Managed the entire IT infrastructure, including servers, phone systems, Firewall, Securities, and wired and wireless networks of office and factory spaces. • Onsite support of all desktop and notebook computer systems. • Technical project management of business critical application replacements and upgrades.• Management of IT assets through purchasing, onboarding and retirement of desktop and server equipment and software licenses.• Negotiated relationships with IT software and hardware vendors and contractors.• Supported operations by managing critical business systems, such as AD, Exchange, Kronos, SQL, SyteLine, ShopVue, and VAX. • Provided training, and leadership to the internal IT team in order to enhance individual growth and advance continuous professional development.• Reduced risk by maintaining government compliance requirements for CMMC and SOX via audits and SOPs.

Lead IT analyst for 501(c)(3) charities’ user base and warehouse space. Provided critical support to ensure the smooth operations and delivery of over 50 million meals annually to the community.• Onsite support of all desktop and notebook computers, servers, printers, portable devices, VOIP phone systems and software.• Ensured seamless new hire onboarding through standardized system imaging, Active Directory and email account creation, and new hire IT training.• Minimized work disruption during COVID-19 pandemic by designing and implementing remote work technology programs.• Improved performance of level 1 technicians through continual training and expanding skill sets.• Secured data integrity through scheduled server backups and restoration processes.• Maintained IT security infrastructure by overseeing security technology, including employee badges, security cameras, Symantec endpoint encryption, VPN, and AD user and group management.• Supported Conference room A/V systems, Kiosks and visitor badge and donation system.• Ensured federal and state regulatory compliance through quarterly SOX and HIPAA audits.

Supported local businesses with professional onsite support and web development• Managed business website maintenance and marketing materials design, boosting visibility and user engagement.• Improved IT service delivery by providing onsite and remote IT support services for business and home users' computers, networks, routers, servers, and enhancing user satisfaction while driving informed decisions by creating reports for daily metric reporting.• Optimized network connectivity, printer functionality, and user server performance through set-up and reconfiguration.

As an MFG Programmer Analyst, I met service-level agreements by creating and maintaining dynamic metrics applications to accelerate manufacturing. I secured a seamless DNA oligo production process by maintaining and enhancing applications, including creation and logistics. I maximized laboratory performance by supporting and upgrading lab computers, applications, servers, and equipment. In addition, I streamlined the production process by developing manufacturing workflow modules for new products within tight deadlines.

Lead daily operation of 5-member product support technician team, maintaining uninterrupted ad distribution on MySpace, MSN, AOL, MSNBC, and CNET, and securing real-time software issue resolution.• Catalyzed issue prioritization by implementing standard severity/SLA system, including key metrics such as TTR and attainment.• Implemented enterprise-class support processes for startup software company.• Strengthened IT security by tracking and escalating recurring issues to the engineering department using code repository systems.• Successfully implemented JIRA application, provided associated training, and developed processes to efficiently track bugs and issues.• Increased support coverage through training and utilizing the parent company’s larger resource pool to provide 24/7 assistance.

As the MFG Programmer Analyst, I improved data visualization by designing and implementing a replacement for the legacy Brio reporting system using BusinessObjects. I facilitated data analysis and reporting using Business Objects, Universe Design, and an ASP and ASP.NET-based reporting system. I also advanced continuous improvement and innovation by spearheading migration to new MRS from legacy reporting applications. I secured the achievement of organizational needs by designing and implementing new reports within MIS while managing and optimizing existing reports. Additionally, I guaranteed smooth SharePoint portal operations for teams by performing administration duties and maintenance tasks.

At Dell, I strengthened the reliability of Dell's rapidly growing internal helpdesk infrastructure by streamlining processes and applications using Dell's adopted software development lifecycle methodologies. By implementing new tools and processes, I reallocated 30% of the helpdesk to other tasks without compromising infrastructure support for 65K+ global employees and contractors. I improved client service by designing the layout and programming the current internal web-based help desk solution, integrating features such as self-help articles, dynamic regional customization, "Smart" trouble ticket routing, support group maintenance tools, dynamic "Top 10 Issues", user history tracking tools, and automatic password reset tools. By designing and programming an online survey system for multiple support groups across several countries, I fostered continuous improvement and guaranteed accurate and instant reports of critical aspects of customer satisfaction. I also accelerated support services by enabling the helpdesk technician dashboard to email users with correct self-help articles, automating the allocation and closing of associated trouble tickets, authorizing remote access to end-user computers, and allowing helpdesk technicians to generate open or closed trouble tickets swiftly, increasing resolution time by 65-75%. In addition, I supported decision-making and improvement initiatives for the IT Operations Division by developing risk management tools and associate reporting tools to track data security risks to the environment, driving proactive risk mitigation strategies.

•Tasked with identifying productivity gaps and created solutions that increased throughput of trouble tickets.•Implemented an interim Perfect Keyboard During requirements gathering•Implemented new procedures for call handling to better utilize technicians time.•Developed new process for Password resets.

Reduced new system setup by 80% by developing and maintaining automated imaging program Designed an ASP Inventory tracking program for internal computer assets.Automated productivity and customer satisfaction reporting for internal repair technicians. Troubleshot and repaired desktop & server hardware/software issues escalated by helpdesk technicians.

Resolved customer's technical issues escalated from primary support technicians