- Managing the ITSM and ITAM Ivanti solution, including implementation support, workflow development, access control, and reporting management.- Owner of key performance indicators (KPIs), dashboards, and metrics for managing the ITSM and ITAM solution, including executive reporting.- Serving as a technical resource in establishing, maintaining, supporting, and upgrading ITIL standards.- Providing technical expertise to resolve ITSM and ITAM issues, and contribute to the design, implementation, and maintenance of IT processes.- Maintaining knowledge management articles and the ITSM service catalog.- Collaborating with tech leaders and colleagues to streamline IT operations through automation and workflows.- Leading weekly Change Advisory Board (CAB) meetings, consolidating and presenting changes, and summarizing authorization results.- Responsible for change management and problem management, meeting SLA commitments and minimizing MTTR.- Ensuring proper configuration and functionality of APIs, connectors, and agents for ancillary systems.- Developing and maintaining low-code/no-code workflows for the Ivanti ITSM solution.

- Successfully developed, managed, and continuously improved AI-assisted support chat, resulting in improved customer satisfaction and increased efficiency.- Prepared and presented weekly and monthly reports to the CIO and their staff on key metrics, including mean time to resolution (MTTR), AI versus human interaction, and new hire satisfaction.- Analyzed data collected through the IT service management system to identify trends and opportunities for improvement- Collaborated with other IT team members to design and implement new IT services- Developed and maintained IT service management policies, procedures, and best practice

- Owner of global IT onboarding, creating, and managing 20+ documents, successfully onboarding 400+ personnel, and reducing operating costs by $150K- Developed and deployed 2 IT vending machines, interfacing with the internal facilities team and external vendor, with 98% of users rating the solution 5 stars at a cost of $60K and in a time frame of 3 months- Installed and removed switches, patched, and routed cables, troubleshot outages, and served as the main point of contact for site reliability, ensuring adequate site uptime for ~500 employees- Led and participated in user equipment moves, repaired, and performed maintenance on on-site IT hardware, and supported ~750 employees- Installed conference rooms, supported on-site conference rooms, and supported off-site presentations, events, and meetings for ~500 employees

- Served as the main point of contact for all administrative support, replaced and serviced hardware, integrated new x-ray units and software into existing office, and built out 7 new locations for ~600 employees- Project managed the deployment of software, ensuring it met corporate standards and was compatible with office technology, completed over a 5-month period- Selected to support meetings with C-suite and facilitated monthly meetings