Responsible for all aspects of the IT environment, including servers and systems, network, and PCs.

Member of the Infrastructure team supporting FedEx Custom Critical, with a focus on Windows servers, Citrix servers, VMware, and SAN storage. Acted as team scrum master.• Monthly Windows server patch compliance maintained at 100%.• Migrated Windows Server file shares to OneDrive and SharePoint.• Created written and video documentation, and provided training for technical workforce and customers, including maintaining a “Tech Help” SharePoint page.Former role with team had a focus on end-user computing with primary job duties include SW packaging and deployment, PC image development, HW/SW ordering, and Tier 3 PC support.• Member of team that implemented Configuration Manager across FedEx, with direct responsibility for 2000 endpoints.• Served as technical lead for Office 365 user migrations, support, and training.

Systems Administration, Desktop Engineering, and Level 3 Client Support, supporting FedEx Custom Critical.

Consulting with an international Fortune 1000 client to assist with their Windows 10 migration and complete an assessment of their System Center Configuration Manager environment.

Promoted to lead End User Device team in day-to-day activities including managing client & mobile systems, software & image, patch, virtual applications, VDI, tier 2 and 3 support, support processes, and working with vendors to set HW/SW standards. Managed four direct reports. Reported to Manager of End User Devices. • Completed regular analysis to verify all support tickets were completed timely including conducting regular ticket audits ensuring team consistently performed at high level of execution.• Maintained relationships with outsourced IT service desk and served point-of-contact for escalation of issues.• Developed and led planning stages of Windows 10 upgrade and migration including testing, communications strategy, and pilot implementation, resulting in minimal user downtime.• Served as technical lead for Office 365 for client installation, support and training.• Maintained Windows 7 and Windows 10 PC images.• Worked with management and third-party vendors implementing new PC hardware standards.• Hired and mentored new Sr. Analyst, and conducting training in administration of SCCM, RDS, and print servers.• Mentored and trained new tier 2 analyst with minimal skills in PC troubleshooting and support.

Provided desktop engineering leadership and tier 3 level IT support for management of 2800+ client endpoints, while also focusing on process improvements and emerging technologies. Responsibilities included administrating and upgrading client & user touching back-end systems, while serving as escalation point for tier 3 analysts.• Researched new client technology form factors, providing alternative and improved computing options for associates. • Planned, led and completed migration from Citrix to Microsoft Remote Desktop Services (RDS). Co-administrated RDS after implementation.• Created, implemented, and managed group policies for all client systems for improved security and system controls.• Implemented Microsoft Intune for mobile device management resulting cost savings by utilizing available systems.• Developed, led and completed migration from Altiris to Systems Center Configuration Manager (SCCM) on-time/under budget resulting in operational cost savings. Co-administrated SCCM after implementation.• Created, led and completed upgrade from Altiris 7.0 to Altiris 7.1 without any formal training, external assistance, or incurring additional operational expenses.• Built and maintained standard Windows XP and Windows 7 images using Altiris, SCCM, and Microsoft Deployment Toolkit (MDT) allowing a move from static “fat” images to automated, scripted deployment process.• Created and deployed software packages and software updates using Altiris, SCCM, WSUS, and Shavlik. • Administrated Microsoft Remote Desktop Services environment.• Collaborated with team and served as technical lead for the planning and migration to Windows7.• Co-managed administration of Citrix XenApp and XenDesktop.• Managed production back-end systems through VMWare. Created and managed test environment through HyperV.• Served as client architect by creating and maintaining PC hardware standards.• Created documentation and provided training for technical workforce and customers.

Provided tier 2 and tier 3 level as IT support team lead, serving as escalation point for IT service desk, while also focusing on process improvements and emerging technologies. Primary responsibilities included mentoring technicians, imaging and deploying PCs enterprise-wide, managing PC end-of-life process, creating and deploying software packages using Altiris/Symantec tools, documenting processes, and administrating back-end systems.• Built and maintained standard Windows XP and Windows 7 images using Symantec Ghost and Altiris.• Increased customer service support level, reduced resolution times, and improved team efficiencies through documentation, communication, and training, through implementation and adoption of remote control tools in Altiris.• Served as technical lead for upgrade of Altiris 6.5 to 7.0, while achieving role of Altiris Administrator.• Assisted with merger of 3 separate, internal IT departments, by reviewing and combining technical processes including PC imaging, software deployment, PC remote control, incident management, and knowledge management.• Established improved hardware and software asset management through training on Altiris Client Management and Asset Management suites.• Led successful Office 2007 migration by remotely deploying Office 2007 throughout 200+ locations.• Implemented remote software deployment process using Altiris.

Provided tier 1 and tier 2 level IT hardware and software support for computers, printers, multi-function devices, and Blackberries. Primary responsibilities included answering phone calls, emails, and service desk tickets to troubleshoot and resolve technical issues while providing superior customer service. Retained upon completion of six-month internship.• Assisted all levels of employees including CIO and Chairman of the Board.• Completed major Blackberry update to OS 4.0, working directly with managers and executives.

Supervised up to 15 employees per shift in renting, fitting, and maintaining ski and snowboard equipment., while also assisting customers with questions, concerns, and complaints.

Taught teamwork and leadership skills utilizing a low and high challenge/ropes course as well as a climbing tower. Kept logs on equipment and managed 2 instructors.