• Created Tech Ministries in 2011 to provide reasonably priced computer and other technology services• Removed malware and optimized performance on countless computers• Installed networked computer systems• Designed and installed small office networking• Trained individuals and groups in computer and software use• Currently accepting support requests at http://support.techministries.org/

• Challenged level 1 and level 2 staff to reduce and eliminate waste of low-value service offerings resulting in a 25% reduction of hours and improved performance to high-value services• Cultivated a robust team culture that resulted in a shallow 2% attrition rate per year over 9 years• Improved audit readiness of procedural documentation and forms for FDA and commercial sponsor inspections.• Steered fellow technology directors to implement a support model sign-off early in the project pipeline providing documentation to train level 1 Service Desk staff with proper incident and service request support models• Designed and delivered a service KPI metrics package to line management for service review and continuous improvement initiatives• Championed ITIL best practices through the implementation of a new service management system from Ivanti• Trained Application and Engineering teams on new Change Management processes• Delivered majority of Ivanti administration support during the transition and later phases of the implementation project• Reduced 2nd level support burden by resolving nearly double all incidents at Service Desk as compared to all other support teams combined• Turned around negative backlog and resolution time trend post the new service management system implementation, reducing the backlog by 79% and resolution time by 67%• Directed monitoring and support of VMware, Dell, and Windows systems to maintain highly secure and reliable services as needed by the business• Streamlined the delivery of new hire kits to enable service delivery of the highest volume of deployments in company history• Executed weekly approvals of Windows updates via Windows Server Update Services (WSUS), balancing system availability, stability, and security

• Ensured adequate and continual improvement of Service Desk and 2nd level service delivery processes• Mentored and trained intern for the design and implementation of order tracker web application to optimize meeting supply demand at the lowest cost• Trained staff in ITIL framework for improved service delivery• Coordinated 400+ workstation move to the new HQ building during 1 weekend• Worked with building architects and engineers to outfit new Service Desk bull pin with central bench for computer and telephone build and repair• Managed A/V integrator to outfit 20+ conference rooms with state-of-the-art audio and video equipment• Oversaw training and documentation for staff to support new conference room equipment• Oversaw integration of new intelligent building management systems into existing support• Researched and deployed automation tools to reduce the workload and improve the efficiency of Service Desk staff• Shifted support models and procedures from mostly in-house support to virtually all remote support in less than one month as a result of the COVID-19 pandemic

• Managed, delegated, and continued accountability as Service Leader• Advocated for and managed the budget for Service Desk through the project and program updates to C level during regular reviews• Oversaw and approved software and hardware orders for Windows client systems• Implemented Git source control management for code used in automation projects• Assisted engineers with implementation of BitLocker drive encryption on all Windows client systems• Manage RFP and vendor selection for A/V partners to build out conference suit• Oversaw automation of loaner laptop web application• Designed and implemented secure business continuity planning documentation• Ensured end-of-life systems were timely refreshed in line with hardware lifecycle management• Engaged Dell to help design and install turnkey virtualization infrastructure, including redundant network, shared storage, and computing hosts• Implemented the virtualization of remote desktop and purpose-built Windows systems, saving high costs in hardware, space, and utilities• Ensured timely and accurate responses to audit requests for procedural and access logs• Consolidated individual data plans of hotspot devices into a shared pool, saving high costs year over year• Automated audit of 100+ data points between manual inventory records, data discovery from SCCM, and Active Directory to ensure accurate reporting of software and hardware usage

• Oversaw an internal Technology customer service team that maintained, analyzed, troubleshot, and resolved PC hardware and software issues and identified network problems related to PCs• Installed and configured PC software and hardware• Performed PC, phone, and other A/V repairs, upgrades, and replacements as needed• Performed systems administration on various network platforms, including supporting system engineers with maintenance and project activities• Mentored and trained other Service Desk specialists in managing a Windows Active Directory environment• Provided exceptional customer service to internal users (both local and remote) via respectful interactions while providing timely and effective services, working flexible and non-traditional hours as necessary• Managed service requests, incidents, and problem queues• Responded timely to escalations• Contributed to technical documentation in the internal knowledge base to ensure new/updated processes were followed consistently across the Service Desk• Provisioned hardware (workstations, Cisco VoIP telephones, other end-user peripherals) and performed software installations• Performed user administration in a Windows Active Directory environment, including modifying file permissions, group membership, account creation, and account removal.• Supported, implemented, and operated Windows 7, corporate OS deployment (MS SCCM), and Enterprise backup software (NetVault)• Provisioned, configured, and maintained existing and new ESXi hosts for guest remote desktop access.• Installed, configured, maintained, and troubleshot enterprise printers and print servers• Performed regular tape backups for offsite storage and recovery and monitored Enterprise backup systems• Assisted senior engineers in maintaining and administering Windows servers and associated networks (including Group Policies, DNS, DHCP, Exchange, eVault, SharePoint)

• Responsibilities included installing, troubleshooting, securing, and maintaining servers, clusters, storage, and network connectivity• Worked as part of an International Systems Administration team managing a variety of Windows platforms, including all variants of Windows Back-office OS (Windows 2000, 2003, and 2008) • Worked closely with other support groups, developers, DBAs, and project managers to define and implement systems, networks, security, and client access• Installed blades and deployed VMware clients within the ESXi environment• Worked remotely, providing remote support in an enterprise-level environment • Performed operating system and third-party software installation, upgrades, and maintenance• Installed hardware and software in support of Microsoft clusters • Resolved software problems with operating systems and third-party products • Performed file system and database backups/restores (NetBackup)• Organized and managed hardware repairs• Performed patch management using third-party tools, including Shavlik

• Provided consultation and services for networking and Windows servers.• Resolved malware infections and mitigated risk of new infections through training and system maintenance program• Securely decommissioned and environmentally disposed of end-of-life equipment

• Designed and promoted Knowledge Management Return on Investment tool to assist in optimizing business discipline – 178% ROI, over $1,000,000 savings in less than 2 years• Coordinated support groups ensuring all team members resolved service requests to exceed SLA targets• Analyzed process issues for Call Center continuous improvement• Guided authors and knowledge primes across multiple organizations to integrate KM processes into incident and change management• Promoted Level 3 > 2 > 1 > 0 KM discipline within IT and partners• Developed SQL and other relational data reporting projects• Conceived and primed migration of Wiki articles into KNOVA knowledge management tool

• Provided severity one resolution, surpassing SLA targets and receiving the highest customer satisfaction• Administered Windows, Storage, and UNIX (HPUX, Solaris, Linux) enterprise physical and virtualized servers across global data centers• Developed Wiki solution with automated documentation of request resolutions, linking server configurations and vendor contracts• Created Remedy queue management process and macros in support of SLA• Established training schedule to cross-train members of the North America Unix Team• Maintained a secure environment while supporting Nortel’s most sensitive and critical servers• Developed automated tool for capture and maintenance of system alarms; later assisted in migration to HP OpenView

• Hired and managed a highly effective 30+ member regional team• Completed oversight of prominent PC refresh projects• Implemented Document Management System to maintain security while improving quality, performance, and cost of PC refreshes• Guided day-to-day operations for PC deployment and returns• Integrated corporate policies/processes into the existing program• Reduced backlog and financial liability of lease returns• Improved scheduling throughput through automation• Coordinated activities between program office and vendor to successfully refresh 2400 PCs to new hardware in 2 months• Implemented HP and SUN UNIX conversions to Red Hat Enterprise Linux

• Provided local PC Lease Refresh Vendor Management• Primed SMS deployments to all Windows 95 and W2k for the Research Triangle Park area• Primed organization's transition to Remedy • Aligned Remedy with surrounding process requirements• Audited and published global case management metrics• Integrated global processes and tool evolutions into local processes and procedures• Provided and consulted on reports required by Regional Service groups to better manage business• Initiated NetID cleanup and submitted 900+ inactive IPs for database removal, trained CSRs for administrative roles and cleanup• Developed artificial intelligence technique for determining the most likely owner of IP from multiple databases and published to team• Developed right-sizing model for logistics inventory using service level optimization• Developed ESAT web survey and published results to management

• Developed processes to meet contractual service levels for Kodak• Assisted in call center transition from another provider• Documented processes developed around a new incident management system• Supplied Internet consulting to New Product/Service Introduction team• Performed requirements gathering for global call center Interactive Voice Response (IVR), Computer-Telephony Integration (CTI), and Automatic Call Distribution (ACD)• Provided computing and network support to local staff• Represented local customer service team to Kodak client

• Designed and developed metrics package for analysis of services provided by Global Enterprise Services support groups• Developed software tools to increase service provisioning effectiveness• Maintained effective computing systems and network servers for staff• Provided superior technical support for callers to the NT4-Help desk

• Maintained high workstation availability in computing labs• Provided technical support to students for HP-UX OS and application issues

• Responsible for training and scheduling new Co-ops• Designed and developed an online library management system for technical reference books• Automated data collection and publication of mainframe capacity and performance metrics• Reduced 20+ hour task of processing raw data to 0 through automation• Performed account administration on VM and MVS systems