Serves as IT Project Manager responsible for the planning and/or implementation of IT programs, projects, and tasks requiring substantial technical expertise and knowledge of IT equipment.Analyzes short and long-range goals for the improvement and modernization of existing facilities, systems, and networks, and factors these goals into project analysis.Provides project support to long-haul transmission and satellite communications missions within the battalion.Responsible for the development of plans, policy, programs, and projects in developing and implementing initiatives relative to IT disciplines of Automation, Telecommunications, Information Assurance, and IT Governance.Prepares initiatives for inclusion in the command Information Architecture, Information System Networks Modernization Plan, Five Year Plan and Capital Improvements Projects.Negotiates with key officials to attain acceptance of IT and telecommunications proposals or recommendations impacting on their area of responsibilities.Provides advice and guidance on technical and administrative matters and resolves highly technical and controversial problems.

• Provide support for desktop, portables, peripheral devices.• Assist end users with Tier 1 thru Tier III level calls.• Active Directory (manage user accounts: add/modify/manage users permission rights).• Troubleshoot, diagnose, and resolve application issues; research problems using pertinent information in a ticketing environment. Reviews of status alerts, notifications, and data logs.• Partner with service desk staff members to resolve unfamiliar issues.• Provide superior customer support by analyzing, diagnosing, and resolving problems and request within service level agreements and standards of performance.• Attend weekly meetings regarding service and operations management.• Identify and escalate situations requiring urgent attention from senior management.• Skills/Tools: PC repair, remote access services, software/patch installation, driver updates, document standards of performance, user training, communicate effectively.• SQL query knowledge with key assigning capabilities.• Imaging experience using Windows Server as well as backup and restore.

• Work remotely with Hub International team to assess and implement the company’s infrastructure to accommodate a new system and software improvements.• Train new and existing customers regarding different software applications and platforms, including Citrix as well as secure email applications.• Use ERP software to record accounts and time distribution for each workday.• Create/edit training materials to keep evolving reference materials current and user-friendly.• Communicate with customers and colleagues via MS Teams and Zoom applications.• Verify that customers have access and are efficient to login to the new infrastructure with multi-authentication installation and verification.• Work with couriers/vendors to distribute/retain/track equipment.

• Work remotely with large hospitals in the US and Canada while troubleshooting Anesthesia and Pyxis MedStation devices.• Use ticketing service along with CRM (Salesforce) to input customer information while creating Knowledge Articles for each specific hospital/facility. Use Bomgar in order to apply fixes to remote devices.• Write basic SQL code to go in-depth with solving device issues such as reviewing logs, resetting passwords, reviewing medication for accuracy, etc.• Interact with hospital staff to diagnose problems and develop solutions.• Remote into servers for servicing inquiries and perform upgrades.• Troubleshoot printer/label issues.• Coordinate with SME’s and technicians after proper diagnosis for escalation purposes.

• Provided administrative and operational support to a large law firm.• Project Managed weekend shifts.• Analyzed and diagnosed high volume of incoming document processing requests (onsite-offsite).• Served as the primary point of contact for all document processing, analyzed requests to determine how tasks should be performed and provided detailed directives both verbally and electronically to attorneys or their staff as needed.• Performed quality assurance as it related to – editing, proofreading, and quality control during high volume/fast turnaround periods.• Skills/Tools Used: Word, Excel, PowerPoint, PDF, MS Publisher, Visio, HTML, Java, Internal ticketing system (custom build), paralegal duties.

• Partnered with sales and marketing to produce request for proposals as well as high level selling point materials using digital print software and applications.• Adhere to brand compliance standards to ensure consistency with industry standard rules and regulations.• Managed CRM software to input incoming projects for accessibility, billing, exportation, and project distribution management.• Managed operators and contractors relating to daily job assignments, required standard of performance procedures, and time management.