• Provided VIP Hypercare IT Support for mergers and acquisitions• Collaborated daily with team members in creating and implementing necessary strategies to achieve ambitious operational objectives• Participated in Quality Assurance testing of software and applications within virtual environments prior to deployment• Successfully introduced and launched a new reservation system allowing clients to more effectively schedule appointments to request assistance• Introduced and successfully implemented a plan to reduce the time needed to conduct routine testing of communications systems by 87%• Successfully completed multiple migration projects within a 6 month period• Routinely conducted health checks, vulnerability assessments, and patching of end users systems• Provided daily reports to Security Operations regarding high usage of network resources• Performed Active Directory services administration and management to include, cleanup, maintenance, and security group management• Monitored and analyzed network traffic utilizing tools such as Fiddler and Wireshark• Provided ZScaler endpoint troubleshooting and configuration assistance• Utilized Artificial Intelligence (AI) Tools such as ChatGPT to automate tasks• Supported Single Sign-On (SSO) services using Okta Management Tools• Supported Citrix environments using Citrix Director• Managed ticketing queues for various regions ensuring tickets were properly documented and resolved within the SLA requirements• Supported the on-boarding and off-boarding of employees• Coached and mentored team members to improve capabilities

• Acted as the primary liaison between business stakeholders, IT security, leadership, and internal partners and vendors while providing technical support to multiple offices• Managed company assets by providing asset management support and rectified discrepancies between physical and system inventories• Lead multiple projects overseeing the decommissioning and migration of offices• Routinely traveled to remote offices to assess and provide on-site support• Executed company compliance functions in accordance with government regulations• Provided VIP IT Support for executive corporate events• Researched new technologies by attending seminars, reading trade articles, or taking classes

• Personally selected by the State President to oversee Audio Visual/Conferencing IT Support for all Corporate IT Town Hall and Quarterly meetings• Utilized Microsoft Endpoint Configuration Manager (SCCM) to deploy software to end users• Installed firewalls and anti-virus software and deployed two-factor authentication to verify data integrity and cybersecurity• Identified and reported service outages and created knowledge articles detailing common problems and their solutions within ITSM ServiceNow

• Provided remote client support by troubleshooting hardware, network, software, and customer service-related requests and inquiries• Utilized CRM Tools such as ServiceNow and Salesforce• Participated in risk assessments, assist with user access management, and work on the development and implementation of new processes and procedures to increase the security and transparency of internal network security systems• Upheld system security and administration best practices

• Conducted virus/malware removals, system backups, and recoveries to maintain system integrity, and implement software updates and server patches to prevent network security threats• Administered security controls to secure and enforce policies on smartphones and endpoint devices. Assisted with migration and account creation for mobile device management• Created and supported virtual desktops in Citrix environments utilizing VMWare• Successfully migrated over 5000 end user computers to the Windows 7 Operating System• Trained and mentored offshore Level 1 Support teams