• Lead a high-performing IT team, fostering a service-first culture through effective communication, resulting in a 20% increase in client satisfaction ratings.• Partner with the IT Director to plan and execute strategic initiatives, aligning key technologies with business goals, contributing to a 35% increase.• Implement an Enterprise Operating System (EOS) within the IT department, establishing clear goals and responsibilities, improving internal communication, and promoting a more collaborative work environment.• Proactively monitor and analyze emerging IT trends through partnerships with advanced MDR and SOC, utilizing strong research and analytical skills to identify and mitigate potential risks, ensuring zero major InfoSec incidents.• Manage relationships with contractors, vendors, and key partners, ensuring successful execution of high-profile engagements, including Fortune 100 clients, and develop a robust framework of 100+ processes supporting all service desk and infrastructure functions.• Responsible for comprehensive IT budget, implementing cost-reduction strategies that result in over 60% savings while improving system capabilities, availability, and security.• Supervise external penetration testing and lead mitigation efforts, ensuring zero high or critical findings for the past three years and implementing all recommended security measures.• Lead the compliance initiative to secure the company’s first enterprise-level certifications (HiTrust and ISO27001) within one year, resulting in a stronger IT foundation and increased client prospects.• Implement innovative solutions like the 3CX SIP phone system and Salesforce, significantly increasing uptime and enhancing operational efficiency and security.• Utilize Jira and Redmine ticketing systems to optimize issue resolution, achieving a 90% first-call resolution rate and reducing backlog by 60%, while launching a Jira knowledge base to empower users with self-help resources and documentation.

• Administered and maintained server infrastructure by managing user accounts, configuring access permissions, and overseeing comprehensive backup systems to ensure robust operational reliability and data integrity.• Provided expert Tier 2 and Tier 3 technical support to resolve complex issues for end-users, including tailored white-glove assistance for C-suite executives, enhancing IT service delivery standards.• Optimized technology deployment strategies by integrating cutting-edge tools and driving initiatives to increase system adoption, improving organizational efficiency and user engagement.• Conducted in-depth vulnerability scans and risk assessments, proactively addressing security gaps to significantly reduce the occurrence of cyber threats and data breaches.• Led the rapid deployment of a fully remote work environment within 48 hours, enabling seamless business continuity during the pandemic with minimal disruption.• Authored and implemented detailed processes and workflows, many of which continue to underpin organizational operations, including the strategic design and execution of comprehensive data archiving systems.

• Delivered exceptional Tier 1 helpdesk support to over 100 users, both in-office and remotely, ensuring quick, efficient resolutions. Maintained and updated a knowledge base with detailed documentation and authored numerous How-To guides for user reference.• Effectively prioritized, triaged, and escalated complex technical issues to specialized teams, facilitating timely and thorough solutions aligned with service level agreements (SLAs).• Performed thorough diagnostics and resolutions for hardware, software, and network issues across Windows and macOS environments. Developed and led training sessions focused on IT best practices and system-specific processes.• Streamlined onboarding for new employees with comprehensive IT orientation, ensuring smooth transitions. Monitored network performance, addressed connectivity issues, and maintained detailed hardware and software inventory records..

• Acted as the primary IT operations manager for a prominent Houston-based accounting firm, supporting over 100 end-users with consistent oversight of business-critical applications and network infrastructure. Maintained high standards in service delivery, and regulatory compliance.• Directed end-to-end cloud migration initiatives, including the successful transition of file storage to Box.com and email to Intermedia. Led network infrastructure upgrades leveraging VMware, RAID configurations, server consolidation to enhance data integrity and efficiency.• Transitioned on-premises domain services to Office 365 for email and applications, integrating Egnyte for seamless cloud-based file storage. Facilitated comprehensive user training to ensure smooth adoption and minimize operational disruptions.• Modernized domain infrastructure by establishing a new Active Directory environment on a Dell PowerEdge server. Executed full data consolidation and migration, providing post-project support to ensure stability and successful adaptation.

• Managed global crude oil logistics across pipelines and vessels, overseeing scheduling, contract administration, and compliance tracking. Analyzed throughput and storage trends and maintained a complex lease schedule for 40,000+ bbls• Implemented Sarbanes-Oxley (SOX) compliance procedures to ensure adherence to financial regulations, minimizing risk and ensuring process transparency across business operations.• Led the successful implementation of Allegro 8.0 logistics database, serving as a subject matter expert in configuration and data integrity. Optimized processes, ensured system accuracy, and delivered comprehensive user training and ongoing support.• Supported Sarbanes-Oxley compliance initiatives by identifying operational risks within the crude supply group, developing mitigation strategies, and creating detailed compliance workflows and documentation.

This position involved a large scale call center. I was responsible for taking incomming calls for techinical support for Yahoo's nationwide DSL service. I would troubleshoot, test, document,close, and escalate calls.

In this position, i was the first line of contact for prospective clients. I would provide real time information regarding loan rates, points, requirements and set expectations. I would work with Experian, Equifax and Transunion to determine loan viability. I would compile all of this information and assist loan originators throughout the process.