• Cross functional-Team Management experience• Manage the Desktop Support Engineers (Advanced Level 3 type team/ Jr Sys Amin) & newly formed Asset Management Team (ITAM-Asset Manager & Asst Specialist I & II)• Spearheaded the establishment of an Asset Management Team and collaborated closely with ITAM and Service Now Developer to successfully deploy the HAM module.• Identified and secured a new IT support vendor, resulting in a 15% increase in customer satisfaction while achieving a 10% reduction in costs.• Successfully reduced turnover rates by implementing strategies to reform team culture and promote accountability practices.• Committed to cultivating cohesive and high-performing teams within the organization by fostering motivation, promoting professional development, and employing effective hiring practices.• Review and authorize various personnel actions, such as hiring, training, and performance evaluations, to uphold productivity and quality standards within the organization.• Led a comprehensive overhaul of existing work practices to better align with the needs of Desktop Engineers, working closely with IT Project Managers to transition the team to Jira and enhance transparency for Senior Directors and OIC.• Successfully implemented Jira project tracking for both teams, enabling concierge support to be provided to VIP/Executive personnel as needed.• Led a Mobile cost-saving project, effectively optimizing costs on an annual basis.• Fostered strong collaboration between the Support Service Department and Office of the CIO, managing budgets and developing financial plans that supported company strategic initiatives. Focused specifically on a 1.6-million-dollar budget for endpoint purchases.

• Managed the Service Desk Team (10 members) (Hiring Manager) • Responsible for helping restructure our support service department into 3 groups, Support Engineers and Asset Management Team and the Enterprise & Software Team• Lead a project to remove and implement a brand-new remote software from GoToAssist to Bomgar Remote• Mentored and coached the promotion of my team lead to manager of the Enterprise Support Team and guided the promotions of some of my analysts • Assisted in an IOS mobile device project, implementation of 500 iPhones from AT&T to T-Mobile • Restructured the Service Desk to a first call resolution and restructured during covid pandemic to fit a WFH atmosphere

• Manage the Help Desk Team (12 members) (Hiring Manager) (24X7)• Created / Creating a help-desk department from the ground up after Corporate Office move to Dallas TX (POS, Pharmacy, Corp support & Customer service 4 Departments) • Implemented a brand-new functioning ticketing system (Manage Engine) in 4 months’ time.• Corporate environment – Executive level support

• Manage the Help Desk Team (8 members 6 HD & 2 Field) (Hiring Manager) (24X5)• Improved and increased production while reducing average wait time from 35 mins to 1.5 mins average; Business Process Improvement• Drove continuous improvement and customer service to ensure the highest levels of customer satisfaction. Instill an exceptional customer service ethic with all Service Desk staff; Team Building• Implemented a new Help Desk ticketing system and restructured the entire Help Desk for efficiency• Manage all department and branch level purchasing.• Oversaw the development, implementation, and administration of Service Desk team member training, procedures and policies for heightened level of production.• Ensured regular 1-2-1 meetings take place with all team members and conduct formal appraisal meetings with Director, Corporate Services. • Negotiated with vendors to secure Desktop/Laptop and related products and services in a timely and professional manner with negotiated prices to save thousands of dollars; Vendor Management• Created Email Addresses Via Exchange Management Console• Created and Maintained AD accounts and licensing of MS office 365 via admin console• Used 3rd party software to management software to ensure that all end-user clients are update.• Hands on approach to my team, escalated tickets are sent to my queue in our ticketing system.

• Corporate environment – Executive level support • Provide remote and on-site workstation support• Knowledge of SAP business management software installations• Knowledge of Cisco VPN Client – Remote in and fixed issues Via VPN• Experience in IOS for Ipad & Iphone and BlackBerry Cloud Services & phones• Experience working in a high volume on-site and call environment • Set up and maintain scheduling for incoming analyst

• Managed 52 employees• Determined the property tax rate charged to homes and Business in county• Decided and voted on each county department's budget and budget for county services • Approved and monitored the construction and maintenance of Culberson County roads• Determined county employee pay, benefits, and employment policies • Approved all county contracts, including road construction, building projects, and other legal matters and contracts• Determined the number of law enforcement personnel required• Managed a 3.2 million dollar budget and personally managed 1 of 4 precincts

• Managed all minor purchases under $5,000• Maintained asset inventory of all workstations and peripherals• Experience working with a LAN/WAN and Windows domain environment• Provided remote and on-site workstation support• Created baseline configurations for new equipment to use for single or mass deployments • Created disk images for rapid and mass workstation deployment• Trained employees on workstation and peripheral operation, and maintenance• Completed help desk tickets of equipment maintenance work and repairs• Conducted and analyzed workstation diagnostics to determine nature of problems• Installed and configured new equipment, including operating and application software and peripheral equipment• Maintained and created Active Directory accounts

• Installed telecommunication equipment, enterprise class and microcomputer system installation and engineering services• Read and interpreted floor plans, wiring diagrams, and schematics• Clamp-on amp readings of all AC & DC primary and secondary loads and performed infrared scans of all systems associated with this scope• Installed cat5 and cat6wiring and RJ45 connections • Small computer repair and internal hardware replacement• Installed and troubleshot computer and application software

• Instructed, supervised, and evaluated performance of up to 32 Marine personnel • Ordered and maintained complex, high dollar inventory of parts• Used ATLASS (Asset Tracking Logistics Automated Support Systems) to submit and track organizational inventory, preventative and corrective maintenance records, equipment records, requisitioning, receipt control, and modification and collaboration data and analysis• Prepared organizational charts, wrote official correspondence, and maintained filed reports• Provided current information to management about personnel training records• Provided information about personnel programs and procedures to employees• Performed administrative tasks, scheduled employee training, and maintained official Marine Corps publication library• Installed, troubleshoot, and repaired computer-related equipment and peripherals including but not limited to computers, network printers, monitors, CD-ROMs, network cards, sound cards• Set up computer work stations• Installed computer hardware and software