● 80% of problems resolved on initial submission from customer through expert IT problem solving abilities● Increased productivity through leveraging Scrum and Kanban to boost team and cross departmental agility● Enhanced service desk operations, resulting in the highest customer satisfaction ratings in the department's history● Achieved 99% customer satisfaction through superior IT support for approximately 300 users, 300 workstations, and 200 mobile devices spanning two Air Force network enclaves ● Established ITIL procedures, creating and managing a repository of 300+ SOPs and FAQs to meet internal and external user needs● Spearheaded multiple service desk IT projects to include workstation lifecycle management, BUEM integration, mobile device rollout leading to executive stakeholder satisfaction and improved CPARS ● Managed IT support of several user events to include weekly staff meetings and yearly conferences resulting in minimal downtime● Mitigated 42,000 vulnerabilities from the Air Force Network in 2024 through STIGs, ACAS, and IAVA management● Video Teleconference support and troubleshooting ● Ticket creation and resolution via Remedy software● Network/VPN troubleshooting and virtual machine monitoring ● Mobile device management with Apple business manager and Blackberry unified endpoint manager

● Global support for the Navy Marine Corps Internet (NMCI)● Complying with and exceeding call handling and response times according to Navy policies● Updated account entries via Windows Powershell commands● Account activation and Common Access Card (CAC) alignment through Active Directory● Extensive experience with Public Key Infrastructure (PKI)● Qualified to make server-side changes using file server management (FSM)● Setup of Azure Virtual Desktop (AVD) environments for NMCI users to work remotely● Ticket submission, updating, resolution, or escalation through HP service manager

Cable/hardware installation, SAT/NAV troubleshooting, fiber network installation and testing, CNC machine hardware interfacing and software troubleshooting.