Managed and oversaw training for an on-site desktop support team of 6+ staff located at offices across the US. With daily responsibilities that included asset management, desk side, and remote support. While supporting a global staff of 2500, this team consistently exceeded their ticket resolution SLAs while keeping customer satisfaction above 90%.Along with the support team, I assisted with all support tasks including creating user and mail accounts, applying o365 licensing, and assigning groups.Performed role as Incident Manager during US core hours. Responsible for organizing and managing the incident response team for major incidents involving critical IT applications and services, helping identify the problem and minimize downtime.Cultivated positive relationships with our North American businesses and offices by holding regular meetings with key stakeholders to gather feedback and ensure the IT needs of the business are met.Oversaw Supplier Management for North America creating and managing relationships with key suppliers of equipment and services. Negotiated favorable costs for service agreements and contracts along with a continuous review of agreements for relevance and value.Organized, sourced, and managed the installation of IT Infrastructure including internet circuits, network cabinets, firewall and LAN config, data cabling, door access, AV Town hall, conference room technology, and workstation setups for 12 offices located throughout North America while staying under budget and meeting all Go-Live deadlines.

Built and provisioned on-prem physical, and virtual servers, including VMware hosts using Dell DRAC and VMware vSphere tools in support of standard upgrades and new application implementations.Monitored and managed 1000+ physical and virtual servers spanning 3 data centers performing upgrades, patching and physical maintenance to ensure the highest system uptime.Created a highly customized upgrade process entirely in-house using Altiris Deployment Server, SQL, Ghost, and network shares that automated the upgrade of over 2500 Windows XP computers to Windows 7 including backup that saved countless technician hours with a success rate of nearly 100%.Successfully led and managed a project to roll out Dell Data Protection Encryption, including build, testing, and creating user documentation deploying to over 6000 Windows and Mac computers throughout campus and medical practices to ensure critical and HIPPA-protected data was secured.Responsible for implementing and managing all data encryption (FileVault/Bitlocker), antivirus, CMDB, software deployment, OS patching, and KMS licensing servers across the enterprise.Helped manage our Jamf environment including policies and self-service app deployment allowing the organization to control and manage the university and medical practices fleet of Apple Mac computers.Provided high-quality Apple Mac executive support to VIPs in the organization including Sidney Kimmel Medical College and Cancer Center ensuring a top-notch user experience.Trained and mentored new system admins and support technicians during onboarding to prepare and guide them to successfully perform their job duties.Managed and maintained the University's web-based (Linux) research storage system JeffShare.Managed and maintained Windows Print Servers including F5 load balancing for the campus and medical practices.Created and managed security groups, group policies, DFS shares and server DNS records.