As a dynamic IT professional, I bring a wealth of experience in steering cutting-edge technology implementations and refining operational processes with a data-centric approach. My comprehensive toolkit encompasses a deep expertise in SharePoint site design, bolstered by meticulous audit and review capabilities. Recognized for my exceptional multitasking acumen, adept time management, and proficient conflict resolution skills, I consistently navigate and adapt within the complexities of shifting tech terrains. My prowess in overseeing technology operations is further enhanced by an unwavering commitment to continuous learning. With a rich tapestry of roles across both government and private sectors, I stand as a testament to versatile IT leadership and a progressive vision.

In this role, I served as the go-to expert for supporting a diverse array of devices, spanning desktops, laptops, tablets, mobile devices, and telephones, significantly amplifying our IT support capabilities. While maintaining a professional atmosphere, I always strived to strike a balance between rapid issue rectification and delivering unparalleled customer service. I took the helm of the IT support queue, meticulously assigning and ranking open issues, which paved the way for enhanced troubleshooting efficiency. With a proficient grasp over hardware, I maintained, diagnosed, and repaired a vast range of devices, from desktops and laptops to printers and their peripherals. I played a pivotal role in deploying workstations, ensuring the process was streamlined and downtime was virtually nonexistent. Furthermore, I actively liaised with staff, setting up timely appointments for computer issue resolutions, guaranteeing swift fixes with minimal operational interruptions.

As a Field Service Technician, I was responsible for performing advanced PC Installs, Moves, Add, Changes, and Decommissions, Refresh, Hardware and Software Break Fix, Network Smarthand support as well as support for Security and VDI. I was recognized for maintaining 90% resolve rate for ITSM tickets, ensuring fast and efficient processes. I would continuously collaborate across departments internally to assist in decreasing colleagues’ workload while also accelerating productivity.

In my tenure as a Tier II Help Desk technician, I was instrumental in efficiently addressing customer requests that came through multiple channels, be it the web portal, email, or phone. Always maintaining a professional and courteous tone during phone interactions, I was not just resolving technical issues but also fortifying customer relations and presenting a favorable image of the organization. I worked closely with the Customer Support Director, the Customer Support team, the MDM Manager, Warehouse Manager, and Client Manager team. Together, we focused on driving strategies to maximize customer satisfaction. Notably, I consistently achieved a swift 2-hour response time for all Accushield tickets, underscoring my dedication to prompt and efficient issue resolution. Eager to always elevate my skill set and contribute more, I actively took part in various training programs.

As an adept Information Technology Specialist, I was entrusted with the crucial responsibility of overseeing the holistic implementation, rigorous monitoring, and meticulous maintenance of a broad spectrum of IT systems. This included everything from network analysis and system administration to ensuring top-tier security, conducting detailed IT audits, managing databases, and overseeing web administration. In addition to my hands-on technical responsibilities, I ventured into technical writing, crafting clear and succinct documentation. I was at the helm of leading investigations and methodically analyzing troubleshooting methods, addressing the IT concerns of over 50 employees daily. A notable accomplishment was my leadership in the deployment of the Dell VRTZ Server for the Triumph Group, a strategic move that directly resulted in a notable 7% reduction in system lag time.

As a Senior Help Desk Associate and Mentor, I not only managed technical challenges but also took on a pivotal role in shaping the performance of my team. I routinely conducted reviews and offered constructive feedback to my team of 7, fostering a cohesive and productive work environment. With an unwavering commitment to upholding the highest standards, I ensured strict adherence to government regulations and standard operating procedures in all our ticket resolutions, reinforcing data security and the integrity of our processes. Managed over 800 user accounts, where I maintained a stellar 98% accuracy rate in resolving trouble tickets. Additionally, I was entrusted with supervising 20 high-value phones, guaranteeing their impeccable performance and secure usage. Serving as the main point of contact for a brigade size element, I catered to the IT needs of a massive 12K-strong personnel contingent. I also played a pivotal role in liaising with case review officers, ensuring their formal findings were meticulously entered into the Army records management system, and managing any written responses or rebuttals when required.

In my role, I spearheaded a proficient team of 10, rendering both Tier 1 and 2 technical and operational support to three battalion-sized elements, collectively encompassing approximately 7K personnel. My domain extended to offering vital IT assistance to 6 signal support offices, where my responsibilities ranged from desktop troubleshooting and comprehensive hardware repairs to the meticulous installation of networking and telephony systems. I innovatively created associate charts, shedding light on individuals of interest, insurgent operational cells, and other potentially dubious activities, seamlessly integrating insights from both open-source media and classified resources. One of the cornerstones of my achievements was flawlessly orchestrating the migration of over 50 email accounts across diverse domains, achieving this feat without any data loss and ensuring that operational continuity remained largely unaffected. In addition, I was charged with the pivotal responsibility of supervising 20 high-end phones, a role where I placed an unwavering emphasis on both their peak performance and iron-clad security measures.

I meticulously managed maintenance requests and supplies essential for unit-level signal support. My commitment to safeguarding sensitive information and assets was evident through the stringent physical security protocols I implemented, my diligent management of cryptographic items, and my unwavering enforcement of information assurance policies in conjunction with standard operating procedures. Among the standout contributions I made, I undertook initiatives that significantly bolstered military-civilian rapport. My tech-savvy approach allowed me to seamlessly migrate over 100 user profiles to the Enterprise Network Server, and in a bid to optimize our infrastructure further, I successfully created 156 new user accounts, all of which played a pivotal role in elevating overall productivity and user satisfaction.

I was responsible for receiving payments from the customers of the Exchange. While at the same time remembering to be vigilant, watchful, and accurate in processing customer assets. I was also in charge of ensuring the security of the stores assets in the cash were always safe.

While volunteering at New Century Hospice I took the pleasure of running errands and being a listening ear for people who did not have family friends to visit.