- Currently designing and deploying ManageEngine ServiceDesk Plus.- Created and facilitated processes and procedures based on IT Service Management best practices.- Designed, deployed, and managed ConnectSecure, a vulnerability assessment platform.- Provided reports and trends analysis on vulnerabilities for clients.- Implemented and managed Zoho Assist, and Unattended Access platform for devices.- Implemented and managed Admindroid, a comprehensive reporting platform for Microsoft 365.- Created business cases for key services. - Drafted and facilitated Statements of Work for clients.- Drafted Statements of Work with clearly defined scope and deliverables for projects.

• Maintaining the ITSM platform to ensure optimal performance and minimal downtime.• Assigning permissions to groups and users.• Analyzing the ITSM to look for improvements.• Created and modified reports to provide KPI’s for users and customers.• Assisted with running major incident management.• The creation of dashboards to facilitate the presentation of KPI’s.

- Coordinated change and release management activities.- Created the Configuration Management process for the project.- Ran operational assessment meetings to determine if prospective changes to the IT environment met operational standards.- Performed day-to-day ServiceNow administration tasks.- Provided training on how to use the ServiceNow platform.- Provide guidance for ITSM best practices.

• Created Harris’ IT change management and problem management processes, both of which reduced unplanned outages and high severity incidents.• Responsible for all approved changes performed by Harris IT.• Organized meetings to perform root cause analysis on high severity issues.• Designed BMC Client Management topology for Harris IT and performed the technical deployment of the platform.• Created operational rules to collect key inventory data for audits and compliance purposes.• Performed analysis/forensics on malware and their decryption tools through examining data from servers, certificates, isolating the source code, and extracting certificates.• Intercepted HTTPS traffic from malware source to obtain further information.• Assisted with disaster recovery efforts by coordinating activities and providing technical input.• Aided data restoration efforts by identifying the possible threat vectors of cyber attacks.• Managed a project implementing a Network Access Control solution, which improved network security and ensured compliance with government regulations.• Salesforce administration, including module configuration, custom field sets and objects for the IT Change and Problem Management modules, and plugin integration (xMatters, Cloud Coach).• Provided supplementary assistance with the Project Web App environment.

• Assisted with establishing key baselines for system stability.• Collaborated with a team to ensure that the product performed as intended.• Supported unplanned outages via troubleshooting.• Aided with the migration from the MOBI platform to Unity.• Acted a liaison between the developers and the users.• Provided community announcements and updates.• Modified existing image assets to produce additional revenue.• Created several new gameplay assets and ensured they performed as expected in conjunction with existing gameplay mechanics

• Implemented ITIL standards using Service Design and Service Transition, including change, problem, and asset management.• Performed root cause analysis on high severity incidents and implemented long-term solutions to prevent said incidents from recurring.• Deployed the Tenable Nessus platform and generated reports to highlight critical vulnerabilities.• Spearheaded efforts for the company to become NERC and NIST compliant, including identifying and remediating security vulnerabilities.• Rebuilt and administrated the Sophos Antivirus environment.• Remediated security threats to the IT environment, such as malware and remote exploits.• Targeted modifications of the Active Directory environment via Group Policy Objects to ensure compliance with government regulations and to ensure security of the environment.• Transitioned the finance team to the cloud-based server platform Rackspace, which provided them a service improvement, while also decommissioning legacy equipment.• Created disaster recovery policies and procedures.• Maintained the server infrastructure and designed several improvements to the environment.• Supported several virtualized environments, including consolidating resources.• Performed SharePoint administration tasks, created workflows, and configured webparts.• Migrated SharePoint 2007 and SharePoint 2010 sites to SharePoint 2013.• Created a design for migrating all SharePoint content to SharePoint Online.• Managed and administrated the Office365 environment and provided a design for future SharePoint and MS Project integration.

• Leveraged ITIL Service Management practices to ensure quality of the server builds and minimalize inconvenient service disruptions.• Provided coaching across the organization regarding ITIL and ITSM best practices.• Examined Key Performance Indicators to find efficiencies.• Worked with the Transformation & Transition team to integrate client systems into HP’s environment.• Engaged the customer pursuit team to ensure proposals would be viable.• Designed and implemented server/network infrastructure solutions for new clients.• Guided server installation and infrastructure projects to completion.• Coordinated several different technical teams to ensure the deliverables were met.• Designed, implemented, and troubleshot Windows 2003/2008/2012 and VMware environments. • Configured Active Directory, Clustering, Server Administration and IIS (Windows 2008/2012).• Utilized Vcenter, EX, and HyperV to configure, maintain, and troubleshoot virtual machines • Modified the base Windows Server OS images so it would work with incompatible hardware.• Performed the technical migration of customer servers from Windows Server 2003 to Server 2008, including patching, application testing, and registry fixes. • Retrofitted legacy platforms to be compatible with newer programs.• Investigated issues IT infrastructure and application settings.• Lead the migration from SharePoint 2007 to SharePoint 2010. • Administration of SharePoint 2010 to facilitate processes and communication.• Remediation of exploits within SharePoint, including user and group permissions.• Created SharePoint forms via InfoPath for critical service delivery objectives.• Ongoing administration of the ServiceCenter and SM7 service desk platforms.• Identified and remediated security vulnerabilities/exploits with platforms. • Refined hardening procedures to produce a more secure baseline for servers.• Recommended GPO’s to promote increased security for Windows platforms.

• Used ITIL best practices to develop a deployment method for migrating systems from legacy Operating Systems to new.• Executed deployment method across several DND buildings in the National Capital Region.• Re-imaged, configured, and deployed laptops to key DND personnel while ensuring end-user satisfaction.

• Was sent by Dell Canada to Salt Lake City Utah to launch a new Call Center. Performed several Service Transition roles, examined KPI’s, created the SKMS, and provided L3 Technical Support.• Created the Escalated E-Mail Technical Support queue.• Performing the role of Knowledge Manager, producing supporting SKMS documentation and ITIL-based processes.• Formulated sales procedure for the Chat Support queue, including SKMS documentation.• Resolved escalated and unresolved issues.