- Customer support trend analysis, and process/procedure improvement.- Reporting and analysis of completed work efforts, ensuring continual improvement of IT Service and Support- Customer needs analysis, policy and procedure revision and improvement- Technician coaching, performance improvement, and team member growth mapping- Single point of escalation for VIP, and critical business needs incidents/service requests- Change Management facilitator, and Problem Management owner.- Service Catalog ownership with business unit/customer input, initial build out (flow logic) and revision as necessary.

- High visibility leadership role, where the focus is to support, optimize, implement, and evaluate all technology solutions for the School for Engineering of Matter, Transport & Energy (SEMTE).- Decreased turnover via effective leadership of 6 IT staff.- Improved customer interactions regarding change mgmt. processes/ customer service via new communication standards in ServiceNow. - Enacted IT portfolio standardization (software/hardware) and policy exception policies/procedures.

- Improved standards for system build and configuration processes.- Improved endpoint manageability via rollout of SCCM/JAMF/AWX- Increased endpoint compliance from 30% to 85% via project management workflow designs and leadership. - Introduced NIST security standards.- Migrated the SEMTE department from On Prem storage to OneDrive/Teams/Office 365.- Provided Linux endpoint/server/cluster support and initial configuration.

- Windows/macOS/iOS/Android break/fix support- Built out “loaner Microsoft Surface program” and inventory management processes, developed forms and workflows- Improved knowledge transfer via rollout of a OneNote KB- Red Hat Enterprise Linux and Ubuntu Linux desktop support