Delivered exceptional end-user experience to 2,500 users and Exelon Corporations C-level executives, leading a geographically diverse 18-person team, and resulting in a remarkable overall customer satisfactions rating of 4.8/5Took charge of a troubled 6000 end-point device refresh program, and successfully turned it around by streamlining complex processes, implementing automation to reduce manual tasks, and putting a strong focus on improving the device refresh portal… Show more Delivered exceptional end-user experience to 2,500 users and Exelon Corporations C-level executives, leading a geographically diverse 18-person team, and resulting in a remarkable overall customer satisfactions rating of 4.8/5Took charge of a troubled 6000 end-point device refresh program, and successfully turned it around by streamlining complex processes, implementing automation to reduce manual tasks, and putting a strong focus on improving the device refresh portal. This resulted in a 33% increase in the refresh count as compared to previous years, while also completing the program 2 months ahead of schedule. By streamlining the forecasting process, prioritizing development bandwidth, and reconfiguring resources, identified a $500k year-over-year operational cost reduction for a $10 million yearly endpoint refresh program. This resulted in a lower cost per device refresh while maintaining the high-quality standards of the program.Mentored my team lead on leadership and operations, resulting in their promotion to manager. Continued to support their professional development by serving as a mentor, helping them better understand financial forecasting, labor planning, and improve operational efficiencies for greater overall effectiveness Show less

Demonstrated technical leadership by serving as the point of escalation for client operations iss ues and collaborating effectively with cross-functional teams to ensure prompt and efficient resolution of client concerns.Orchestrated a new change management approach for transitioning Executive clients to Office 365/Teams by identifying use cases, engaging early adopters, and executing communication and training plans. Achieved 100% user completion ahead of schedule… Show more Demonstrated technical leadership by serving as the point of escalation for client operations iss ues and collaborating effectively with cross-functional teams to ensure prompt and efficient resolution of client concerns.Orchestrated a new change management approach for transitioning Executive clients to Office 365/Teams by identifying use cases, engaging early adopters, and executing communication and training plans. Achieved 100% user completion ahead of schedule, while mitigating risk.Designed and implemented a Service Now dashboard to track and monitor key performance indicators for the benefit of 25,000 users, resulting in a 95% reduction in SLA breaches and a decrease in mean time to resolution.Created alignment with senior leadership on key business objectives, effectively communicated complex technical structures over a series of tailored presentations and targeted training to achieve executivebuy-in of new IT services and initiatives Show less

• Ensured 100% successful training milestones are met by providing on the job training to new unit personal which resulted in increasedmission readiness.• Review and update IT governance polices that lead to standardized IT services across the 182 Air Wing.• Formulated a successful change management and roll out plan to upgrade devices from Windows 7 to Windows 10 that was completed aheadof schedule with minimal impact to end users.

Guided clients through outages, escalations, and technical projects utilizing technical acumen and customer facing skills.Designed and implemented managed IT services and technologies to support clients' business objectivesto convert to electronic medical records. Cultivated strong relationships with senior company leadership to drive customer adoption of technical services and support that increase company month over month revenue.

Successfully resolved a wide range of network, server, and PC related issues in a fast-paced and agile environment, resulting in an impressive 99.9% uptime and significantly increasing client operational effectiveness.Thoroughly tested equipment and software installations with great attention to d etail to ensure optimal performance.Installed and configured Windows Server environments, including hardware and software components, to support organizational… Show more Successfully resolved a wide range of network, server, and PC related issues in a fast-paced and agile environment, resulting in an impressive 99.9% uptime and significantly increasing client operational effectiveness.Thoroughly tested equipment and software installations with great attention to d etail to ensure optimal performance.Installed and configured Windows Server environments, including hardware and software components, to support organizational requirementsAdministered and maintained Exchange server environments, ensuring optimal performance and high availability for business continuity.Installed and configured VMware and Hyper-V virtual environment to meet the organization's virtualization needs, optimizing resource utilization and reducing hardware costs. Show less

Coordinated between several DoD agencies and commercial contractors to design, install and implement new circuits terminating or running through Eglin AFB.Delivered comprehensive technical support to over 1700 users, resolving hardware, software, and network connectivity issues to ensure maximum uptime and productivity .Maintained base network and encryption equipment valued at over $500,000 resulting in 100% accountability of secure equipment.