• Reduced desktop incidents by 33% by implementing Vertex AI-driven incident analysis.• Generated $3 million in annual savings through strategic hardware asset management.• Achieved 98% customer satisfaction by managing and improving the TECHbar initiative.• Implemented the Employee Purchase Program for retired/replaced laptops that integrated withServiceNow and payroll systems.• Enhanced disaster recovery and IT service restoration by developing comprehensive backup systems.• Ensured SOX and ISO compliance through meticulous asset procurement and tracking.• Elevated team productivity and engagement through effective mentoring and training.Key Responsibilities:• Managed and led technical teams to deliver optimized end-user platforms, including desktop/laptop configurations, OS upgrades, and productivity software solutions, like Tanium Endpoint Management and JAMF Pro.• Responsible for Microsoft O365 optimization, driving value and increasing productivity.• Led image/application development and compatibility testing across various platforms providing the workstation analytics and technical documentation.• Engineered custom virtualized, secure workstation platforms with extensive hardening and controls, resolving platform issues, and use of network protocols.• Managed implementation of Microsoft Intune for Autopilot, security updates, and application packaging.• Managed global desktop teams to deliver imaging and desktop management solutions, includingtroubleshooting and deployment/configuration of management systems.• Managed vendor relationships to troubleshoot issues and support end users.

Orchestrated a Windows 7 to Windows 10 migration for 80% of the organization within 12 months.• Implemented ServiceNow at Ultimate Software, replacing an outdated Altiris Service Desk solution. This transformation enhanced incident management, boosting SLA compliance from 80% to 96% and customer satisfaction from 75% to 98%. Additionally, introduced Service Request, Service Catalog, and Service Portal modules to streamline service offerings, Knowledge Management for incident avoidance, and Change Management to formalize change processes.• Improved customer satisfaction to 99% and achieved 96% SLA by introducing the TechSpot support service.• Integrated newly acquired organizations seamlessly by managing end-to-end asset procurement.• Supported large-scale corporate events with on-site and off-site IT support.• Enhanced hardware inventory management through the Employee Purchase Program and equipment donations.Key Responsibilities:• Managed the migration to Microsoft Azure Active Directory Modern Management from legacy ADenvironments.• Evaluated and responded to security alerts, vulnerabilities, and industry risks using tools like compliance and security controls.• Leveraged advanced workstation analytics to develop proactive solutions and ensure compliance.• Enforced service levels and processes for end-user computing, including technology platforms and deployment.• Anticipated new technologies and assessed their impact on workstation platforms.