- Provided Tier II troubleshooting and maintenance on enterprise Desktop PC’s, laptops, iPads, and iPhones for 46,000 enterprise users- Performed Tier II troubleshooting for Azure applications such as Microsoft MFA, Windows Hello, and Intune- Implemented and supported new acquisitions of Intune, YubiKey, and RSA tokens for 18,000 legacy Harris employees- Supported service desk integration from Remedy to IT ServiceNow through incident management, chat and ServiceNow Portal- Assisted with Enterprise-wide Legacy L3 multi-domain migration to the new L3Harris domain- Created and updated multiple knowledge-based articles for 46,000 enterprise users (2020 Covid work from home MAC RDP Guide) (2022 Windows and MAC work from home RDP Guides)- Trained 6 new hire service desk technicians remotely covering over 145 training tasks- Created and administrated access controls for distribution lists and exchange group mailbox’s in Active Directory- Act a point of contact for high priority and escalation requests- Hand selected by management to serve on the backlog reduction team; reduced backlog by overall from a total of 5,000 tickets to 100- Provided white glove Tier II IT support for level C and VIP Staff for computers, iPads, and iPhones

Leads a team of 43 personnel in IT/security training education, and system patching procedures.- Department IAO, initiates protective or corrective procedures for IA incidents or vulnerabilities- Provided current antivirus software and system patch updates for protective measures during $1.1M Windows 10 migration- Performed weekly staff briefings to department chief for VIP support and patching status updates over 30 departments- Managed department training program consisting over 300 on the job IT training tasks in a high tempo environment

Leads a team of 6 technicians, responsible for incident resolution, project management, and customer service for a variety of IT issues.- Provides 24/7 VIP support for 20 senior leaders across 8 departments- Ensures immediate incident response and system restoration time, improving overall customer satisfaction- Liaisons with regional and national network operations centers for large scale service interruptions and outages- Developed vulnerability management solutions enabling simultaneous patching of 22,000 systems

Plays an integral role in maintaining continuous communications for multi enclave enterprise network.- Implemented privileged user account training - enforces acceptable use policy and least privilege- Provided Tier II support for 400 IAO's and certified system administrators as well as 22,000 users base-wide- Managed Remedy and WOMS systems with a combined workload of 30,000 tickets per year- Created and manages NIPRNET and SIPRNET user and organizational accounts-maintains DD2875, AF4394- Administrated access controls for 23,000 security groups, distribution lists, and shared resources

Performed physical troubleshooting for multi enclave enterprise network.- Performed installation, security configuration, upgrade, and conversion of desktop application in accordance with ATO/ATC policy- Deployed patches and ensured system security via System Center Configuration Manager (SCCM) in support of 34,000 systems- Performed Classified Message Incident and compromised system sanitization in accordance with JSIG, NIST SP 800-61, and local technical orders- Monitored and reviewed security logs to detect and mitigate malicious acitivity

Customer Service Associate at 4 department locations in Orlando over a five year span.- Performed daily store inventory of all dress clothes and accessories - Maintained 100% accountability of cash register balance with zero discrepancies- Provided clothing combination, accessory presentations for customers- Performed tuxedo rentals for multiple events (Prom, Weddings, Holiday Parties)