Provided technical guidance to clients in education, healthcare, and other sectors. Analyzed clients’ operations to determine technical needs and identify areas for improvement. Planned and executed customized technical projects, including migrations and solution deployments. Maintained functional and secure environments for CAG and contracted support entities. Led a team of 3.✔ Deployed Azure Active Directory to multiple institutions to bolster security posture, improve device management, facilitate regulatory compliance, and decrease onboarding / offboarding time per user and device.✔ Automated and expedited penetration testing, reducing project delivery time by nearly 2 weeks and substantially lowering labor hours.✔ Established formal policy and procedures for penetration testing, communication, and deployment, embedding a replicable system.✔ Led disaster recovery efforts for healthcare institutions following a tornado, enabling business continuity.✔ Delivered ACD optimization for multiple clients, mitigating wait times significantly.

Provided IT field engineering services for 30+ nursing homes across Texas, handling outages, maintenance, and repairs. Managed technical inventory and conducted quarterly inspections at facilities. Expeditiously resolved escalated high-priority issues from facility directors, department heads, and other leaders. Trained and mentored fellow field technicians.✔ Demonstrated exceptional planning and organizational skills while leading IT transition and acquisition of 70+ facilities over 2-year period of accelerated business growth. ✔ Played key role in enabling Ensign to grow from multimillion- to multibillion-dollar institution by interfacing with dozens of teams and leadership to perfect and simplify conversion and onboarding process.✔ Collaborated with vendors to perform technology deployments, resolve outages, and conduct upgrades. ✔ Developed training and related documentation for new employees on technical procedures and practices.✔ Bolstered end-user awareness of and practices against social engineering and HIPPA violations by initiating cybersecurity projects with instructional scenarios and impromptu tests.

Delivered technical support for up to 12 real estate clients daily via phone, email, and remote desktop, leveraging underwriting software. Troubleshot, backed up, migrated, and updated clients’ SQL software. Illuminated and reported software bugs to the development team. Trained new hires on processes and procedures.✔ Produced tailored documents for clients that populated fields from their SQL database for legal document updates and changes. ✔ Created concise technical guides in collaboration with the support team to efficiently onboard new staff.✔ Contributed to implementation of Salesforce CRM, unifying interoffice communication and creating 1st-level documentation from support threads. Improved ticketing system and enhanced customer responses to elevate customer service and satisfaction.

Promoted to facilitate the transition from disparate systems to a single EHR solution (Eclipsys). Provided technical support for the system and triaged escalated high-priority issues to appropriate departments for resolution. Coordinated system patches and backup. Managed development, production, and test environments for the system.✔ Established training environment, completely revamping prior materials and developing new training scenarios based on requests from Education Council and Leadership Council.✔ Implemented enterprise-wide notification system, delivering notifications based on user and computer location, needs, and functions. ✔ Delivered technical support during go-live for Eclipsys at DFW facilities, enabling the hospital to smoothly adopt a new system.✔ Maintained system functionality and availability by providing proactive support, including using Citrix, monitoring loads, and rapidly resolving software/hardware issues.