Provide application support for multiple enterprise-level applications. Plan, develop, implement, and continually improve multiple IT Service Management practices based on ITIL® best practices, including Major and non-major Incident Management, Service Request Management, Service Desk, Problem Management, and Organizational Change Management, wholistically focusing on both internal staff and external customers and users.• Instrumental in a current process improvement and maturity program aimed at creating, improving, and/or maturing our IT Service Management capabilities.• Subject matter expert and highest-level technical support for ITSM system (ticketing, time tracking, project management, reporting, etc.).• Collaborate cross-functionally to develop and implement standard operating procedures (SOPs) for managing special projects and ticketing administration. Provide training to mixed audiences.• Support software acquisition—including request for approval (RFP)—and coordinate the integration of third-party software using APIs to improve functionality.• Plan, develop, and distribute reports and dashboards for a wide variety of audiences both internally and externally, enabling data-driven decision making.Previously:Managed file servers, Active Directory, and Group Policy for the organization, and administered production and development servers for 11 higher education institutions. • Administered multiple web app services and databases, virtual machines, and enterprise endpoint security. • Provided excellent end user support and troubleshooting.

-- Promoted progressively through multiple tiers.-- Focused on providing enterprise-level hardware and software support for over 1000 end-users—remote sessions, over the phone, and in person.-- Administered servers, implemented security, and resolved high-level technical issues.-- Interviewed, onboarded, and mentored new student hires (tier I and II personnel). -- Wrote detailed technical documentation for hardware and software systems.

-- Served over 4,000 on-campus students with help desk and on-site technical support.-- Gathered client needs and provided comprehensive solutions to address them. -- Provided troubleshooting for tier 1 networking support.