Responsible for all aspects of the development and implementation of advanced technical projects. Served as escalation point for complex problems and incidents not resolved by Help Desk Level 1 and Level 2 staff.• Developed a Windows 10 image which is currently deployed on new equipment throughout the library consortium. Provided critical analysis and feedback in evaluating Windows 7 to Windows 10 64-bit migration plans. Defined and implemented the Windows 10 transition strategy used to move over 2500 PCs to the most current operating system.• Built a working Windows 10 in-place upgrade process that also converts BIOS to UEFI, updates device drivers, and works over wireless connections.• Designed SCCM task sequences for operating system imaging, which were described as “expertly crafted” by an independent consulting firm.• Performed many successful upgrades of the SCCM environment to take advantage of the latest features available.• Directed successful migration of 1500+ mailboxes from Exchange on-premises to Office 365. Created mailbox migration process, including development of scripts to automate licensing and other Exchange Online settings. Trained technical staff to assist in deployment process performed after hours with limited interruption to service. Supported all aspects of Office 365 email migration, including troubleshooting Exchange Online mailbox and mail flow issues.

Promoted to Corporate IT Systems Group providing 3rd level technical support for enterprise-wide applications and servers including SCCM, Sophos, Equitrac, Campaign Enterprise, Active Directory, and Group Policy, among others.• Managed server farm, including OS patching, system upgrades, physical and virtual hardware, backup & recovery functions for regional office and remote North American and European locations.• Utilized SCCM extensively to install applications, Microsoft security updates, and 3rd party software patches to thousands of computers in multiple remote offices.• Created and maintained standard computer image used agency-wide for new/rebuilt computers and for operating system migrations from one version of Windows to the next.• Developed process to backup printer shares and drivers from remote print servers for disaster recovery and server migrations.• Generated average of $60,000 in monthly savings by fully utilizing existing software product to increase cost recovery of client-related copy, print, fax, and phone usage throughout the agency.

Provided 2nd level technical support for Public Relations, Finance, Human Resources, Admin Services, and Information Technology departments.• Directly supervised two IT Assistants including interviewing, orientation, work assignments, and professional development.• Coordinated effort and led team during office move for space consolidation including moving all user computer equipment and peripherals, phones, printers and network switches.• Led major projects to implement Equitrac upgrades resulting in being viewed/recognized as Subject Matter Expert on the application. Upgrades involved installing and configuring software on the Core Accounting Server in Pittsburgh and throughout remote sites. Developed best practice administrative manual and trained peers in the management and use of system.• Prepared staff to work from home during the G20 Summit by developing a survey identifying their specific needs, supplying equipment and providing training. The Home Computer Survey is still being used throughout the agency as part of Disaster Recovery assessment.• Designed scripts that automated processes, i.e. creation of user email signature in Outlook, migrate printer shares during server upgrades, notify staff of stale Active Directory computer and user accounts.