Responsible for coordinating communication and collaboration across teams and with stakeholders, both end clients and prime contractors. Drive weekly and biweekly meetings to provide status and remove impediments for both contract team and clientele. Develop and maintain project documentation, such as PMP, and provide customized deliverables to clients and prime contractors. Hold quarterly meetings with corporate leadership to provide project and financial status and meetings with corporate leadership and client leadership to discuss satisfaction and growth opportunities. Ensured full spectrum IT services for multiple clients. Managed, mentored, and lead staff in a fully remote and hybrid environments in response to the COVID pandemic and due to organizational needs across multiple states. Responsible for hiring and development of staff, as well as seeking organic growth opportunities across contracts.

Responsible for onboarding Army organizational tenants into personalized Azure environments utilizing common services, and active monitoring of common services in addition to Tier 1 & 2 24/7/365 support. Regularly engaged with program and project managers, account executives, and client organizational leadership to communicate status and develop objectives while working to remove impediments. Managed, mentored, and lead staff in a fully remote environment in response to the COVID pandemic and due to organizational needs across multiple states. Developed and maintained process documentation and knowledge base for both internal and external consumption. Responsible for hiring and development of staff.

Responsible for both project and vendor management while ensuring end user support, such as desktop support functions, to meet SLA's for all internal IT operations. Regularly interacted with executives and other functional area leads and staff to clarify requirements and to ensure clear lines of communication. Provided IT Operations financial budgeting data and participated in strategic IT planning operations for future fiscal years. Managed, mentored, and lead staff in a fully remote environment in response to the COVID pandemic.Responsible for maintaining compliance with ISO 27000, ISO 20000, CMMI 3, and DFARS standards, utilizing ITIL and NIST 800-171 frameworks and preparing for CMMC accreditation. Responsible for user and device management in on-site Active Directory (AD), Exchange, and Office. Managed and maintained on-site AD and related services in a hybrid setup with O365/Azure AD. Responsible for System Administration functions such as patching and access management. Utilized SCCM to patch and maintain devices and software. Tracked and maintained soft and hard assets enterprise wide using hybrid ticketing tool. Responsible for IT infrastructure and network support at headquarters. Utilized and provided remote desktop access. Responsible for maintaining audio/visual conference tools.

Responsible for both project and vendor management and ensuring SLA's were maintained for all tiers of IT Service Management (ITSM) support enterprise-wide, across multiple locations nationwide on a 24 by 7 basis. Regularly interacted with executives and other functional areas leads to determine requirements and to ensure clear lines of communication. Provided IT Operations financial budgeting data and participated in strategic IT planning operations for future fiscal years. Managed, mentored, and lead staff at multiple locations consisting of full-time employees (FTEs) and interns.Responsible for maintaining compliance with ISO 27000, ISO 20000, CMMI 3, and DFARS standards, utilizing ITIL and NIST 800-171 frameworks. Developed and maintained Standard Operating Procedures (SOPs) and administrator guides for new and continuing services, logged and tracked all changes and developments through their lifecycle. Responsible for monitoring network support at multiple locations and regularly patching firewalls. Managed and maintained full Office 365, Exchange Online, and Azure AD backbone for internal users and guests. Responsible for device patch management for Microsoft and third-party software using non-Microsoft tool. Tracked and maintained soft and hard assets enterprise wide. Deployed additional Identity Access Management (IAM) tools such as Multi-Factor Authentication (MFA) and Single Sign On (SSO) enterprise-wide and maintained associated best practices. Utilized and provided remote desktop access. Responsible for System Administration functions such as patching and access management. Responsible for maintaining audio/visual conference tools.

Responsible for fulfilling ITIL framework requirements regarding ITSM for multiple tiers of ticket resolution for both on-site and off-site customers during regular business hours and on-call in an international 24 by 5 environment supporting nearly 3000 people. Lead and participated in training new hires and interns in both corporate culture, customer service, and IT troubleshooting and resolution, including quality control activities. Lead daily stand-up meetings to coordinate efforts, allocate resources, and allow shared insight, in addition to topic-specific meetings regarding specific projects and improvements. Responsible for user and device management in on-site AD, Exchange, and Office, utilizing SCCM for patching native and third-party software.Responsible for investigating user problems and identifying root cause across multiple platforms and form factors, determining options, and testing and implementing solutions. Responsible for ensuring audio and visual meeting support. Worked with external vendors for troubleshooting and resolution.Participated in asset tracking activities. Worked across functional areas to identify needs and formulate solutions and policies for standardization and improvement. Utilized on-premise Microsoft tools for IAM. Utilized and provided remote desktop access.

Responsible for all tier 1 and 2 support efforts both with IT infrastructure and facilities. Acted as the primary party responsible for ticket tracking, asset management, IAM (for both IT and the facility), and responsible for all day-to-day management of tools and resources. Worked directly with various vendors to resolve and maintain the full complement of services. Responsible for all on and off-site employees and all on-call services on a 24 by 7 basis.

In additional to Research Analyst responsibilities, responsible for identifying and interviewing Research Analyst candidates. Provided on-going mentorship and training to all team members. Lead weekly meetings to coordinate efforts, allocate resources, and allow shared insight, as well as topic-specific meetings regarding specific projects and improvements. Assigned tasks and Customer Service Requests (CSR). Suggested and supported corrective action as required.

In additional to Research Assistance tasks, performed independent research in industry and government periodicals regarding upcoming opportunities and trends to created Opportunities and Expected Opportunities in research database. Provided analytical input on industry trends and helped standardize internal processes and implemented improvements. Responsible for participatingin training and the Quality Assurance & Quality Control (QA/QC) of new hires work. Responsible for assigning and distributing CSR among team.

Performed market research on all federal contract estimated to be valued over $1 million per annum and tracking opportunities through their life-cycle. I communicated regularly with Contracting Office Representatives (COR) and Contracting Officers (KO) regarding requirements and contract status via phone and email and attended relevant Industry Days and Bidder Events. Performed research directly related to requests from clients.Worked to QA/QC internal development team.