Prior to lead role, major tasks included assisting fellow team members and Providence employees with resolution of issues surrounding desktops, peripherals, telecommunications and network components. Have led/participated in a variety of projects surrounding process revamp of Virtual Tier 2 team (remote desktop), as well as helping stand up several sub-teams within, such as our Triage role. Led several smaller lifecycle projects on local desktop, including budgetary concerns and administrative process components.At the enterprise level, we support approximately 200,000 employees and contractors with any systems that tie into Providence. At last count, we were around 125,000 PC/Macs and over 3,000 applications.Primary duty of the lead role is to support my team of 29 technicians through both technical and administrative tasks. This often crystallizes in the form of guiding through complex issues and helping find or coordinate a solution through other parties both inside and outside of Providence. Position can be interpreted as “supervisor lite”.Additional lead duties include: working with vendors, providing insight for other analyst teams to help guide towards a resolution, implementing and formulating process/policy primarily for VT2, working across the team to resolve emergent issues, working with direct and senior leadership on process changes, and essentially providing any mechanisms to keep the team running efficiently.

Participated in organization-wide effort to upgrade and support all Providence Saint Joseph Health desktop assets, and due to COVID-19 the scope ranges from standard Windows 10 upgrade project activities to desktop elbow support Considered a compassionate, knowledgeable, intuitive and inquisitive; have adopted many of the roles traditionally reserved for a leadership position, partially based on previous experience with the Providence mission and organization, as well as based on other professional experience

Initial, outward facing point of contact for entire organization. Responsible for resolving issues or escalating unresolved problems on to appropriate advanced analyst teams which could range from human resource concerns to those intimately technical in nature. With over 3,000 different applications and systems that are accessible by this position, our reach and knowledge base is relatively broad, for example: Active Directory, timekeeping systems, Citrix, patient monitoring applications, fetal heart monitoring applications, Epic and more Compiles and utilizes data garnered via intake and departmental coordination to assist in monitoring of issues, reporting, triage and needed process changes; small subset of metrics monitored in order to assist in correlation and improvements of data output with department managers Very advanced and tactful communication skills when dealing with internal and external teams by phone, email, instant messaging or the Service Now ticketing system. Additional side duties included patient market coordination via Epic, as well as process and policy as related to internal change and problem submissions. Listed duties often resulted in extensive conversations and documentation produced, often in the form of SBARs or KBs, so as to enact the appropriate alterations to process, upon compiling data from diverse sources and experience

Desktop Support, State Farm Participated in five-month computing environment replacement project for local State Farm agencies Daily tasks include network changeover, desktop, printer and monitor replacement as well as on-site staff training when needed, in various aspects of Windows 7 OS and/or State Farm proprietary applicationsMobility & Software Support, US Bank Participated in 6-month project where over 3000 users were transitioned from Blackberry to iPhone, and a new MDM, Maas360; coordinated through Excel, email, calls and open incidents using HP Service Manager Performed out-of-scope duties such as assisting with US Bank business-as-usual incidents, inventory/logistics coordination, metrics tracking, software ordering/installation, and often coordinating across multiple groups on a daily basis for task resolution through three shared inboxes Continually sought out by, and frequently received praise from, internal customers/colleagues for advice or assistance with various in/out-of-scope issues

Received extensive training/field experience in the operation, installation and repair of all in-home and business networks for the U-Verse program Responsible daily for maintaining inventory, quality metrics, company vehicle, scheduling of customers, work load and peer assistance as per company standards and practicesReduced staffing mandate eliminated 250 positions within the Houston metroplex in March 2014; as of yet, no recall for positions to be refilled

Temporary work assignment for web hosting company, performing technical troubleshooting for a world-wide internal and customer base, through telephone, chat and conferencing mediumsUtilized an array of skills ranging from basic web design, Linux, multiple coding languages, billing, security authentication, ticketing systems and many morePerformed escalation, resolution and arbitration procedures for further streamlining of the customer experience, and to ensure the quality standards set forth by the company were met

Seeking permanent employment and working freelance for various organizations in multiple capacities, mostly technical in nature

Directly involved in design, installation and execution of communications, local area and simulations networks for a variety of military forces and their customer(s); provided database simulation training events implemented through home location in Virginia as well as deployed, robust networks Allocated as lead network engineer for seven major military events, lesser engineer assignment in 15 other instances; proficient in life cycle development for the various exercises, which always involved differing requirements found within any network event coordination process Project scope management OJT was provided during the aforementioned events, to include enhancements beyond technical knowledge, in the following areas: contracting services, legal compliance, financial analysis/budgeting, team leadership, requirements planning, diplomacy and logistics Assisted project leadership in many cases with the practical application of available resources, logical outcome and expected budget for implementation of each event as a departmental coordinator through visual, verbal and written communication Received Letter of Appreciation from USJFCOM JBC for reducing costs of pre-shipment network testing by $80,000 utilizing emulation technology

Responsible for implementation of satellite access requests to local terrestrial terminals for military units/vessels to include: configuration/repair of conversion/terminal equipment, troubleshooting with remote user(s)

Followed structured, preventative maintenance plans for ensured customer support, performed message dissemination, provided status reports for local and remote managers, integral in phasing site from military to civilian organization and site upgrading; Fire Controlman, E-5Team member for install/maintenance/repair of data conversion, switching, display equipment utilized by USS Theodore Roosevelt radar/tracking systems, thereby providing the operator(s) accurate, real-time data for ship defensesClass leader during third phase of electronics training school, located; received unusually early promotion to Petty Officer Second Class after only fourteen months servedReceived three Distinguished Military Awards from training phases

Direct supervisor of twelve employees responsible for media departmentCoordinated and provided scheduling, inventory, customer service, district planningImplemented a new media access structure, enhancing customer service