-Revamped network infrastructure, increasing uptime to 99.9%, and reducing the number of successful cyber attacks.-Developed and implemented the City's first Cyber Security Program which included awareness training for all employees and free training for the citizens via a partnership with Wizer Inc.-Implemented enterprise-wide M365 to expand remote work options, and support operations over 10 city departments including Police and Fire.-Re-designed the City's disaster recovery and business continuity plans while implementing a proper 3-2-1 data backup and restore operation.-Secured and managed the City's IT Budget of 570k by cutting costs and inefficiencies while optimizing current technologies and software to create a more agile environment to meet the growing needs of the City.-Standardized current hardware purchasing policies and eliminated end-user leased equipment which saved the City a total of $126,588.62 over a 5-year hardware refresh cycle.-Managed IT vendor relationships, managed service providers, and negotiate related contracts, resulting in deep savings for the City.

While working as a Customer Service Technician 2 , I use my talents to coordinate ongoing project testing and deployment and liaise for department planning and implementation efforts. Through collaboration with stakeholders, I determine areas of optimization, deconstruct issues, and develop solutions. By partnering with Microsoft, I am able to resolve printer driver and software issues in the Windows 10 migration.Some of my career highlights include:- Leading the Windows 10 migration.- Devising time and cost saving methods by implementing process improvements.- Building relationships with management sponsors, internal users, and external business partners while leading and integrating an enterprise-wide strategy and deployment effort for Windows 10 into Oakland County.- Being awarded the Top Award for Oakland County’s Employee Suggestion Program in 2018 for implementing Microsoft USMT during the Windows 10 replacement project saving $369K+.

During my time as a Customer Service Technician 1, I provided local and remote support for personal computer hardware, software, and peripherals. Beyond using group policies and active directories to install print drivers, I also carried out change order requests from inception through to completion. I developed SCCM packages for software and used my talents while serving as an Administrator for CyberArk Viewfinity Endpoint Protection and GoToMyPC.Some of my career highlights included:- Minimizing delays by managing the incident and change order queue to ensure on time request fulfillment.- Boosting customer satisfaction by resolving customer incidents in hardware and software usage.

As the owner, I oversaw the technology needs of the company by creating a customized plan providing the proper level of support and solutions with documented results. I provide a comprehensive approach while becoming the entire IT department or augmenting your existing team. My ability to resolve technical issues ranging from printer problems to maintaining a multi-location networked environment is unparalleled.

Throughout my time as a Desktop Support Specialist, I trained and educated county employees on telecommunications devices and related hardware. Not only did I migrate personal computers from Windows XP to Windows 7, but I also supported and maintained Dot Matrix Printers and HP Laser Printers. My career highlights included:- Processing auction and buyback requests for used wireless equipment amounting to $12K+.- Increasing customer satisfaction while processing 50+ calls daily.- Ensuring on time fulfillment of requests by managing the team incident and change order queue.

As a Student Engineer, I provided local and remote support for personal computer hardware, software, and peripherals. I implemented new hardware and peripherals for county standard and department owned software, escalated service incidents to wireless providers, ensured accuracy of billing and inventory records, and completed project plan estimate assurance and compliance auditing. To improve efficiency, I resolved customer incidents stemming from hardware and software usage.