• Championed a seamless IT experience to VIP staff and over 175 onsite employees, by providing exceptional technical support and ensuring alignment with global IT procedures. • Boosted production efficiency by 20% through automation initiatives, including streamlining MFD device replacement and upgrading conference to leverage MS Teams. • Proactively monitored and maintained network equipment, implementing preventive maintenance strategies to guarantee optimal uptime and system stability. • Enforced robust user access and security protocols, adhering to ABB’s service level agreements to safeguard the company’s IT infrastructure.

• Reduced IT downtime by 30% through proactive maintenance strategies, ensuring a more reliable and efficient IT environment for the users. • Successfully managed and secured the organization’s IT infrastructure, guaranteeing smooth operation and a robust security posture. • Overseeing the planning, organization, control, and evaluation of IT electronic data operations, maintaining data integrity and user access. • Implemented a cost-effective cloud-based backup solution, leading to a 25% reduction in storage expenses.

• Overseeing the installation, maintenance, and troubleshooting of technology hardware and software for over 130 users, ensuring a productive and well-functioning IT environment. • Streamlining desktop troubleshooting time by 15% through implementing improved documentation procedures, enhancing efficiency for both users and IT staff. • Achieved exceptional system uptime exceeding 99.5% by proactive maintenance and troubleshooting hardware and software, disruptions for end-users. • Bolstered the organization’s cybersecurity posture by providing valuable insights for threat detection and response, contributing to a more secure IT infrastructure.

• Managed and secured the Mobile Device Identity and Access Management (IAM) platform for over 1500 clients, providing tier II/III technical support. • Enhanced mobile device security by 20% through the implementation of stricter access controls and multi-factor authentication within the MDM system. • Successfully led the bank’s migration to a new compliant MDM platform, ensuring alignment with industry standards and security regulations (NIST, SOX, GLBA). • Developed high-availability solutions for the MDM environment, contributing to a robust and reliable mobile device management infrastructure.

• Provided comprehensive desktop support for over 1500 users, encompassing MAC OS and Windows 7/10 operating systems, hardware, and software. • Increased productivity and reduced administrative burden by automating user creation and group assignment using Active Directory scripting. • Utilized Remedy incident management tool to effectively track and resolve technical issues, achieving a 95% improvement in problem identification for daily operations.

• Provided exceptional technical support to an average of 20 customers daily via the FRB Service Desk, maintaining a high customer satisfaction rating of 98%. • Performed routine server backups using Veritas and identified potential issues, escalating them to the Server Management team for further investigation.

* Maintained and repaired radio and data communication equipment, ensuring reliable signal transmission.* Provided technical support and troubleshooting for computer systems and local area networks.* Instructed fellow soldiers within my squad on proper use and maintenance of communication equipment.* Received Honorable Medical Discharge