Develop, establish, and enforce standard operating procedures (SOPs) for end-user support, onboarding/offboarding, and PC deployment/reclamation, ensuring globally consistent processes across the organization.Lead continuous improvement initiatives using Vertiv Operating System (VOS) principles and automation, optimizing efficiency for end users and service teams.Oversee Level 2 (deskside support) operations, including projects, programs, and day-to-day support for 7 warehouses, remote users, and field technicians.Manage key vendor relationships related to PC support, deployment, printers, and other IT equipment, ensuring seamless delivery of services.Handle business escalations, ensuring timely resolution by assigning appropriate resources to address issues effectively.Mentor and manage staff, including HR responsibilities, to foster team growth and performance.Serve as Project Liaison for all Anderson Projects, and lead multiple multi-million-dollar projects.Proficient in ServiceNow for incident, problem, and change management.

Collaborates with the school’s administrative team to define and shape the strategic technology vision and goals.Oversees the deployment, management, and ongoing support of IT infrastructure, hardware, and systems, ensuring seamless day-to-day operations.Maintains a secure and scalable technology architecture, driving continuous improvements to networks and applications.Diagnoses and resolves network system issues, recommending enhancements for performance and reliability.Partners with all school divisions to develop and implement a comprehensive instructional technology plan.Leads the development and execution of the school’s overall technology plan, aligning with educational and operational objectives.Manages the technology budget, allocating resources and scheduling projects in collaboration with the Director of Finance and Operations.Oversees the inventory and maintenance of all technology assets, ensuring efficient resource utilization.Cultivates strong relationships across the school community, establishing a responsive, customer-focused technology support model.Manages the help desk and work order systems, ensuring high-quality, timely technical support for all school stakeholders.Ensures compliance with all regulatory requirements for data safeguarding and implements best practices to maintain secure systems.Develops and enforces IT policies and procedures to support the school’s goals, while ensuring adherence to relevant regulations and guidelines.Creates and maintains an incident response plan to address and resolve technology-related issues effectively.Collaborates with faculty to support curriculum-related technology integration and innovation.Provides strategic advice and recommendations for the continuous evolution of the school’s technology plan.

Manages data files and control procedures for a network of interconnected computers or a set of microcomputers linked to a central workstation or mainframe.Ensures system security and data integrity by assigning passwords, monitoring resource usage, performing regular backups, and addressing management requests for information.Provides technical guidance and support to less experienced users to ensure smooth operations. Additionally, in the Help Desk Specialist role:Delivers exceptional customer service, providing first-level support and resolution for hardware, software, network, and application issues on both Windows and iOS platforms.Troubleshoots and resolves client-reported issues using available resources and expertise.Acts as a liaison between clients and internal support teams, ensuring accurate communication and efficient problem resolution.Maintains consistent communication with clients throughout the resolution process to ensure clarity and satisfaction.Completes training and development programs to enhance support capabilities and improve service to clients.Continuously develops and updates knowledge of Help Desk-supported products and services.Expands troubleshooting skills by utilizing available Help Desk tools and resources to resolve issues effectively.

Design, deliver, and instruct the computer technology curriculum.Develop and implement lesson plans, assign tasks, and assess student work and progress.Create and update course syllabi, evaluate student performance, and provide guidance and motivation.Foster a safe, effective, and ethical learning environment.Exercise professional discretion and judgment in managing students within the classroom.Perform additional duties as assigned related to the role.

Develop, implement, and review effective teaching and learning processes, incorporating appropriate methodology, technology, and other tools.Remain current in discipline and update course content when appropriate to reflect the current levels of knowledge in discipline.Participate in New Student Orientation prior to each semester.Participate in recruiting instances, such as Open House and High School visitations.Work closely with faculty on the design and development of online and hybrid course materialsDesign and implement training on best practices associated with the use of technology to meet course learning outcomesCourses taught include Digital info tech, Cyber Security Essentials, Database security, Security + Certification prep

Install, configure, and maintain computer workstations, software, hardware, and related equipment.Manage network administration in both local and wide area network environments.Provide support for help desk inquiries, resolving routine technical issues.Assist with updates and modifications to operating systems and utility software.Support Senior Specialists with the installation and configuration of files and servers across multi-platform local and wide area networks.Utilize the ServiceNow platform for issue tracking and support.

Information Technology Specialists have the great responsibility of maintaining, processing and troubleshooting military computer systems and operations.Installs, operates, and performs unit maintenance on multi-functional/multi-user information processing systems and peripheral equipment and auxiliary devices. Performs input/ output data control and bulk data storage operations. Transfers data between information processing equipment and systems

Provides technical assistance and support for incoming queries and issues related to computer systems, software and hardware. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source the problem. Handles problem recognition, research, isolation, resolution and followup for routine user problem. Identifies the escalation path, and refers more complex problems to supervisor or technical staff. Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Follows up after repairs to insure good customer service. Prepares standard statistical reports, such as help desk incident reports. Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. Calls software and hardware vendors to request service regarding defective products. Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. Writes software and hardware evaluation and recommendation for management review. Train employees on technology related topics such as software and hardware. This includes writing training documentation for internal and external employees. Installs computers, software, and peripheral equipment. Relocates equipment when needed.

Only member of the IT team for a small branch of Allstate located in Newnan, GA. My main focus was to fix I.T errors that occur in the day to day operations of running a business. This included Allstate specific Software, Hardware issues and Printer issues.

The Main Focus of my job was on sales opportunities. Drive retention through superior customer service and deep product knowledge. This I achieved through effective consultations, advanced problem solving, retention process adoption, business planning and marketing strategies.