• Manage a team of multi-shore software engineers using Agile methodology through the various phases of a project, which includes, but is not limited to: requirements analysis, producing project plans and timelines, assisting with building out user stories and estimates, and ensuring the team follows all internal policies and stays on task to deliver ahead of deadlines.• Communicate with business stakeholders to ensure expectations are consistently met and exceeded while also keeping focus on expanding the client portfolio.• Accountable for budgeting and risk management throughout the project lifecycle.• Create and document business processes and workflows during company expansion, with a focus on maintaining updated documentation as the organization evolved.• Managed internal IT support for the company, including account creation, general desktop support and ensuring that internal tooling is updated.

• Led and supervised a team of offshore software engineers in delivering production support for critical issues on eCommerce sites for major global brands. Accomplished this via ticket intake through Zendesk and proactive monitoring through tools like New Relic and Shopify Alerts.• Developed and implemented dynamic reporting dashboards in Zendesk, offering senior leadership essential data for informed decision-making.• Demonstrated strong leadership in meeting SLAs and consistently achieving an average initial response time under 4 minutes through strong documentation and playbook practices.• Oversaw service delivery, addressing HR issues within the team and actively participating in client-facing meetings to ensure customer satisfaction.• Enhanced the operational efficiency of the IT department by introducing project management methodologies, fostering streamlined processes and improved collaboration. This strategic initiative resulted in the heightened productivity and a more organized approach within the department.• Managed the implementation of MDM software to address IT security requirements in a fully remote multi-platform environment

• Managed a team of multi-shore software engineers using Agile methodology through the various phases of a project, which included but was not limited to: requirements analysis, producing project plans and timelines, assisting with building user stories and estimates, and ensuring the team followed internal policies and stayed on task to deliver ahead of deadlines.• Communicated with business stakeholders at globally recognized brands to ensure expectations were consistently met and exceeded while also keeping focus on expanding the client portfolio.• Effectively communicated progress updates to executive leadership.• Accountable for budgeting and risk management throughout the project lifecycle.• Demonstrated a high level of expertise in effectively handling numerous projects within tight deadlines while meeting client specifications.• Maintained access to internal systems and ensured SOC compliance requirements were adhered to via ticketing system and audit logs.

• Significantly contributed to the company's growth, playing a pivotal role in expanding the team from five employees serving four clients to over 45 employees managing 20+ active clients, including globally recognized brands—a success that ultimately resulted in the company's acquisition.• Hiring manager for all project management team recruits and offering valuable insights on potential hires to the CEO and COO.• Managed a team of multi-shore software engineers using Agile methodology through the various phases of a project, which included, but was not limited to: requirements analysis, producing project plans and timelines, assisting with building out user stories and estimates, and ensuring the team follows all internal policies and stays on task to deliver ahead of deadlines.• Successfully orchestrated multiple complex Magento 1 to Magento 2 platform upgrade and data migration projects for globally recognized brands. Throughout this process, I forged enduring relationships that extended for 4+ years post-migration, delivering continuous value to the clients and generating additional revenue for the agency.• Communicated with business stakeholders at globally recognized brands to ensure expectations were consistently met and exceeded while also keeping focus on expanding the client portfolio.• Accountable for budgeting and risk management throughout the project lifecycle.• Documented business processes during company expansion, with a focus on maintaining updated documentation as the organization evolved.• Managed internal IT support for the company, including account creation, general desktop support and ensuring that internal tooling is updated.• Maintained access to internal systems and ensured SOC compliance requirements were adhered to via ticketing system and audit logs.

• Managed a team of first tier desktop support specialists responsible for supporting approximately 275 machines in a mixed PC, Linux and Apple environment across multiple departments. • Created and maintained images for 50+ managed Linux desktops (Fedora) and charged with maintaining several Red Hat servers including LAMP stack.• In charge of creating and maintaining Group Policy Objects and all Active Directory structures for Windows machines in supported areas.• Main technical contact for multiple large LAMP/Drupal based departmental websites and consultant for web development issues for other computing staff.• Assisted with maintenance and setup of several research critical/high performance servers.• Planned and researched internal tooling projects across the entire SAS Computing team (i.e: Patching solutions, PM platforms, CMS platforms).

• Provided first tier desktop support for the Institute for Research in Cognitive Science as well as the Perception Psychology departments where I was responsible for about 175 machines running a mostly Windows and Apple environment.• Responsible for creating and maintaining all group policy objects and the active directory environment.• Managed a windows server which acted as a backup server for cognitive science center.• Maintained departmental website and fielded web design related questions.

• Assisted with first tier desktop support• Recorded and posted online classes• Re-imaged computers and performed software upgrades • Responded to support first-tier desktop support calls from faculty, staff and graduate students