• Implement and manage company-wide IT systems, including the successful deployment of Zendesk as the first internal ticketing system, streamlining support processes and improving response times.• Establish and optimize global IT procurement channels, supporting the company's expansion into Europe and ensuring efficient, cost-effective technology acquisition.• Enhance organizational security posture by implementing and maintaining automatic OS updates for all managed company endpoints, significantly reducing vulnerability risks.• Drive digital transformation of key business processes, automating manual tasks and improving operational efficiency across multiple departments.• Develop and maintain strategic relationships with key stakeholders, effectively advocating for technology investments to support the company's rapid growth and evolving needs.• Cultivate a positive perception of the Technology Team through improved communication and service delivery, contributing to team growth and increased departmental budget.• Manage and troubleshoot hardware/software problems, diagnosing network/telecom connectivity issues to ensure minimal downtime.• Oversee user account management for all business applications, maintaining security and access control.• Monitor network and server performance, proactively resolving performance/capacity issues to maintain optimal system operation.• Collaborate with vendors and service providers to ensure cost-effective and high-performance IT solutions.• Develop and maintain IT policies and procedures, including disaster recovery, backup, and data information security protocols.• Support employees across a global IT landscape, including corporate, retail, and international offices.• Participate in IT initiatives and provide recommendations for supporting future systems and projects, aligning technology strategy with business goals.

• Oversaw the development and execution of a robust data security strategy that adhered to HIPAA regulations and other relevant laws.• Conducted monthly company-wide training sessions on Google Workspace.• Monitored and responded to cybersecurity alerts, preventing potential breaches and maintaining system integrity.• Provided internal IT support, resolving complex technical issues for over 100 employees.• Maintained internal IT documentation, tracking licensing counts, and employee compliance training.• Documented procedures and created technical training materials for onboarding new team members.Programs used in role: JAMF Pro, Apple Business Manager, Microsoft Endpoint Manager, M365 Admin, JumpCloud, BitDefender, Tenable, Google Workspace, Google Admin, Zendesk, PowerShell, JIRA, Basecamp

• Provided technical troubleshooting through phone, email, and live chat, supporting over 500 patients, clients, and partners.• Flashed, imaged, and built software on VR headsets for AppliedVR’s patients, care providers, and research partners.• Led remote software updates and quality check projects, improving measured device performance by 50%.• Detailed bug reporting and correspondence with the Engineering and Product divisions, reducing bug resolution time by 30%.Tools, programs, and platforms used in role: Zendesk, PowerShell, JIRA, QFIL, Basecamp, Monday, Trello, Android, iOS, Windows, MacOS, Google Work, Microsoft Office

• Served as a Subject Matter Expert on Microsoft Azure Stack, including IaaS, PaaS, DevOps, Data, and Azure Information Technology Systems.• Developed in-depth knowledge of Azure services, best practices, and emerging trends to support client needs.• Collaborated with cross-functional teams to align Azure solutions with business objectives and IT strategies.• Conducted technical assessments and provided recommendations for optimizing cloud infrastructure and costs.

• Directed backend service area, ensuring the Apple support experience exceeded stakeholder expectations.• Led and mentored a team of 10 repair technicians, maintaining a 99% on-time repair completion rate and improving customer satisfaction by over 10% during tenure.• Analyzed Net Promoter Score (NPS) data and customer feedback to identify trends and develop strategies for enhancing the overall customer experience.• Collaborated with senior leadership to implement data-driven solutions, improving store performance metrics and customer engagement.• Piloted experimental programs based on customer insights, contributing to continuous improvement of service delivery and customer satisfaction.• Demonstrated exceptional technical and customer service skills, consistently achieving top performance ratings.