I utilized strong oral communication skills to effectively and diplomatically interact with both internal and external customers facilitating clear and open lines of communication, addressing customer inquiries and concerns with professionalism and tact rebuilding relationships at various levels of engagement.Leading a cross-functional team of Business Analysts, PL/SQL Developers, Web Developers, and Systems Engineers, I assigned tasks to team members based on project priorities, the complexity of assignments, and individual capabilities by evaluating each team member’s strengths and experience.While overseeing Scrum activities using various toolsets, including JIRA, Agile 2.0, and ServiceNow Dashboards to drive effective project management and team collaboration I guided change to organizational policies, practices, and procedures to enhance efficiency and effectiveness and coordinated project development and program activities with various systems, business organizations, and external stakeholders.Utilizing strong written communication skills, I developed technical content and reviewed content contributing to proposal opportunities to drive both organic growth and the expansion into new markets directly resulting in the renewal of current contracts and the award of new opportunities.I applied comprehensive knowledge of DoD regulations and industry best practices to oversee the planning, development, and implementation of technical programs while ensuring adherence to latest procedures and techniques, facilitating the successful execution of projects in compliance with established standards and regulations; adjusting strategies as needed, and providing detailed reports to senior management on program status and regulatory adherence.Working directly for the DLA Small Business Financial Applications organization I developed a thorough understanding of DoD procurement procedures as well as an in-depth knowledge of Federal contracting.

I conducted detailed analysis of alternative laptop models utilizing PowerShell automation for performance testing in all considered areas highlighting key features, pros and cons, and operational considerations and then provided strategic guidance on purchase planning and deployment.As the Cloud-Based Internet Initiative (CBII) Subject Matter Expert for the DLA, I provided recommendations on system architecture and advised management on design choices by evaluating alternative approaches and their potential impacts ensuring that system configurations were aligned with organizational needs and technical best practices.With no direct assignment, I identified a recurring issue of long-running policy application and missing security settings which resulted in my comprehensive cleanup of DLA Group Policies mitigating vulnerabilities and enhancing Active Directory performance providing faster boot and profile load times resulting in the resolution of world-wide user complaints.While delivering Tier 3 technical, I assisted Administration of Microsoft SCCM 2007 & 2012, Windows 7/10 Enterprise Desktop, and Windows Server 2008 R2, along with other design and development software within the DLA Enterprise.Resolving third-party application issues that had plagued warehouse inventory automation for years, I supported FactoryTalk HMI device software by troubleshooting and resolving third-party installation issues with localized SQL Server databases ensuring proper functionality for industrial automation and corrected FactoryTalk installations at a secondary location to enable client systems to connect seamlessly to a remote SQL Server hosting a consolidated machine database.I led Systems Engineering troubleshooting sessions to address and resolve complex technical issues affecting multiple organizational layers involving cross-functional teams and system integration problems delivering solutions that significantly improved operational efficiency and user satisfaction.

Supporting System Center Configuration Manager (SCCM) software and OS deployments, I engineered scripted solutions and implemented Group Policy, Active Directory compliance configuration changes, and Security Technical Implementation Guide (STIG) settings world-wide for the Defense Logistics Agency (DLA).I delivered Tier 3 support for all devices and users on the Non-classified Internet Protocol Router Network (NIPRNET) and the Secure Internet Protocol Router Network (SIPRNET) networks as needed while managing Microsoft Windows Active Directory, SCCM 2012, Office SharePoint Server 2010/O365, Microsoft Windows Servers, Windows 10 workstations, Windows 11 workstations, TCP/IP networks and Infoblox DNS deployments.I managed the testing, packaging, scripting, and deployment of software installation packages and operating systems using SCCM distribution technologies to include PXE troubleshooting, utilizing WAIK, ConfigMan, PowerShell, VBScript and WDS deployment strategies.I led efforts to improve production processes and work quality by analyzing existing procedures, identifying inefficiencies, and implementing innovative solutions that increase productivity and enhance the overall quality of work delivered by the team by effectively utilizing automation technologies and emerging management techniques.

Travelling to military installations throughout the US, I assisted public sector DoD clients with the implementation, rollout, and troubleshooting of server technologies on Microsoft Platforms to include Microsoft System Center Configuration Manager (SCCM) 2007 & 2012, System Center Data Protection Manager (SCDPM), System Center Operations Manager (SCOM), Windows 7/10 Enterprise Desktop, Windows Server 2008 R2, and supporting software suites.Working with new and unique customers and challenges daily, I designed packaging and deployment customizations supporting server and desktop applications, utilizing PowerShell and VBScript for task automation and Group Policy implementation within Windows Server 2012/2016 environments.With a diverse portfolio of clients in seven different cities I delivered outstanding customer service by maintaining clear and continuous communication with stakeholders and addressing their needs and feedback throughout project lifecycles.

I designed and implemented zero-touch OS and application installation utilizing OSD processes for system imaging and MDT task sequences from USB drives thereby providing off-line systems preparation from bare metal to end-user ready computers which bridged a major readiness gap in off-site systems deployment for the US Air Force medical community.I developed a comprehensive accreditation package for the USAF-sponsored DHA Multi-Purpose Kiosk solution, covering both the DoD Information Assurance Certification and Accreditation Process (DIACAP) and Risk Management Framework (RMF) processes while serving as the interim Information Assurance Manager (IAM) to provide publicly accessible computer kiosks for medical record access at various facilities allowing immediate medical information access for medical center customers.As the Subject Matter Expert for the Defense Health Agency (DHA) and the Department of Veterans Affairs Veterans Health Administration (VHA) medical record tracking program AHLTA, I created and delivered high-level presentations at HIMSS/MIMS conferences to Medical Industry and DoD professionals and high-ranking military personnel on behalf of the Defense Health Agency.I delivered technical support and managed the installation and configuration of Microsoft System Center Configuration Manager (SCCM) 2007 & 2012, Windows 7/10 Enterprise Desktop, Windows Server 2008 R2, and various Government designed applications.

While managing service level agreements, parts sourcing, shipping, returns, remote technician dispatch, ticketing, and Tier 3 IT support for a major automotive industry client I utilized Visual Basic, and Macros to automate various processes creating a technician tracking and selection utility.I also served as the expert senior technical advisor, providing a full range of analytical and advisory services for program and policy development while offering extensive guidance on technical issues to ensure efficient solutions.

While managing PM operations for 70 insurance companies, including backup/restore, server maintenance, user account management, and mailbox administration, I automated preventive maintenance and backup verification for multiple clients using VBScript, Excel, and XML, resulting in reduced support man-hours allowing for the on-boarding of additional customers requiring no increase in support staff.During this period, I also provided Tier 3 phone and remote support to various organizations throughout Michigan to include supporting Insurance industry specific software applications, Microsoft client and server environments, Windows backup hardware and software suites and systems preventive maintenance.

While serving as the acting Information Management Officer for the contractor supporting Information Assurance activities, I created a software license tracking database for over 600 titles, ensuring compliance with licensing requirements and DoD Approved Products Listings.As the Support Supervisor, I managed IT acquisitions, support, inventory, software licensing, deployments, migrations, and preventive maintenance activities for over 6,000 pieces of commercial IT hardware across twelve dispersed locations.I managed a multidisciplinary team of 10 professionals, combining technical and administrative oversight to achieve program objectives while applying management techniques and principles to guide project execution, ensure alignment with organizational goals, and oversee resource allocation.I implemented Microsoft Enterprise Agreements for Windows Vista and Office 2007 Professional, impacting over 1,200 computer systems to include research and presentation to military leadership justifying a multi-million-dollar software acquisition and licensing agreement.I conducted detailed performance evaluations providing constructive feedback and recognizing outstanding achievements while making informed recommendations for performance awards and addressing performance issues with appropriate disciplinary actions, ensuring continuous improvement and adherence to organizational standards.I provided ongoing advice and instruction to employees on both work-related and administrative matters while offering guidance to help resolve daily challenges and improve job performance, fostering a supportive work environment and enhancing overall team effectiveness.I addressed and resolved employee complaints and grievances, implementing effective solutions to maintain a positive work environment while referring complex or unresolved issues to higher management for further action, ensuring fair and timely resolution of workplace disputes.

I developed a unified asset tracking system utilizing SQL Server, MS InfoPath, and Visual Basic to enable real-time tracking of IT assets across six dispersed airfields for the US Army Aviation Center of Excellence directly resulting in a 100% accounted for audit finding for all assigned IT assets achieving what had been deemed an impossible task.I architected and deployed a secure audio/video digital signage notification system spanning multiple Army airfield locations distributing required messaging via multicast networking to kiosk computers.Promoted to IT Support Supervisor.

As the sole third shift technician and only employee on site after standard business hours I monitored and repaired BGP Tier 1 internet connectivity and peering sessions issues.I achieved 100% effectiveness, ensuring no downtime from recoverable outages for major broadband customers spanning the continental United States.This company was bought out by Cogent who laid off all current employees.

While serving as the Platoon Leader for the Electronics Maintenance Platoon, 8th Battalion, Camp LeJeune I managed the support staff technical responsibilities to include hardware upgrade, migration, troubleshooting, break\fix operations, parts inventories and data wipe and disposal.I supported senior staff over-the-shoulder with various software suites, application issues and computer hardware problems and performed hardware upgrade, migration, troubleshooting and break\fix operations while managing parts inventories and data wipe and disposal.I self-educated and worked directly with the Network support staff to increase my responsibility base to Active Directory and Exchange administration.