Led IT teams and resources for 10 offices across the Pacific Northwest and Alaska, including managing office IT budgets and planning.• Raised customer satisfaction for regional offices by strengthening relationships and business alignment.• Transitioned offices from locally initiated support requests to ITIL-based centralized service desk system, resulting improved efficiency and lower total cost of support. • Managed, designed, and implemented solutions for multiple high-profile, high-value client projects with unique IT support challenges and confidentiality requirements, enabling new or improved operations.• Collaborated with IT teams at multiple sites across US, migrating systems domains after company acquisitions.• Acted as Project Manager, planning and orchestrating office moves, reconfigurations, mobilization and demobilization, audio and video systems, server and infrastructure upgrades, and security system changes.• Served on committees, including IT standards and exceptions, operational continuous improvement, emergency first responders, diversity groups, positive mental health champions, and local office leadership, adding value to office and workplace culture. • Partnered with local IT and remote resources, transitioning Portland-area employees to remote work due to pandemic office closures by preparing and assigning laptops and training on new procedures.

Delivered remote and onsite support for offices across US as primary point of contact for 450 internal customers.• Mitigated systems downtime through quick response and communication and vendor management, traveling to sites for direct, in person support. • Collaborated with IT teams, moving, reconfiguring, upgrading, and setting up project, satellite, and primary offices for up to 120 staff members in each location, reducing IT staffing needs and costs.• Managed and coordinated upgrades of phone systems to Cisco VOIP systems, and servers to VMWare virtual environments, migration to Azure, and other changes to IT systems and infrastructure, ultimately reducing IT costs while providing greater functionality for customers. • Supplied IT infrastructure and support for high-profile, high-value client transportation initiatives, customizing IT systems and solutions to enable and improve desired workflow.• Worked with business-side managers, correcting support deficiencies in challenging project environments.

Contract through Teksystems from March 2001-June 2002. Direct hire in June 2002. • Provided help desk support for all city employees on usage and break/fix issues for issues with varied platforms and technologies including public safety radio computers, mainframe applications, and Windows and Apple systems.• Provided training for and managed rollout of Blackberry devices for more than 300 public safety and other city employees. • Provided support documentation for knowledge sharing.Promoted to Desktop Support• Assigned as primary IT support for Mayor and Council offices. • As part of weekly rotation, provided 24x7 on-call support for police and fire departments and 911 call center. • Staffed the Emergency Management office during events and ensured hot backup 911 call center was maintained in a ready state. • Worked with all city staff on evacuee intake during Hurricane Katrina to provide for IT needs and assist citizens with shelter, housing, and job placement. Promoted to Project Management Office Coordinator • Trained IT Project Management Office staff on new status reporting tool and implemented its use, replacing individual document-based reports. • Worked with project managers and business analysts to develop and document standards for the PMO to streamline functions. • Gathered and reported metrics, documentation, and feedback and coordinated all PMO activities.