I'm responsible for everything regarding IT Services (MSP). My main focus is building out our Cybersecurity platform to be able to provide the best protection for our clients possible.

As Global Patch Manager, I lead the review and release of critical patches before the release to company devices to achieve and exceed the target patch level of <2% on non-conforming devices. As our Microsoft Teams Admin, I have held Teams training for over 1,500 employees across the globe while also building out our support site with custom tutorial videos. I have also designed out Teams environment to best match our company needs.

Manager of our Operations team consisting of 10-14 employees. Our team dynamics were as followed:• 3-6 co-op students that I had to mentor.• 3-5 help desk technicians supporting all our North America region users, roughly 1200-1500 across 20 sites.• 1 Executive Support technician who supported all our C-Level executives including the CEO and board members.• 2 network technicians responsible for supporting our entire network which contained hundreds of network devices along with IPTel.• 1 Server technician who supported our entire server infrastructure across the region including the virtual aspect, backups, break/fix, and after-hours outages. I was responsible for putting together budgets for plant projects, managing ticket SLA’s, running our on-call schedule for after hours support, managing all projects assigned to my team, assisting team members in the growth of their career, and building/maintaining our document library consisting of over 80 guides for our support team.

Implemented new technology across several areas of TIFS that saved both time and many hours of IT work. Implementations include:1.Fully automated new imaging solution using Microsoft Deployment Toolkit. Built from the ground up. Used across North America and replicating to 20 sites, allowed for local imaging with zero WAN Utilization or network performance issues. Saved 2.5 hours per system configuration time on new hardware ordered and deployed on about 40 new systems per month. Built a “Refresh” process allowing our technicians to rebuild a system with a few clicks of the button.2.Save several TB’s of storage by implementing Data Deduplication within our file servers.3.Implement DFS Namespace for over 50 shares. This allowed for a common namespace across all our shares in the region. Allowed for server replacements to have zero downtime for each share within DFS.4.Implement DFS Replication for several IT shares globally. Saved countless man hours replicating TI data from our data centers out to our remote sites for support. Assisted in replicating all our templates and upgrades to our virtual platform. Replicated our North America image mentioned above. Replicated all our Patches and Software Installs used by our Ivanti tools. 5.Implement File Server migrations live during production hours with no down time or weekend work (used to be 12-36 hours of downtime to replicate and setup new file servers). Using DFS, I was able to replicate the data automatically and switch the primary server during business hours. I also managed 400 plus servers for our North America region which included patching, standing up new servers, decommissioning old servers, migrations, supporting the virtual environment (VMWare), and handling outages or downtime 24/7.

Running metrics meetings drove our ticket numbers down, improved our SLA’s, and helped build team moral.Introduced new project for the team allowing them to get their hands on more technology in the server/network areas.

Supported our corporate office of ~350 employees. Supported our top-level executives along with our CEO.

Full time student taking night classes at ITT-Tech while working at TIFS.Had top level ticket performance in both closures and SLA turn around.Traveled to all our sites across the region to support local issues.Handled imaging and deploying all systems ordered for new employees and replacement systems including the production floor.

Co-op for TIFS while going to ITT-Tech full time. I handled the ticket queue for all support tickets that came in for our region. I was responsible for all level 1 and 2 ticket closures while escalating level and above to the responsible parties.