-Provided expert guidance on all stages of IT projects, ensuring successful completion within budget and on schedule, while upholding quality, safety, and budgetary guidelines.-Evaluated and implemented new technologies and processes within the Business Agility team to drive innovative improvements across the organization.-Utilized PowerBI to collect and analyze financial and performance data, facilitating informed decision-making and process optimization.-Maintained meticulous project records and served as the main point of contact for management and project teams.-Advised on contract development to ensure compliance with SOX and legal standards.

-Reviewed and approved access requests submitted through internal systems, ensuring compliance with security protocols-Completed onboarding and off-boarding requests in a timely and efficient manner-Developed and documented policies, standards, and procedures to enhance security access measures-Created and published multiple automated visualized statistical data reports in ServiceNow for management review and analysis

-Collaborated with support and product teams to resolve requests and issues for property-level IT Directors, IT Services, and customer-facing helpdesks-Ensured proper documentation, notification, escalation, tracking, and follow-up of all incidents-Informed product groups on field acceptance and opportunities for innovation and improvement-Authored and distributed a monthly newsletter for clients focusing on IT education-Compiled and published monthly statistical data for leadership review

-Successfully supported applications, ensured equipment stability, provided upper-tier technical support, and monitored overall performance of computer systems and networks-Analyzed calls to effectively manage support vendor performance-Maintained a customer service score of 4.5 out of 5-Communicated with product groups to provide feedback on field acceptance and opportunities for improvement.

-Spearheaded the library instructional program by overseeing and organizing a comprehensive media center stocked with diverse instructional materials and engaging topics-Fostered a love for literature among students to expand their interests and strengthen their ability to locate and utilize information effectively-Oversaw and updated the school website-Managed the library collection, including budgeting, purchasing, and editing-Administered a digital database for the collection to streamline access and organization of materials

-Provided expert telephone technology support for first-level solution determination-Expanded proficiency in a variety of supported software platforms, including AS400, Bridge/Mainframe, Remedy, Citrix, I3, and Groupwise-Developed and managed security accounts utilizing Microsoft Active Directory