix to VMware Horizono BlackBerry Works to Microsoft Outlook• Responsible for leading security meetings with diverse business partners on how to improve security scores and CIS hardening levels around the organization. During this time, we have reduced our host’s with vulnerabilities from 90% to 96%, and we have also raised CIS compliance from 78% to 95%.• Responsible for pushing for automation, innovation and training within in ArchMI as a job requirement. As a result, the entire team has learned how to utilize PowerShell for automating process for both IT internal customers and business customers. The entire team has also become Azure certified and become subject matter experts in cloud technology.

• Managed a team of 13 geographically dispersed Service Desk staff. This team provides end user support to both office and regionally based staff across multiple time zones. Ensure the timely delivery of a quality technical support service to internal or, to a lesser extent, external customers 24 hours a day, 7 days a week. • Managed two call queues that maintained low wait times, while maintaining a high call volume and service level agreements.• Recognized within IT as “IT Success Story” for increasing productivity within the helpdesk, streamlining process, and increasing team cohesion in my short tenure as the manager.• Managed migrating over 500 users from the VMware Horizon View 5 environment to VMWare Horizon View 7 environment. • Responsible for raising the company SLA ticket resolution rate from 80% to over 95% by increasing the internal communication and ticket backlog between teams.• Project lead for mobile device management solution, including post-merger evaluation of existing solutions, cost, proposals, procurement, project management, and leading technical teams to deliver a unified platform including Good Works, Good for Enterprise, and AirWatch mobile management for iPad and iPhone users. Managed the consolidation and migration from three different mobile device management solutions (to a BYOD (Bring Your On Device) solution. • Responsible for training and developing both the service desk and desktop support teams.

• Currently the project lead for mobile device management solution, including post-merger evaluation of existing solutions, cost, proposals, procurement, project management, and leading technical teams to deliver a unified platform including Good Works, Good for Enterprise, and AirWatch mobile management for iPad and iPhone users.• Currently working as a resource to develop the help desk and desktop support teams with technical aspects in the environment.• One of two senior engineers in a team of 14 chosen to attend our National Sales meeting supporting all technical aspects of a three-day conference bringing together our company CEO, CFO, CIO, and various Sales Directors and Sales staff. This included video, voice, mobile, laptop, iPad and technical support of 80+ staff.• Responsible for management of technical cases exceeding SLAs. Assembled a team of 14 to crowdsource solutions, provided management with statistics on closure rate and was directly responsible for delivering a 72% reduction in missed SLAs tickets. Documented a process to manage SLAs going forward and held weekly touch points on progress.• Regularly responsible for acting on my manager’s behalf, attending projects as the SME for agendas such as MDM with our Intel Server Team, end-point vulnerability remediation with our Information Security Team, Apple end point introduction into the environment with our Solutions Delivery Team, managing, supporting and upgrading the Citrix environment with engagement of our Citrix Engineers.• Provision, install, and support equipment that consists of 1000 Dell laptops, 200 Dell Desktops, 300 Wyse devices, 500 iPhones, and 100 iPads • Deployed Enterprise Applications, updates, and patches utilizing Microsoft’s System Center Configuration Manager.• Introduced, configured, and documented the process of integrating Apple machines into the environment utilizing the latest CISA standards.

• Responsible for IT communication and management of four diverse sites across multiple states, including IT budgeting, equipment upgrades, and user training.• Responsible for onsite and remote support of sites consisting of over 200 user machines and 16 servers.• Successfully performed remote support for over 100 detached users that consisted of Directors, VPs, Sales, and other users.• Performed on-site training for users that consisted of: Office 365, O365 Profiles, OneDrive, Yammer, iPhones/iPads and Phishing.• Participated in transitioning the company from Office 2010 to O365 cloud services that included: Word, Excel, PowerPoint, OneNote, Sway, Yammer, Delve, OneDrive, and SharePoint.• Created and managed the setup of iPhones, iPads, and Macs. Including creating, editing, and applying restriction profiles to iDevices.• Responsible for managing Active Directory groups, users, policies, and machines.• Monitor and maintain back-ups of on-site servers using Ultrabac, Backup Exec software, and Synology NASs. • Perform Phishing vulnerability targeting, testing and education for the entire company.• Support Citrix users through the use of Citrix Director.• Create base build for servers, desktops, laptops, and ensured consistent deployment using images created with Acronis Snap-Deploy.

• System Administrator for Microsoft Exchange 2007, Active Directory, NextGen and Citrix.• Upheld HIPAA regulations to protect and secure electronic patient health information by training all of the new employees and giving them their initial orientation of our applications.• Imaged countless computers using Symantec Ghost. To quickly configure new machines to be place into production.• Preformed all of the helpdesk duties with minimal assistance while maintain all other systems and responsibilities, including remotely supporting the satellite offices through TightVNC.• Installed, maintained and troubleshot Aruba Wireless Access Points in an environment that used over 25 access points at five different offices covering the Winston-Salem area.• Configured network user accounts, passwords and policies.• Experience with Cisco switches, Cisco routers, Access Points, Cisco VOIP phones, Cisco ASA 5510, Barracuda Web Filter, Active Directory, Remedy, CAT 5 cable, coaxial cable, and fiber.

Provided training and technical assistance to end-users for all automation/communication systems.Maintained positive control, security, and accountability of property valued in excess of $1.5 million. Logged computer trouble tickets during deployment allowing the organization to complete all assigned tasks without hindering productivity and avoiding excessive equipment downtime. Provided technical support to end-users regarding computer hardware and software; installed, tested, certified and troubleshot networking cabling systems. Used Remedy Management System to log requests; monitored progress, tracked problem resolution, identified patterns of failure, researched bug fixes and implemented solutions. Assisted the migration of the Battalions operating system from Vista to Windows 7. Configured network user accounts, passwords and policies.Experience with switches, routers, wireless routers, VOIP phones, firewalls, Active Directory, Remedy, CAT 5 cable, coaxial cable. Installed, maintained, and troubleshot communication equipment and terminal devices in support of an organization with 647 personnel during military training exercises, deployments, and daily operations. Prepared maintenance and supply request for organizational level signal support. Used a variety of hand tools and Test, Measurement, and Diagnostic Equipment (TMDE) to troubleshoot and make minor repairs to communication hardware and network devices. Referred to technical manuals, manufacturer publications, and service bulletins to make uniform repairs.