Independent contractor hired to improve operational efficiency while facilitating the implementation and development of Salesforce.

Built and led a team of 11 advanced technicians contributing to the entire IT vertical. The team resolves escalated tickets and outages in support of 100k+ students and 5k+ staff members, directly partners with 9 product teams in support of all major product releases, and serves as the crossroads between user experience, technology, and business partners. Utilizing this unique position allows us to provide solutions for operations and technology optimization to university leaders. • Expanded a team from 3 individual contributors to 11 while expanding our role to support product development, business unit needs, and business/technology optimization.• Rebuilt IT problem resolution process resulting in a 30% increase of problems resolved within SLA (63% to 93%). • Documented, and implemented 200+ standard operating procedures to reduce mistakes, resolution times, and hands-on training needs.• Restructured/Optimized business processes improving employee/student onboarding and information security.• Key contributor to establishing role-based access across the university.• Optimized systems integration between various software solutions and the salesforce platform to reduce duplicate records and improve data integrity.• Established new team culture that embraces learning, creativity, and accountability aligning with the Great Places to Work initiative.

Ensures corporate security policies, standards and policies are followed. Defined business and system requirements for new technology implementations. Maintained AD maintenance, installs of network tools and applications. Monitor, diagnoses and resolved simple operating system problems. Managed end-user services. Managed assets; licenses, hardware, software.• Implement, research, and support enterprise users and systems.• Monitor, improves, and troubleshoots systems.• Support and troubleshoots complex user requests.• Administer, enhance, and promote security.• Perform capacity planning for systems.• Create and maintains IT documentation as required.• Maintain up-to-date support ticket entries including both customer and internal correspondence.

• Performs duties to develop, sustain, and enhance network capabilities to defend national interests from attack and to create effects in cyberspace to achieve national objectives.• Enable net-centric command and control (C2) systems to synchronize cross-domain attack operations and de-conflict friendly use of cyberspace.• Conduct network attack, network defense, and network exploitation operations using on-net tools, tactics, techniques and procedures to achieve COCOM and national objectives.• Partner with Joint and coalition services to detect, deny, disrupt, deceive, and mitigate adversarial access to sovereign national networks and systems.

• Provide core services by designing, configuring, installing, and managing data services at the operating system and server application level. • Provide directory services utilizing dynamically assigned IP addresses, domain name server, storage area network, and electronic messaging resources. • Standardized user privileges and system settings using automated deployment tools such as group policy objects (GPO) system management server. • Implemented security fixes, operating system patches, and antivirus software. • Performed system resource management, manages system accounts, performs system-wide backups and data recovery, and load and capacity planning and management. • Ensured continuing systems operability by providing ongoing optimization and problem solving support. • Applied computer security policies to safeguard systems and information. • Categorized, isolates, and resolves system problems.• Processes, documents and coordinates resolution of trouble calls from lower support echelons.• Processes scheduled and authorized outages.

Supervises and performs Communications-Computer Systems (C-CS) operations and executes associated information systems support programs. Performs network management, control, and administration on DoD local, metropolitan, and wide area networks, and Command, Control, Communications, Computer and Intelligence systems, Defense Message Systems (DMS), command and control, and functional area systems.