• Lead Technician for End-User Device (EUD) refresh project (May 2023 – present), Working closely with project management team• Created technical documents for workflow processes within the helpdesk team including Knowledge Base Articles and Standard Operating Procedures (SOPs)• Monitor, Respond, and Resolve tickets in the ServiceNow Support queue, within defined SLA to assist customers in a timely manner.• Perform troubleshooting for computer break-fix processes and software upgrades. • Junior Lead for End-User Device (EUD) refresh project (2022 - Early 2023). Working closely with project management team. Surveying over 2000 users within FBCH Main Hospital and 600+ devices at DiLorenzo Pentagon Health Clinic• Worked with the integration of MHS Genesis within FBCH Main Hospital, Deploying and installing hardware.• Trend analyses on historical data and capacity planning related to workforce changes to address ticketing volume • Ensured user accounts and groups were granted correct access and modified permissions per job role within Active Directory and MHS Genesis System.• Configured and Mapped Network Drives and Logon Scripts for users• Assisted with management of ~5000+ Computers within AD verifying security compliance and rectifying, if necessary• Provided Tier 3 Support and performed additional tasks as needed by management

▪ Consolidate data from several sources into a single database for the FDA’s Office of Operations (OO), Office of Finance, Budget, Acquisitions and Planning (OFBAP), and Office of Planning and Evaluation and Risk Management (OPERM)▪ Created an inventory of Food and Drug Administration (FDA) documentation for easy reference; Digitize all documents to electronic records for department document management system▪ Edited documents to organization standards for accessibility and readability.▪ Coordinated with FDA to assist in the maintenance and application of web-based systems, services, and technologies for documentation.

▪ Perform Data Entry and Analysis, IT Technical Support, and Move Logistics Coordination duties. ▪ Managed data entry in the Defense Personal Property System (DPS)to facilitate DoD personnel moves▪ Coordinated Data Corrections with Joint Personal Property Shipping Offices(JPPSO) from military installations across the US to ensure accuracy and integrity of service members/DoD civilian information▪ Troubleshoot and resolve Network, PC, Voice over IP phones, Virtual Private Network (VPN) and software/hardware issues within the Customer Care department for remote users across 6 states and Washington D.C.▪ Coordinate Move Logistics with origin, transportation, and destination service providers for seamless relocation of DoD Personnel

▪ Active Directory Domain Services (ADDS) - Managed user groups and accounts through Vsphere Web Client to maintain access control for the network utilizing Windows Administrative tools (Group Policy) ▪ Vsphere & VMware - Worked in a virtualized network environment to create users and manage permissions through Microsoft Access and ADDS▪ Palo Alto Firewall - Managed security reports for firewall activity & vulnerability detection. Review Security logs, Review VPN logs. Monitor Network Activity, User Activity, Threat Activity & Block Activity. Set up Network Address Translation (NAT) rules, if needed▪ Network User Technical Support - Maintained support for employees, offsite & onsite, through VPN & Remote Desktop Protocol (RDP) for approximately 160+ Users▪ Systems Administration - Created new user profiles through Microsoft Exchange server and maintained documentation for integration into the system ▪ Maintained IT equipment inventory database of approximately 1500+ devices▪ Oversaw contract for Internet service provider installation for Indianapolis corporate location▪ Updated and maintained Disaster Recovery Plans (DRPs) and End-user software installation documentation▪ Trained new employees on IT processes within the company

▪ Analyzed and documented the business process for Cash-on Demand (COD) moves. Interviewed COD team lead and analyzed workflow to develop flow charts to capture move logistics processes. Enabled standardization and optimization of the COD moves pricing estimate process▪ Assisted upper management in audit preparation to ensure quality objectives for documentation of Customer Care Department Guidelines▪ Conducted internet research and analysis in collaborative setting for over 2000 Potential COD Moves resulting in $70,000 of revenue

- Load and unload vehicles containing household goods, office furniture or other goods in a safe and careful manner. - Assist when necessary, in any operation management of the warehouse - Write complete and accurate inventory of household contents, office furniture or other goods when required.