• Lead strategic support initiatives to align digital workplace technology with business goals, focusing on end-user experience and proactive engagement across a global, distributed workforce.• Oversee deployment, management, and optimization of endpoint devices and collaboration tools, including recent upgrades to Cisco Room Bar Pro for seamless event support across Teams, Zoom, and WebEx platforms in our conference rooms.• Drive a culture of innovation and improvement by staying updated with industry trends and integrating forward-thinking technology solutions, enhancing productivity and efficiency for both in-office and remote employees.• Manage vendor relationships and a multi-million dollar IT budget to ensure effective resource allocation for hardware, software, and cloud services, including Azure and Nexthink for Digital Employee Experience (DEX) management.• Build, mentor, and lead a high-performing helpdesk team, ensuring 24x7 support aligned with ITIL standards and follow-the-sun model, while collaborating with global stakeholders to meet evolving organizational needs.

• Directed client support operations, implementing a comprehensive overhaul of the ticketing system to align with ITIL principles, enhancing service consistency and response quality.• Developed streamlined processes that increased team efficiency, reduced response times, and fostered a culture of ownership and accountability among support staff.• Led the creation and deployment of extensive manuals and knowledge base articles, ensuring efficient handling of critical system issues and empowering the team with ready access to resources.• Established a cross-training program across technical departments, promoting information sharing and increasing team visibility on new systems and technologies.• Defined project goals, milestones, and metrics, utilizing real-time data collection and analysis to support proactive decision-making and mitigate risks, driving a more strategic approach to client support.

• Provided high-quality IT support to customers, specializing in ESRI’s mobile mapping products, including ArcPad and ArcPad Studio, to resolve technical issues efficiently and improve user experience.• Served as a key resource for end-users by troubleshooting complex software and hardware issues, offering technical solutions that enhanced product usability and reliability.• Conducted testing on mobile software and related hardware to assess performance and identify areas for improvement, working closely with development teams to recommend software enhancements. • Managed and optimized customer databases, ensuring accurate data management and access while maintaining high standards of data integrity to support effective client interactions.• Played an active role in fostering a customer-centric culture by leveraging internal resources and technology to deliver added value to clients.

• Led GIS initiatives for the Texas State Army National Guard, managing projects from concept through implementation to support strategic planning and data-driven decision-making.• Utilized the SDSFIC data model to develop a comprehensive master plan, integrating critical GIS data to enhance spatial analysis and resource allocation.• Coordinated project timelines, objectives, and deliverables, ensuring alignment with organizational goals while maintaining clear communication with stakeholders.• Collaborated with cross-functional teams to provide innovative GIS solutions, leveraging project management skills to oversee the full lifecycle of GIS implementations.• Provided technical guidance on data management, ensuring accuracy and consistency across GIS databases to support reliable, actionable insights.