Lead day-to-day operations for a team of 65 employees across multiple locations, ensuring efficient service delivery, quality control, and client satisfaction. Oversee budgeting, process improvements, and compliance with safety standards, while fostering a culture of accountability and continuous growth.

Responsible for providing tier 1, 2, and 3 tech and intel support across the Flashpoint suite of applications. Directly worked with customers to ensure all roadblocks found within our platform were removed while providing 5-star customer service. • Resolved 3,500+ support cases since initial hire resulting in recognition from CS leadership for the highest rated customer satisfaction feedback and highest volume of support cases resolved across the CS organization. • Independently collaborated with 55+ organizations, Fortune 500 and government agencies, to configure SAML and OIDC configurations into the Flashpoint suite of applications. • Served as a trusted resource to help support engineers overcome roadblocks in their cases, providing expert guidance and training to accelerate time-to-resolution and improve team performance. • Frequently requested to serve as the lead escalation engineer to resolve the most complex issues and share key learnings with the team to enhance overall performance.

Responsible for the application lifecycle across 11 enterprise applications. Responsibilities included consultations, vendor engagements, architecture, front-end web development, QA/UAT, BC/DR, production deployments, process optimization, maintenance, OnCall rotation, migrations, and end-of-life retirement.• Leveraged AWS Route 53, Grafana, and PagerDuty to overhaul the team’s app telemetry dashboards resolving issues with end-users identifying issues and outages before our engineers.• Maintained business relationships with third-party vendors for procurement, contract renewals, development requests, incident response, and helpdesk ticket submissions.• Identified the use of legacy basic auth email configurations then implemented changes to migrate from basic auth to AWS Simple Email Service for secured automated emails from SaaS solutions.• Configured 4 third-party applications with SSO leveraging SAML 2.0, JIT, and SCIM provisioning then integrated with access management software to automate permissions and licensing.• Developed and designed a user-friendly UI/UX, corporate branded, ADA compliant, web-to-print webpage within a third-party vendor solution to replace a deprecated InfoPath storefront.• Performance rated as exceeds expectations with an accelerated growth trend since initial hire.

Provided tier-2 tech support for all products related to an end-user computing environment to include Windows 7/8/10, MacOS, VPN, Jamf, SCCM, VoIP, MFA, VDI, AD, DUO, iOS, and hardware repairs.• Resolved 1150+ desktop technology issues so team members could resume working efficiently.• Rated 4.99 out of 5 stars across 240 customer reviews for technical ability and communication skills.• Re-engineered the separated employee collect property workflow to automate from HR submission to shipping label creation resulting in completion of 200+ backlogged requests spanning 4 months old.• Scripted AD setting changes and Windows service checks with PowerShell to resolve imaging issues and increase the number of new-hire desktops deployed daily while preventing corrupted images.

Member of a NOC team where I monitor network, application, and system servers; perform troubleshooting techniques; regular server maintenance; and coordinate communications to remediate complex issues.• Alerted System Engineers to 70+ technology incidents, then facilitated communication across engineering teams and non-technology clients to provide clarity during the troubleshooting process. Documented issues from inception to resolution to provide substance to post-mortem reviews.

Lead a Sniper section consisting of three sniper teams. Analyzed, interpreted, and presented collectedbattlefield intelligence to senior executive leaders to shape current and future business operations.• Developed a three-month sniper preparatory course for 40 soldiers; three were selected to attend theArmy sniper course increasing the organization's sniper assets from one qualified personnel to four.• Regularly configured, maintained, and troubleshot FM and high-frequency radio systems to ensuretelecommunication systems remained operational during use in rugged environmental conditions.

Lead a three-member sniper team. Established instruction, direction, and guidance to collect battlefieldintelligence and communicate insightful data with clarity and accuracy to support business ops.• Instructed 1,200 trainees for expert occupational evaluation and certification. Instruction resulted in a90% pass rate across all trainees during practice evaluations within the assigned training material.• Graduated top 5% out of 300 students from a two-month leadership development course. Conductedworkshops on course content for 12 peers in anticipation of course attendance.• Analyzed and mitigated risks while serving as a range safety officer. Supervised 80+ live ammunition weapon exercises, including events of 150+ personnel moving simultaneously under live weapon fire.

Executed day-to-day tasks to ensure the physical security of business operations and assets (infantryman). Performed physical security tasks, training programs, and equipment maintenance.• Recognized by senior executive leaders for completing the expert infantryman badge; a one-week detail-oriented course of testing designed to demonstrate expertise across 60 individual infantry tasks. • Raised army physical fitness test score from 185 out of 300 to a perfect 300 within an eight-month period. Utilized self-learned skills to assist 12 peers in raising aggregated fitness scores by 103 points.• Recognized by senior leaders for completing the U.S. Army air assault course; a one-week detail-oriented course of testing designed to teach soldiers repelling and air-cargo hoisting techniques.