Optimized productivity with the implementation of enhanced AV services; streamlined technical support; improved customer experience; and boosting team morale. Provide IT Service Delivery to over 6100 customers countywideExecutive Achievements:• Restructured the Annual Evergreen Process: Replacing 25% of our computer assets & monitors annually.• FY17, FY18 & FY19 projects were completed ahead of schedule, resulting in significant cost savings ($50K/year)• Imposed cost avoidance methods to reduce excessive overtime; better utilize resources; and remove duplication of work. Cost savings realized ($100K/year) • Adapted ITSM Service Delivery and Support practices through the implementation of a multi-tiered Service Desk.• Improved productivity by almost 10%, going from 70% average First Call Resolution (FCR) to79% FCR in less than 9 months from my arrival at the County.• Coordinated the delivery of over 750 laptops and 1000 cell phone units to vital county personnel during Covid-19 Pandemic. An additional 500 laptops and 1000 cell phones will need to be scheduled in accordance with the “Stay-at-Home” order.Technology Leadership Contributions:• Introduced a new organizational structure, focusing on the ITIL framework; resulting in a more positive & proactive approach to the customer experience, both Internally & Externally.• Manage multiple cross-functional teams…IT Operations (Desktop & Deployment Services), AV Services; & Mobility Services• Partnered with peers and IT Leadership to create IT three-year strategic plan and budget, which included capital project and ongoing expenses• Managed relocation of over 800 employees from 7 different locations into one central location.• Introduced New process workflows and Standard Operating Procedures (SOP)• Change Management • Major Incident & Problem Management • • AV Standards & Guidelines• "Hot Swap" Program • Asset Management Module

Established critical vendor & business relationships; negotiated SLA’s, RFP’s & crucial contracts; Collaboration with key executive stakeholders to define specific business needs; analyzed/implemented strategic solutions; leveraged emerging technology; defined business solutionsExecutive Achievements:• Help Desk function brought back in-house after terminating outsource contract• Established essential vendor relationships and negotiated contracts, saving the Office over $1M• Operational transition from legacy technology to implementation of Server Virtualization; cloud computing and VDI solutions.• Managed & Coordinated multiple capital projects simultaneously• Zone-2 Migration (2015) • Desktop/Laptop Refresh (2014-2015)• New MCSO HQ Building (2011-2014) • Jail Surveillance & Security System (2011-2014)• Web-Based Video Visitation & Kiosk System (2012-2014)Technology Leadership Contributions:• Streamlined the technical support service delivery processes • Managed multiple cross-functional teams…IT Operations (Desktop, Help Desk & Mobile Data Computing); Server Administration; IT Security; LAN/WAN Administration; & Help Desk• Perform SWAT analysis to identify areas for improvement leading to the implemented new technology solutions• LANDesk Service Desk (2013) • Biometric Entry/Egress System (2012 –2014)• LANDesk Management Suite (2005) • Established Internal Help Desk (2003)• Negotiated Implementation & Support Contracts• Coordinated Upgrades\Enhancements to current systems in order to improve customer experience• Developed/Implemented/Administered implementation of Client\Server technology (HW/SW).• Replaced Court Tower Surveillance System (2012) • Opened several new Sheriff’s Office facilities (2003-2014)• Create and execute short and long-term departmental goals, objectives, policies, and operating procedures.• Establish IT support processes, SLAs, and communication guidelines** Additional information on Resume

• Established & Built Vendor Relations; Negotiated Contracts; Provided Break/Fix Services; Educated Customers• Perform Research & Analysis of HW/SW through Benchmarking and multi-vender site searches.• Configure workstations to meet customer requests, utilizing Windows 9x/ME/NT/2000/XP• Designed a POS – Inventory Management Database for a Local Company, utilizing MS Access 2000.• Preserve & Maintain Accounts Payable & Receivable information

• Managed 24x7 Team of 15 Desktop/Server/Telecom Technicians, assuring sound design of solutions, setting priorities and driving projects as well as overseeing operational and support tasks.• Activated the Emergency Operations Center (EOC) during the 9/11 Disaster • Delivered and Coordinated 24/7 critical technical resources & services • Collaborated with America West Airlines Sr. Leadership; NTSB; ATF; Local PD; Key Stakeholders (Other airlines; etc.)• Modified Service delivery procedures, thus improving on-time performance & making them a top service provider in the industry• Educated/Trained Help Desk Personnel; Designed Hardware/Software “Standards”• Maintained the Integrity of all Workstations, Servers, Phone Systems & Network• Developed & Implemented New and Innovative Processes – Change Management; Error Log; Etc.