Experienced IT Operations Manager with a proven track record in overseeing and optimizing IT infrastructure, managing cross-functional teams, and ensuring high system availability. Skilled in streamlining processes, implementing best practices, and driving IT strategy to support business growth. Proficient in cloud technologies, network management, and IT security, with a focus on delivering scalable, reliable, and secure solutions. Known for strong leadership abilities, problem-solving skills, and a commitment to continuous improvement.

● Lead cross-functional IT teams responsible for maintaining IT infrastructure and optimizing routine operations, including network management, helpdesk, ticket resolution, and system/server management to assure seamless operations and avoid downtime● Provide leadership, guidance, and oversight to staff members, such as Network Engineers, dispatch technicians, helpdesk employees, and others to maximize efficiency and productivity● Deliver assistance in procurement of the latest technologies, software, applications, and programs along with ensuring effective management of digital accounts to maintain optimized workflow● Track status, performance, and notifications to identify and resolve issues/concerns in timely manner ● Monitor and maintain performance of employees by overseeing training, conducting performance reviews, and providing detailed feedback to excel within fast-paced environment

● Troubleshot PCs, servers, networks, and IT devices on a day-to-day basis to identify and swiftly resolve software/hardware issues and mitigate downtime● Installed, configured, deployed, tested, maintained, and repaired computer workstations and peripherals, laptops, cloud backups, and A/V equipment to enhance functionality ● Created and deleted user accounts, set and changed passwords, and used remote desktop to connect into external servers along with providing technical support and ensuring issue resolution via multiple remote assistance platforms

● Delivered enterprise-level support to customers along with enhancing technical skills of clients’ representatives to enable detection and resolution of major issues in swift manner● Built and tested PCs based on customer specifications and desired configurations to facilitate organizational success● Maintained, repaired, replaced, and modified existing equipment/component as well as optimized software deployed within the environment to assure seamless integration● Represented Kamis Professional and Dynamic Network Solutions professionally while providing IT support services on behalf of both the companies

● Provided customer service and support via calls for all standard Apple hardware and applications, including hardware resets, password resets/setup, account setup, iTunes, and the App Store along with consistently meeting and exceeding performance-based goals● Trained staff of various backgrounds and technical skill levels on new techniques during team meetings to improve overall metrics● Singlehandedly updated and managed ‘Team Gather Page’ the ultimate source of all information for each respective Apple Care team member to provide necessary guidance and support● Functioned as key member of the impact team with significantly contributing towards completion of side projects and attainment of goals● Selected from over 350 employees to communicate and coordinate with senior management with regards to emerging issues, technical concerns, and process improvements

● Aided in establishing and sustaining optimized IT environment, consisting of over 1500 employees in 4 states though strategic planning and implementation● Directed a team of 10 employees while prioritizing tasks and delegating duties to manage workload effectively ● Tracked and maintained adequate mobile device inventory for replacements and new deployments through timely placement of orders● Ensured smooth workflow by creating desktop images and providing technical assistance remotely to employees at off site locations● Attended daily checkpoint meetings to discuss emerging issues and appropriate solutions to reduce downtime and maintain efficiency levels