Provided coaching and development opportunities for staff by focusing on enhancing their project management and customer success skills, thereby fostering professional growth and team effectiveness.Designed and implemented an onboarding process for new customers, resulting in a significant reduction in deployment time from 3 months to just 30-45 days, enhancing efficiency and client satisfaction.Developed comprehensive customer deployment documentation by leveraging expertise in Critical Insight's product suite, including Azure, AWS, Endpoints, and Network monitoring and employing clear, user-friendly language. Ensured successful self-service deployment by customers, enhancing product adoption and customer satisfaction.Served as the primary escalation point, applying technical knowledge and problem-solving skills to troubleshoot customer configurations and setups across all products, including direct communication and remote diagnostic techniques. Significantly reduced downtime and enhanced customer trust, ensuring high levels of product reliability and customer satisfaction.

Collaborated closely with customers to identify their requirements and expectations. Through in-depth discussions and requirement-gathering sessions, active listening and technical expertise are employed to understand and document their needs fully. Tailored solutions that precisely met customer needs, leading to enhanced satisfaction and stronger, more productive relationships.

Acted as an IT Consultant for small businesses to establish their technology infrastructure. By conducting needs assessments and designing tailored technology solutions that included servers, point-of-sale (POS) systems, inventory management, and purchasing processes, employing a hands-on approach to implementation and configuration. Enabled businesses to streamline operations, improve inventory accuracy, and enhance sales processing capabilities, contributing to operational efficiency and growth.

Oversaw a dedicated IT Server team of 9 professionals maintaining an extensive server infrastructure. By providing leadership, strategic direction, and technical guidance on managing and optimizing over 400 servers across VMWare ESX 5.5, Windows 2008/2012, and AIX platforms. Implemented best practices in server management, encouraged continuous learning, and fostered a collaborative team environment. Achieved optimal server performance, reliability, and security, significantly reducing system downtime and enhancing the organization's operational efficiency.Spearheaded the IT incident management process, reducing system downtime by 30% through the development and implementation of a proactive incident response strategy by creating incident playbooks and processes that prioritized critical system issues, enhanced communication protocols, and streamlined collaboration across IT teams. Spearheaded a suite of critical IT projects and technical activities across various sites, underpinning multi-million dollar programs.Through strategic planning, cross-functional team leadership, and meticulous oversight of project lifecycles, successfully executed major initiatives including a VMWare upgrade, server and datacenter migrations, and ensuring NERC v3 compliance. Delivered these projects on time and within budget, significantly enhancing IT infrastructure efficiency, security, and regulatory compliance, thereby supporting the organization's strategic goals and operational continuity.

Directed the Datacenter Infrastructure Group, a diverse team of 14 professionals spanning Server, Storage, and AIX disciplines. By cultivating a unified vision and fostering collaboration among specialized teams, implemented strategic planning, resource management, and continuous improvement practices to optimize operations. Successfully improve the datacenter's operational efficiency, resilience, and scalability, ensuring support for the organization's critical IT functions and initiatives.Co-led the construction of a new N+2 datacenter in Bothell as Co-Project Manager, managing a budget exceeding $10 million. By collaborating closely with cross-functional teams, vendors, and stakeholders, employing rigorous project management methodologies to oversee every aspect of the build, from initial design to final implementation, while effectively managing resources to stay within budget.

Excelled as both an individual contributor and a team leader, overseeing a specialized team of 6 to 8 professionals dedicated to managing Windows servers and VMWare systems. By balancing hands-on technical tasks with leadership responsibilities, I cultivated a culture of excellence, facilitated knowledge sharing, and steered the team toward achieving key operational goals. Implemented regular training sessions and promoted best practices in server management and virtualization.Successfully transitioned 60% of the organization's computing environment from physical hardware to a virtualized infrastructure using VMWare. By strategically planning and executing a phased migration approach, conducting comprehensive compatibility and performance testing, and providing training and support to IT staff to ensure a smooth transition. This drastically reduced physical infrastructure costs, improved system scalability and resilience, and positioned the organization to manage its IT resources more efficiently and respond to future technology changes.Collaborated with various IT teams to establish unified standards, processes, and compliance protocols, specifically addressing NERC and SOX regulations. Through cross-team workshops, shared research, and benchmarking against industry best practices, developed comprehensive guidelines and procedures. Successfully implemented a cohesive framework that met and often exceeded NERC and SOX compliance requirements, significantly reducing the risk of non-compliance penalties and enhancing overall organizational security posture.

Systems Analyst (SAIC bought BIS in 1999 – same position held)Assisted in the planning, evaluation, implementation, and delivery of server systems for Corporate and Contract supports. Worked on contracts at the IRS, Air Force One Support Systems, and Goddard Space Flight Center. Also supported Windows and Apple desktops for President, CFO and HR at Goddard.

Systems Analyst (SAIC bought BIS in 1999 – same position held)Assisted in the planning, evaluation, implementation, and delivery of server systems for Corporate and Contract support. Worked on contracts at the IRS, Air Force One Support Systems, and Goddard Space Flight Center. Also supported Windows and Apple desktops for President, CFO and HR at Goddard.

Sole IT support for forty agent office. Maintained all hardware and software. Provided recommendations on upgrades and implementation of new systems and set up of branch offices.

Helpdesk support and trainer of a software package for Copy Machine dealers. System included copy counts, general ledger, payroll, and machine maintenance. When not in office providing trouble shooting and general support, traveled to new customer sites to site up and deploy PCs/Server system. Also trained customers on setup of software and how to use the software.

Signal Intelligence Analyst - Examined foreign communications/activity and relayed that information by producing combat, strategic and tactical intelligence reports. Organized intercepted messages and isolated valid intelligence. Identified targets and operational patterns. Maintained analytical working aids and databases. Prepared and briefed Corp Commanders on tactical reports.