• Collaborate with leadership on business development and strategic decision-making• Serve as a key member of the internal standardization committee.• Oversee project management, including scope definition, timeline coordination, and successful delivery.• Provide expert-level support as the final escalation point for technical requests• Train, mentor technical staff, promoting adherence to best practices & operational excellence.• Achieved 100% DMARC compliance across the managed client portfolio, enhancing email security.• Designed and implemented a comprehensive security baseline for Microsoft 365/Entra ID environments.• Lead standardization initiatives for recurring managed service responsibilities and tracking processes.• Champion internal security best practices.• Create and maintained detailed standard operating procedures to streamline service delivery and improve response times.

• Advanced to a Lead role, demonstrating leadership and technical expertise.• Collaborated with management on strategic decisions, serving as a technical SME.• Conducted project analysis, defined objectives, and developed detailed labor estimates.• Coordinated project timelines and aligned expectations with clients and stakeholders.• Lead and executed technical projects across all complexity levels, ensuring successful completion of goals.• Oversaw internal infrastructure, including virtualization, Microsoft 365, and VoIP systems.• Served as the highest-level escalation point for resolving advanced technical service requests.• Mentored technicians and provided guidance to the service department.• Optimized IT processes to enhance efficiency and address service department requirements.• Delivered responsive, high-quality support for managed and break-fix clients with a wide range of technical needs.• Administered and worked with technologies such as Windows Server, Active Directory, VMware ESXi, Microsoft 365, Azure, Entra ID, SonicWall, and more.• Performed after-hours incident response and conducted forensic analysis to mitigate critical issues.

Advocate for technical solutions to clients, and perform work punctually. Proactively communicate with clients, and maintain professionalism during interactions.

• Enabled business critical software by reviewing and accrediting risk, in accordance with HITRUST and SOC standards.• Optimized administrative task automation by rewriting PowerShell scripts, reducing file sizes through the elimination of redundancies.• Analyzed and categorized HITRUST audit findings, enabling targeted and prioritized remediation efforts.• Served as an SME on a Lean process improvement workshop, driving enhancements to core business operations.

• Performed multi-site, organizational hardware/software upgrade from Windows 7 to Windows 10, including comprehensive end-user training to ensure a seamless transition.• Architected Active Directory redesign to implement Role-Based Access Control in the business.• Championed proper SSL and security practices, including the development and management of an internal Public Key Infrastructure (PKI) for business-critical applications.

▪ Provided high-level support to end-users and technical support to labs; Lab equipment included 24+ Cisco routers and switches, and 100+ Windows 10 systems.▪ Gained increasingly technical roles, such as web development, deploying a new industrial systems lab, and system administration roles within ESXi, Windows Server 2016R2, and HP networking systems (i.e. VLANs, trunking, etc.).▪ Oversaw Active Directory (i.e. file shares, user accounts, backups, and hardware), provisioned 18 virtual machines in Hyper-V for lab use, and architected an entire mixed-security VM environment for extracurricular cybersecurity groups.

Advocated for controls for discrepancies in submitted forms and documentation, including end-user outreach and education, as well as fighting complacency of co-workers in an effort to uphold a smooth and efficient document process.▪ Process purchase requisitions. ▪ Generate purchase orders in QuickBooks.▪ Code financial documents.

Entrusted with store-front operations, responsible for opening, providing services, and closing. Technical services varied widely, from simple consulting, to software troubleshooting, to hardware diagnostics and repairs. Operating in a customer-facing and also a technical role required expert judgement, patience, and professionalism, as well as technical prowess and an improvisational problem-solving mentality.▪ Provide hardware and software support to clients.▪ Diagnose and repair physical hardware issues.▪ Manage store-front operations / opening, closing.

▪ Install & repair hardware, software, and equipment.▪ Provide end-to-end support for clients.▪ Assist in installing and configuring CCTV systems.