As I actively seek my next professional opportunity, I have dedicated my time to volunteering with The American Legion and engaging with the Veteran community. Currently, I am working on an initiative called NC VetLink, a project aimed at mapping Veteran-centric events throughout the State of North Carolina.

Brightspeed Communications is a telecommunications company that is based in Charlotte, NC and is bringing fiber optic to rural and underserved communities in United States.• Authored Major Incident and Incident Management processes for a 4000-employee start-up telecom company through Collaboration cross functionally with 10-15 ITSM team members (Change, Problem, Service Desk).• Developed and wrote use cases for the PagerDuty Notification integration into Major Incident Module with in ServiceNow ITSM Platform that decreased response time across the organization. Designed PagerDuty, Incident, and Major Incident Management process flows.• Developed the major incident management communication plan to distribute communications to the IT, business, and executive IT communities regarding ongoing major service disruptions.• Collaborated with cross-functional teams (e.g. Service Desk, Networks, application, and infrastructure) to proactively resolve major incidents and mitigate impact to customers and clients.• Trained IT Teams (Infrastructure, Networks, Applications, and select business teams) on the Incident and Major Incident Management Processes.

• Composed and distributed communications to global leadership teams in the business and executive IT communities regarding ongoing major service disruptions including but not limited to infrastructure, applications, facilities, security incidents.• Collaborated with multiple IT cross-functional teams to proactively resolve major incidents and mitigate service disruptions impacting customers and clients through root cause analysis and post mortem incident calls.• Conducted service desk agent ticket audits to drive continual process improvement, ensure compliance with HIPAA, company policies and procedures and the improve the overall customer experience.• Member of the Problem Review Board representing the Major Incident Management that consisted of IT Directors and IT Vice Presidents that reviewed root cause analysis and permanent corrective actions to measure success in reduction of future major incidents or the reduction of service interruptions representing the Major Incident Management and drive continual service and process improvement.

Contract business system analyst with Wells Fargo.• Provided data analysis of 500 non-standard mobile devices within the Wells Fargo IT Configuration Management Portfolio.• Gathered detailed business requirements for several ongoing configuration management projects, documented and maintained non-standard device ordering system documentation. Authored process documentation on how to run Configuration Management Program Reporting.• Led weekly non-standard mobile device project status calls with IT technical and project management teams, and stakeholders.

Contract project coordinator with Qorvo.• Gathered technical and business requirements from internal supply chain customers and implemented requirements into the BMC Footprints ticketing system. • Delivered comprehensive technical guidance and recommended best business practices to clients, fostering optimal solutions tailored to their unique needs and objectives.• Generated detailed monthly, quarterly, and ad-hoc reports using BMC Footprints, ensuring accurate metrics tracking and insightful analysis. Additionally, conducted training sessions for business teams to empower them with the skills to independently generate and interpret reports, enhancing overall operational efficiency and decision-making capabilities.

• Orchestrated incident response efforts, facilitating bridge calls to swiftly resolve major and minor production incidents while ensuring clear communication of incident status to stakeholders. Additionally, generated and disseminated daily incident status reports to stakeholders and IT management staff.• Spearheaded the input and implementation of the continual process improvement initiative while concurrently serving as a systems administrator for the implementation of a new ITSM Ticketing System (BMC Footprints), optimizing operational workflows and enhancing efficiency across the organization.

• Engineered comprehensive metrics and reporting systems to effectively manage internal and external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) within IT Service Management, enabling precise performance evaluation and alignment with organizational objectives.• Generated accurate cost and resource estimates for IT projects and enhancements to IT Service Management (ITSM) tools, facilitating informed decision-making and ensuring efficient allocation of resources to support project success.

I relocated to Fort Bragg, N.C. in support of the United States Army Forces Command BRAC move. I was chosen to be one of the first on the ground and to establish the service desk and lead the team through the the transition. I have recently been promoted to the service desk manager.

Telecommunication Center Operator/MaintainerVarious assignments including the Pentagon, United States Army Forces Command Fort McPherson, Georgia.