Project Manager overseeing the Cyber and Support Center Teams

Service Desk Lead/Manager - Austin, TX• Manage over 100+ Analysts, over three separate contract teams• Operations Management• Workforce management• Responsible for HR Functions• Time & Attendance review (daily/weekly)• Coaching and Mentoring• Training• Onboarding and Offboarding Employees• Reporting• Annual and Quarterly Performance bonus reviews• Citrix and AD support• Remedy Ticketing System• Knowledge Base use and review/editing• Tier 2 Escalation Support• Responsible for Customer Meetings and Client Presentations• Vendor Support and Liaison• Hardware Manager• SharePoint Admin• Budget Analysis • Assisted with revamping the Training Process and retraining the Trainers on the new material and syllabus creation

Working on an IRS Contract assisting with Cloud Services. Additionally, providing Level 1 Support for a multitude of customers (Moet, OECD, Pfizer, etc.). Some of the required tasks are: Patching of environments 2+ times a month, providing Level 1 Engineering Support, assigning customer incidents that we may not handle, and creating documentation of required tasks for new customers.Environments used: Linux - Suse, API Gateway, Sentinel, ServiceNow, Jive.Clearance: Public Trust

Provide support to Immigration and Customs Enforcement end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.• Manage network and application outages for DHS and ICE.• Coordinated with ICE NOC, DHS NOC and local service providers to restore network outages.• Provided encryption support to ICE users.• Handled special operations tickets and acted as a point of contact for field agents.Clearance: Public Trust

Sales Regeneration - Discounts and Promotions

To assist both students and professors with login issues, course issues, etc.

Handing out paychecks, sales returns, sales, Money Orders, answering phones.