• Analyze and report on key performance data against SLA’s and OLA’s to identify trends and forecasts to continuously improve as needed.• Drive Service Delivery Management, ensuring seamless end-to-end service provision by vendors and partners, guaranteeing adherence to SLAs and stringent quality benchmarks.• Led the rollout of a cutting-edge IT ticketing system (FreshService), orchestrating the migration of assets, vendor relationships, and software contracts, and played a pivotal role in crafting ticket automation using Windows PowerShell.• Manages the acquisition and setup of end-user hardware, ensuring alignment with IT needs while adhering to specified budget constraints.• Establishes best practices through the entire technical support practices while following up with internal customers to identify areas of improvement. • Office365 administrator managing all Microsoft licensing for whole organization. • Directly responsible for overseeing all aspects of IT purchasing for end-user hardware, including procurement, vendor management, and budget allocation.• Oversees the Capital Expenditure budget for IT spending and establishes standardized hardware specifications across the company.• Manages and oversees the Print Sale & Maintenance of all RICOH printer/copiers that are housed on-premises servers and AWS.

• Closely worked with Architecture and Constructions teams to provide support for end-user applications, operating systems, hardware, and peripherals.• Documented issues, access requests, hardware, and software requests in ServiceNow daily to maintain all end-users are fully operational. • AutoCAD license administrator that meets with End-User Computing teams on how/when to apply Revit/AutoCAD hotfixes and updates. • Worked with BIM/VDC Director to track software licenses, iPads, and laptop inventory.• Managed time between chats, emails, and in-person support daily, prioritizing level of importance and communicating support efforts. • Provided explanations for issues that are ongoing to the end-user, so they have a better understanding of processes, resolutions, and timelines. • Managed the updating and implementation of critical design software updates across the Architecture and Construction teams which required coordinating with end users to minimize potential productivity impacts.

• Install, operate, and perform unit maintenance on multi-functional/multi-user information processing systems, peripheral equipment and auxiliary devices. • Transfer data between information processing equipment and systems. • Draft associated technical documentation for program reference and maintenance purposes. • Modify existing application packages using application, and operating system software, appropriate computer language commands and files. • Troubleshoot automation equipment and systems to the degree required for isolation of malfunctions to specific hardware or software.

• Troubleshooting Microsoft Office Issues to include anything related to O365, Exchange, Active Directory and granting users office licenses. • Troubleshooting problems over Google Chrome and Internet Explorer as well as Apple mobile browsers to users on the network and on the Virtual Private Network (VPN). • Ensured all resolutions were accurately tested before letting the user off the line. • Performed first-level diagnosis and troubleshooting support globally to internal users related to several issues. • Part of the Microsoft Evolve IT team, helping co-workers and end users with questions related to anything Microsoft.• Part of the Medtronic Disaster Recovery team supporting users in times of disaster.

• Accomplished task manager, directing team members daily on tasks that need to be completed by their deadlines. • Provided direct support to the Executive Officer and Senior Advisor in preparation for future tasks.• Analyst for the Digital Training Management System (DTMS) as well as the Defense Travel System (DTS).• Primary resource for aerial surveillance systems.• Proficient in troubleshooting and maintaining communications both digitally and voice.• Participated in coordination and implementation of cannon acquisition operations during dispersed operations.• Participated in multiple Combined Arms Live Fire Exercises (CALFEX) with U.S. and Jordanian Armed Forces.• Operated the Joint Capabilities Release (JCR) system.