Direct, mentor, and build a team of fourteen technical, client-centric individuals through the use of ITIL best practices to ensure an efficient service desk. Streamline strategic and tactical business goals of 60 organizations with IT requirements to build robust, cloud-first systems that allow the organization to be flexible and mobile. This includes using AWS, Google, Azure, Microsoft, Jamf, Okta, and more. Render assistance in creation of internal processes, procedures, and training. Create annual IT roadmaps and budgets to keep track of businesses objectives. Utilize Power BI, Data, and advanced techniques to enable organizations to interpret and utilize prevailing data present in systems. Work with clients to ensure they are compliant with HIPPA, PCI, PII, SOC 2, or any other compliance framework. Develop, lead, and monitor projects for timeliness, budget, completion, and client satisfaction.- Cultivated long-term, trusted relationships with C-suite executives, department heads, and all users.- Minimized costs of organizations by embracing and executing cloud-based technological solutions.- Saved 10% on average for clients by steering a team of 14 individuals in planning, development, and implementation of technologies.- Overhaul outdated IT infrastructure to stable, cost-effective environments.- Mentor, develop, and coach team members to ensure they are nurturing client relationships through personal and strategic 1-on-1 meetings.- Implement multiple server, application, and network technologies such as Auvik, Okta, Intune, Meraki, 1Password, Apple Business Manager, and more.- Successfully managed and implemented 60+ projects across numerous clients from small, local projects to large, national projects.- Assist clients with mergers and acquisitions to ensure a smooth transition and integration of the technology environments.- Manage over 200 technology vendors across 90+ clients.

Managed internal portfolio finances, encompassing leading monthly meetings with Resultant Finance team, forecasting net new projects for account, envisioning ideas from conception to signed SOW, and ensuring collaboration of stakeholders in whole process. Assessed client's company, organizational structure, KPIs/OKRs, strategy, technical capital, HR, and financial concerns while serving as a solution architect. Actively involved in team's problem-solving process to represent team's views to top leaders. Led and trained employees in organization on reflecting their potential qualities. Managed account contracts and contributed to business development activities for specified clients as a key lead. Protected client’s capital by forecasting multiple activities, including product backlog enhancement ideation, solution/technology innovation, cost savings, data products/services, process products/services, future legislative consideration, and competitive velocity/quality reviews.- Coordinated with project managers on all escalation points related to resourcing, solution design and execution, budget, timetable, and cost.- Improved client's business and services/products by offering robust solutions and ideas to the client and attended brainstorming sessions, as well as overcoming obstacles via creative methods.- Secured an average of $1K every month in Microsoft charges to accommodate non-profit clients via grants.- Assist clients with mergers and acquisitions to ensure a smooth transition and integration of the technology environments.- Mentor and develop the Engagement Leads to ensure they are nurturing client relationships through personal and strategic 1-on-1 meetings with them.- Manage over 200 technology vendors across 90+ clients.- Support network, server, and AV infrastructure

In my former role, I provided assigned operational and project commitments to customers according to requirements of Technology Manager as well as coordinated with full client team. I also updated and maintained phone systems, including Cisco, Avaya, VOIP, and Digital. I was in charge of a client's major internal systems, such as email and file sharing. I was in charge of security administration, which included Endpoint Security, Anti-Virus, Anti-Spam, Anti-Spyware, and other cutting-edge security software. I changed domain policies, covering DNS, DHCP, and associated systems. By collaborating with smart teams, I was able to meet consumer requirements.The values driven in this time include the following:- Delivered outstanding customer support by promptly providing exceptional services.- Managed escalated customer support requests, communicated pertinent information, such as criticality and timeliness, and verified escalated issue's acceptance.- Maintained integrity and security of our clients' data, servers, devices, and software to maintain clients' database servers, application servers, and storage systems.- Executed and maintained Remote Access Systems, encompassing VPN, RDS, Citrix, and VMware.- Updated and maintained client documentation and help desk tickets.- Supported network infrastructure such as Fortinet, Meraki, Ubiquiti, and Aruba.

As a Support Specialist, I supported critical infrastructure, such as servers, networking, and cloud environments. I efficiently guided clients and colleagues on hardware and software. I delivered support in managing Microsoft, Dell, and HP technologies. In addition to this, I established and fostered professional relationships with vendors to provide excellent service to company and clients.My notable successes within this role are below: - Strengthened client and colleague relationships utilizing Humble Inquiry - Promptly addressed Tier 2 and Tier 3 escalations by facilitating projects and client interactions while coordinating with Team Leads and Client Service Leads. - Achieved weekly surplus of 20% + additional billable hours by providing project and after-hours service. - Optimized call-answer rate from 60% to 90% by executing new processes for lowering team's workload and offering exceptional user experience.

Here in this role, I directed IT for university's Indianapolis campus for offering services to 300+ students and 20+ faculty/staff members. I planned and managed annual budget in collaboration with campus administration. I actively oversaw activities of student workers and IT peers at associate level. I developed user-friendly documentation on IT rules, technologies, and best practices. I coached and empowered faculty, staff, and students on usage of campus software and hardware. I attended bi-weekly operations meetings. I maintained and supported HP, Cisco, and military-grade simulator technologies. Lastly, I maintained and troubleshot all wired and wireless network equipment, server hardware/software, employee/student computer equipment, security hardware/software, and high-fidelity manikin hardware/software.My accomplishments: - Leveraged Active Directory, SCCM, and GPOs to maintain campus computers. - Successfully led migration to all wireless campuses for students, faculty/staff, and computer labs.

ITERS and ECERS is an evaluation system that assess process quality in an early childhood or school age care group.Responsibilities & Achievements:- Planned and executed a plan with my peers and early childhood professor to gather ITERS and ECERS data on five different day cares. This data was compiled into a database by myself for the ITERS and ECERS analysts to analyze, research, and execute the best course of action to improve the rating of the institutes that data was collected on. The data was also used for grants and sponsorship recognition.- Compile the data that the analysts brought to me in a clean, concise database for anybody to be able to use and maintain.- Create a database that would be able to be easily maintained by future data managers.- Work with the analysts to present the data that was researched to college professors and federal childcare resource worker.

Anderson University is an institute of higher learning and Christian development.Responsibilities & Achievements- Create a free Help Desk ticket system through Gmail that could be used by faculty, staff, and students from anywhere on or off the campus. The ticket system replaced the outdated system of customers calling, emailing, and/or coming into IT reporting their issue and a receptionist creating an email with the issue information.- Work with the network, system administrator, and help desk managers to maintain every IT aspect of the campus.- Support all campus computers and other technology equipment through an IT research method of identify, diagnose, research, and resolve.- Identify the campus technology needs of the campus and work with the IT leadership in planning and executing solutions.- Create and deploy images for multiple computer needs.