• Team Development and Mentorship: Dedicated to mentoring and training junior-level technicians to help them grow in their careers. Conducted multiple one-on-one training sessions on PowerShell and advanced troubleshooting and led district-wide classes on new IT solutions. Actively supported team members in understanding and achieving their career goals, contributing to the overall maturation and success of the IT team.• Strategic Planning: Led the IT Operation Maturity initiative, including crafting a three-year roadmap for the Systems Administration team, ensuring strategic positioning to support both current and future district needs.• Project Management: Managed multiple projects both individually and collaboratively, including remote access modernization, migration from legacy email distribution list server, AWS security group organization, centralized patch management for all Windows servers, and migration of all PRTG WMI sensors to SNMP.• Customer Support Enhancement: Successfully led multiple high-impact IT projects. Built strong rapport with stakeholders, addressed concerns, and facilitated smooth transitions, demonstrating exceptional communication and relationship-building skills to ensure project success.• IT Infrastructure Leadership: Led the transition from legacy VPN and RDP solutions to Zscaler's Zero Trust Network Access (ZTNA) framework, enhancing security and user experience for 1000 users.

• Team Leadership and Management: Managed a service desk team, improving helpdesk call response by 50% since 2019 by implementing strategic changes and monitoring team metrics. Mentored and trained technicians to help them grow in their careers.• Process Improvement: Developed escalation procedures and a priority matrix for tickets based on impact and urgency, enhancing efficiency. Configured the ticketing system to meet these requirements, resulting in improved team performance.• SLA Development: Created the SLA for Sentinel Peak Resources' IT Department by analyzing historical data and collaborating with stakeholders, ensuring continuous improvement and adherence across helpdesk, Sys Admin, and Industrial Engineering teams.• Project Management: Oversaw multiple key IT projects, including MDM implementation, Zoom Room development across 12 sites, organization-wide hardware refresh, patch management, and phishing awareness and email security program implementation.• SharePoint Development: Created and managed an IT Self-Help SharePoint page, reducing redundant helpdesk calls. Assisted departments in building SharePoint pages and forms.• Data-Driven Decision Making: Developed a Service Desk Power-BI dashboard, standardized ticket templates, and created SOPs for ticket creation, aligning IT/OT processes.

• Documentation and SOP Development: Created the service desk knowledge base, on/off boarding SOPs, and Change Management SOPs, enhancing documentation and process clarity.• Change Management Leadership: Led the adoption of Change Management processes and configured the Change Management System, improving organizational change control.• Security and Awareness Program: Developed an end-user security and awareness program to educate staff on best practices and enhance overall security posture.

• IT Support: Delivered high-quality IT support to over 2000 users across various sites, ensuring smooth operations and minimal downtime.• Problem-Solving: Demonstrated exceptional problem-solving skills, planning, and organization, effectively analyzing and determining root causes of technical issues with little supervision.• First-Line Support: Provided first-line support for incoming requests via multiple channels, ensuring courteous, timely, and effective resolution of end-user issues.• Customer Relationships: Built and maintained strong relationships with service desk customers, effectively eliciting problem details to facilitate faster resolution.• Technical Issue Resolution: Resolved numerous technical issues encompassing Citrix, ERP, and WMS, as well as on/off-boarding users, exemplifying a wide range of IT knowledge and expertise.

• Network Configuration and Installation: Spearheaded the configuration and installation of SMB network switches and Point-to-Point Radio Haul Back, significantly enhancing network connectivity across the premises.• Fiber Wiring Implementation: Implemented CAT6 and multimode fiber wiring in warehouses and towers, ensuring seamless data transmission and network performance.• Surveillance System Management: Established and maintained NVR and video surveillance systems, contributing to improved security and monitoring within the company.• Technical Issue Resolution: Exercised strong problem-solving skills to identify and resolve various technical issues, demonstrating the ability to work effectively under minimal supervision and manage priorities based on user expectations.• Device Troubleshooting and Maintenance: Troubleshot and maintained a range of end-user devices in the warehouse, including Zebra label printers, Motorola barcode scanners with Windows embedded, moisture-checking QC equipment, and hand punch time clocks.• Incident Monitoring and Reporting: Proactively monitored technical incidents, notifying management of emerging trends to preemptively address potential system challenges.