SR IT Tech Support of the West Coast. Duties include but not limited to, support special projects consisting of, Server Migrations/Swap Outs, Network upgrades. Hardware management and support, OS and Office as well as COT support. Laptop imaging, backups and support thru multiple vendors.Regional Office support, onsite and remote.

Cascade HWSpearhead work efficiency and provide IT solutions in accordance with operational needs; credited for reducing 85% of delays through updating and managing WSUS, MTM, Intune, and all BYOD devices.Deliver technical support including installation and configuration of computer hardware, software, and telecommunications equipment, maintenance of new / existing servers and virtual machines (Hyper V), and enhanced IT services by suggesting purchases of new products (hardware and software). Direct wide range of help desk operations, enabling efficient problem resolution, service request generation, knowledge enhancement, and access management. Effectively organize meetings and conference rooms by utilizing Office 365, Polycom, and Surface Hub technologies. Educate staff regarding new software products and services by developing impactful training programs. • Maintained datacenter assets (Server install, decommission, cabling, and rack management), managed SIEM, and presented four technologies in VM environments; earned recognition for reducing downtime by 90% through preparing SOP for hot swappable thermal printer processes.• Eliminated redundant services to ensure consistency and monitored RDS services to enhance efficiency of remote workers by 50%. • Improved efficiency rate up-to 90% by upgrading SQL database backups and restoring processes, and introduced automated processes.

Served as a key stakeholder and global operations consultant; improved operational readiness over 40% and held full accountability for portfolio assets, service readiness, and OMS / SQL assessments.Achieved organizational goals by managing 100% of the hardware procurements in multiple data centers. Analyzed key metrics to optimize performance of operational resources resulting in 20% efficiency improvements and 98% efficacy within SLA / OLA. Supported execution of disaster recovery plans (run books) to reduce risks and secure data. Collaborated with staff to comply with governance supporting revenue cycles. Established and managed complex release processes and provided business intelligence reporting to management team. Boosted business growth through skillful execution of KB process for continuous service improvement and learning.• Directed and mentored team of 15 offshore support engineers; monitored performance and effectively rectified deficiencies by redesigning support training for over 60 personnel.• Secured 100% offerings by strategically directing application portfolio services, as well as maintained strong relationships with internal groups and third parties to ensure compliance with SLAs / OLAs.

Enhanced operational performance and oversaw regulatory compliance, while elevating response time by 15% through monitoring and notifying all operations across the platform. Increased staff productivity up to 30% and mitigated risks through training and team accountability. Evaluated comprehensive service reviews and QBR metrics to identify and optimize strategies. Executed service delivery plans to increase organizational performance. Formulated and executed release policies to ensure flawless execution of all releases. Directed all managerial tasks; maintained departmental budget administration, organized staff cross-training and duty rotations, and created/executed disaster recovery plans. Attained rapid increase in effectiveness over 22% and improved uptime from 90% to 99.6% by accomplishing a TTR goal of 85%. • Managed large number of hardware refreshers (upgrades, system patches, OS/SQL/IIS optimization, and security reviews) to protect systems from security threats. • Implemented PBM process to identify and eliminate redundant incidents by 10%, and reduced ticket count by 13%.

○ SR. Analyst of the 747, 767 Lines and backup support for AOG teams○ LEAN facilitator within the tubeshop in charge of procedural changes utilizing LEAN methodologies.○ Received 2 awards for changes in inspection procedures of CNC machines and elimination of TCE 111

○ 63H10 – Wheeled and Tracked Vehicle Repair (Gasoline/Diesel)○ Honorable Discharge, Medals: Good Conduct, ARCOM, Army Achievement