-Spearheads a cross-functional team of 15 employees (customer service desk, IT operations, engineering, and security) to operate a classified network within the U.S. Department of the Treasury; successfully grew platform usage by 20% per year-Collaborate with external stakeholders and senior-level leadership on strategic vision and growth, OKRs, communications, customer feedback, vendor coordination, and change management-Manages multiple projects simultaneously, and ensures all deliverables and success metrics are achieved in accordance with 37 reporting deliverables and KPIs-Coaches individuals via one-on-one meetings to identify opportunities for growth-Drives the preparation for NIST audits, FISMA, and FedRAMP compliance, ensuring all teams are aligned with security protocols and ready for regulatory assessments

- Facilitated process improvement using ITIL methodology and executive dashboards to expand employee productivity with multiple IT applications required for completing job duties- Achieved 35% outage reduction by leading site reliability improvements through implementing Splunk and SolarWinds monitoring, building new automated workflows, and creating new written procedures- Oversaw multi-disciplinary 5-person team to roadmap, build, and perform testing and execution of enterprise private cloud platform and Citrix virtual environment; introduced 17 new features, prioritized and resolved 20 bug fixes- Received promotion to Program Manager

- Designed and built Windows infrastructure on AWS (IaaS and SaaS platforms) for a $25MM big-data and analysis product; utilized AWS EC2, S3, IAM, and Security Groups to manage/ monitor cloud environment- Developed SharePoint website to convey information on an organization’s continuous improvement to acquisition and procurement strategy- Designed and tested a custom ServiceNow product, measured by over 100 completed user stories in an Agile/Scrum process, resulting in successful release of sales software (SaaS) platform to customers-Performed server security hardening to meet DISA STIG standards-Improved hardware inventory management via Excel spreadsheets and Visio diagrams

Role: IT Procurement Analyst-Developed a Sharepoint site to convey information on acquisition strategy stemming from FITARA legislationRole: Technical Analyst and ServiceNow Tester-Analyzed standard operating procedures and user guides to create ServiceNow-based Accounts Receivable Tracker on a team of seven.-Led efforts in writing of a seven-part deliverable for client, including analyzing user documents, translating information into concise flow diagrams, and presenting data in a professional and meaningful way.-Designed "As-is" and "To-Be" business flow diagrams using Microsoft Visio.-Created and organized stories, sprints, and test cases as part of an Agile project management strategy to test ServiceNow platform.

-Planning strategic deployment of new technologies for staff and research projects-Ensuring data security and integrity by developing redundant data backup plans with encryption-Providing end-user support to faculty and staff members across a wide range of operating systems and platforms-Developing documentation of new procedures, software, and troubleshooting procedures to enhance faculty and staff knowledge of information systems-Tracking customer support needs via Footprints -Designing conference room technology systems that align with departments’ needs and budget

-Analyzed and re-designed company websites-Improved customer outreach using Constant Contact marketing platform, leading to 20 percent growth in website visits-Developed new logos and branding for company website, utilizing Adobe Creative Suite-Troubleshot issues pertaining to websites, Windows file server, and LAN systems-Provided internal IT support in the office environment

-Provided end-user support to students and faculty with all University-provided technology services-Performed advanced connection troubleshooting and malware removal on personal computers-Tracked work requests and escalated issues using Footprints ticketing system

-Created web pages for University using Red Dot Content Management Systems (CMS)-Performed testing on existing University web pages-Tested Red Dot CMS on Windows and Mac platforms using various internet browsers-Created and managed website files and images with Adobe Dreamweaver and Photoshop-Contributed vocally in focus groups aimed to improve website efficiency and design effective mobile website