Tech support to all

Improved enterprise IT strategies and practices for client engagement, project methodology, architectural governance, infrastructure migration, development team evolution, and IT support.• Worked with multiple vendors to procure modern SaaS/Cloud based technologies to further training improvements and ensure long term contract efficiencies.• Aligned IT with business strategies through Agile methodologies that leverage business and technical architectures, information workflow, use case analysis, and risk assessment to verify fitness-for-purpose.• Effectively maintained CapEX and OpEX $1M budget• Wrote performance evaluations for Global Training team ensuring a consistent improvement mindset.• Led a global team through company merger while improving training efficacy• Maintained and supported Physical & Virtual environments over 3 datacenters, globally• Converted all VoIP Recording training to Virtual Classroom using multiple platforms• Developed student and instructor material for new classes now taught at IPC• Trained IPC employees, Partners and Customers on multiple products both proprietary and commercial• Managed improvements and updates to eLearning as IPC software changed and developed• Training liaison for both Waterfall and AGILE based development

Customer facing experience, coupled with the ability to work in high-pressure situations• Worked closely with municipal entities like MTA in New York and KCM in Seattle to train Union personnel keeping within strict boundaries• Worked closely with programmers and designers to keep abreast of new technologies• Analyze log bundles to decipher issues seen in supporting logs and provide detailed root cause analysis and resolution.• Managed customer expectations and communications in resolving critical issues after customer internal IT exhausted all options, provided root cause analysis driving to resolution

Network configuration and installation.