Led a department of project management personnel and engaged as required to ensure successful project completions and profitability. Responsible for the high-quality completion of all projects with an emphasis on Managed IT Services and cybersecurity among 90+ external clients and internal for ICX. Defined and maintained standards for ICX’s project management through PMBOK guidelines. Responsible for overall department performance and metrics deliverables to Leadership. Worked closely with critical external, internal, and third-party stakeholders through full project lifecycles including scoping, quoting, procurement, setup/installation, monitoring, and final auditing/reporting.• Introduced PMBOK framework to the existing Project Department. Designed ICX’s platform for project management, ConnectWise, to align with current process standards to maximize efficiency, communication, and documentation.• As assigned Project Manager, successfully closed over 230 internal and external IT projects over an 8-year period with a combined Project Revenue exceeding $7.6 million.• Successfully managed ICX to its first SOC 1 Type 1 attestation in 2016 for the audit of internal controls as a service organization by the American Institute of Certified Public Accountants (AICPA). Managed annual re-attestations through 2019. • Among the 230+ complex projects personally managed was a diverse list of types, with 10-20 consistently managed simultaneously. These types included New Managed Client Onboardings, Network Infrastructure Upgrade Installations, New Office Network Installations, O365 Email and Data Implementations / Migrations, Server Migrations, Desktop as a Service (DaaS) Implementations, Security as a Service (SECaaS) Implementations, Network Infrastructure Security Assessments (NISA), VoIP Implementations / Migrations, Active Directory Implementations, A/V Installations, and Data Circuit Installations.

As Project Manager (Sept 2016-Oct 2017), responsible for the high-quality completion of all IT-based projects among external clients and internal for ICX. Worked closely with critical external, internal, and third-party stakeholders through full project lifecycles including scoping, quoting, procurement, setup/installation, monitoring, and final auditing/reporting.As Client Relations Manager | Process Control Manager (Mar 2016-Aug 2016), managed the daily operation of a team of Service Desk technicians in providing hardware and software support to 3000+ end users among 60+ clients in various fields of industry including clinical, legal, spiritual, insurance, hospitality, and nonprofit.

Managed the daily operation of the IT Service Desk. Led a support team that provided compassionate hardware and software support to 1000+ end users among 7 inpatient care centers and 10 team offices in NE Florida. Managed an annual budget up to $500,000 for personnel and hardware resources. Drove the high-quality completion of 100+ IT projects and initiatives.• Achieved an overall 97% end-user satisfaction rate for Service Desk team survey responses, exceeding the expected 90% goal.• Managed multiple Service Desk device refresh projects for 2500+ desktops, laptops, tablets, printers, and mobile phones resulting in enhanced user experiences for all impacted departments. Managed the Service Desk upgrades of 700+ company-owned PCs to Windows 7 and MS Office 2010 resulting in enhanced user experience and greater network security.• Managed the 2015 scoping and implementation of MSSC Configuration Manager, Microsoft’s solution for hardware imaging and software/driver installation to replace the prior Symantec Ghost solution. The successful completion resulted in the IT Department experiencing a 40% reduction in hardware-imaging time, and an annual department savings of $4000 with the elimination of prior licensing.• Managed the 2015 scoping and implementation of BMC Track-IT, the new Service Desk platform to replace multiple older IT solutions: Altiris (ticketing system), MS Access / ManageEngine (asset management), and Track-It (purchase order management). The successful completion resulted in greater metric reporting for Service Desk tickets and hardware resources, and the consolidation of multiple asset locations into one database for improved access.

Owner of a Desktop Publishing business specializing in the publications of grade-school yearbooks in the northeast Florida area.• Managed all aspects of publications, including asset collection, meeting coordination, layout and design, printing and binding. Managed costs to meet clients' annual budgets. Organized subcontracts with printing and binding companies.• Interacted frequently with school representatives and publishing vendors throughout the school year to review submitted assets and to successfully meet end-of-year delivery deadlines.• Scanned and edited photos in Adobe Photoshop. Created digital layouts in Adobe InDesign.• Submitted and reviewed proofs with school representatives to complete necessary edits.

Provided real-time remote software and technical support for 100+ professional sports teams, professional league officials, and national and local broadcasters during live sporting events. Performed on-site hardware and scoring training/support at various sporting events through league regular seasons and playoffs. Performed hardware refurbishment and maintenance of each league’s team scoring laptops and associated equipment.• Scope of supported client base included the following professional sports leagues and their league officials and broadcasters: National Basketball Association (NBA), National Hockey League (NHL), Women’s National Basketball Association (WNBA), National Basketball Association Development League (NBDL), and World Team Tennis (WTT).• Monitored the flow of real-time game data from sports arenas to the league offices and their third-party statistical services. As league scoring and data flow issues arose, worked with internal and external (in-arena) team members to load active game files to quickly identify and resolve.• Performed Q/A testing of software updates to the league scoring systems.