• Provided IT maintenance and support to employees and third-party users. Device support included: Windows, Mac, and Citrix virtual machines.• Managed vulnerability resolution on end-user and production devices using vulnerability scanning software Tenable. Remediated the findings with deployment solution to meet risk defined SLAs for patch management. • Acted as dedicated mentor for IT Infrastructure intern with transition to full-time role. Managed their projects and work assignments for adherence to business standards.• Implemented new processes for application and system updates on devices. Created documentation for new and existing operational procedures within the department.• Oversaw service desk ticketing system for internal users. Assigned tickets to appropriate teams according to their severity and requirements.

• Tested and documented the novel cloud-based EZSetup application for use in Cybersecurity education and competition environments. Tools used included: Mininet, OpenDaylight, and Open vSwitch.• Assisted testing and development of survey application for gathering travel data for both UTC students and Tennessee residents. • Created promotional material for social media platforms and campus resources that increased response count for the survey application.

• Serviced Windows, Apple computers, network printers, and antivirus software for clients. Utilized multiple ticket managing systems to document interactions and paperwork.• Handled reservations and walk-ins regarding client facing technical problems for both Windows computers and Apple devices. • Reimaged Windows 10 PCs and Mac computers with secure data transfers from older systems and existing computers. Setup new devices for clients from their specifications and requests.• Demonstrated excellent customer and client relationship skills which assisted in our location receiving the highest Net Promoter Score in the district multiple quarters.

• Lead a team of three to create promotional media for the Computer Science department. Oversaw weekly meetings to establish goals for content creation and planning.• Filmed student, faculty, and alumni interviews to raise awareness for the department. Created material was featured on the university’s social media platforms.