-Act as a role model for agile principles, promoting team autonomy and adaptive strategies, and delivering periodic reports to leadership on performance and sprint results. -Guide retrospectives to pinpoint opportunities for strengthening team collaboration, optimizing workflows, and elevating productivity. -Clarify roles and expectations for each volunteer, fostering accountability and motivating follow-through on assigned tasks and commitments. -Drive asynchronous communication and decision-making using Slack and Monday.com, ensuring team progress toward sprint objectives is tracked through tools such as Google Drive.

-Arrange and lead weekly agile meetings for an open-source software project, promoting accountability and maintaining the software team’s focus on objectives. -Coordinate task assignments for developers by leveraging team input to maximize operational efficiency and project outcomes. -Align stakeholder goals through roadmap planning and strategic backlog prioritization, ensuring delivery of high-impact features and solutions.

-Revitalized an abandoned test lab, collaborating with engineers to identify and resolve issues before impacting the client's production network, resulting in ongoing testing and delivery of detailed, actionable reports for the customer. -Generated KPI-driven spreadsheets to validate team efforts, rebuilding trust with the external customer and fostering productive discussions during weekly meetings. -Created customized white papers for external customers explaining the details of complex topics while tailored to each’s specific environment.

-Partook in the migration of firewalls from Juniper to Palo Alto and transitioned infrastructure from on-premises to AWS Cloud, enhancing security and scalability. -Monitored network traffic with IBM’s Q-Radar, verifying proactive threat detection and maintaining optimal system performance.

-Configured, installed, and troubleshooted Meraki Firewalls for Financial Services company, strengthening network security and enhancing performance. -Leveraged Smartsheet to track project progress, providing detailed reporting and aligning with critical deadlines and goals.

-Worked in Afghanistan for 2 years participating in numerous classified projects while repairing and maintaining Cisco VoIP phones and switches for the US Army to uphold continuous communication infrastructure. -Directed the upgrade of all network switches to 802.1x (Dot1x), boosting security and operational efficiency across the entire base. -Skillfully crafted and implemented a network redundancy initiative at a dual-core location, greatly enhancing the site's fault tolerance and overall network reliability. -Handled and actively participated in the IOS upgrades for hundreds of 3750 Series switches, optimizing system performance and ensuring timely updates. -Installed and configured new Cisco switches, conducted detailed audits, performed repairs, and guided help-desk personnel in best practices for ticket creation and troubleshooting processes. -Partnered with stakeholders to define project schedules and proactively address risks and challenges during system upgrade initiatives. -Provided detailed status reports on KPIs, tracking performance and resource utilization to confirm project alignment

-Played a key role in the deployment of Cisco routers and switches, upgrading infrastructure at substations across NC, SC, and FL to improve system performance. -Utilized Jira’s Kanban board to track project milestones and managed vendor coordination to uphold product quality and delivery timelines. -Managed document revisions and quality assurance processes to ensure consistency and compliance with project specifications.

-Configured, installed, and managed Meraki Firewalls across North Carolina, enhancing network visibility and blocking unauthorized traffic. -Developed and executed project timelines by gathering stakeholder requirements and formulating firewall policies to meet security objectives. -Diligently tracked performance and resource allocation, delivering detailed status reports and KPI updates to stakeholders for ongoing project assessment.

-Repair and maintain Cisco Switches and VoIP Phones for the US Army in Afghanistan-Served as escalation point for all Layer 2 devices in Kabul-Planned and implemented network resiliency project at a dual-core site, therefore dramatically increasing the site’s fault tolerance-Managed and participated in Cisco IOS upgrade of hundreds of 3700 Series switches-Setup MAC Authentication Bypass (MAB) on switches with Active Directory integration

-Contractor on an Automation Project-Networking and Firewall SME, clearly define and translate networking concepts to software developers

-Presided over the Tier 1 support team from January 2015 to June 2016, creating shift schedules, managing department payroll, and facilitating bi-weekly meetings with upper management to review team progress and goals. -Oversaw network infrastructure within the Managed Services Division, supporting multiple industries, including financial services, healthcare, and government, utilizing the Remedy ticketing system for issue resolution. -Carried out initial troubleshooting of networking, security, storage, wireless, and voice devices, including UCS, Nexus, and VMware vCenter to preserve system reliability. -Upgraded ASA, IOS, and AnyConnect software, troubleshot VPN connectivity, reviewed firewall logs, and modified ACLs as needed to sustain security and performance.

-Tutor students in preparation for Microsoft, CompTIA and Cisco exams-Use SalesForce to track students' Progress and Attendance

-On-site technician for 2 high schools with 2,000 total users, each user with their own computer, mostly Windows 7 with some Windows XP, Apple computers, iPhones and iPads-Migrated network printers to Windows Server 2012-Re-image/setup computers with Dell's KBOX, reset passwords, setup Cisco voicemails and VoIP phones, maintain fax machines and manage Active Directory containers-Maintain site’s Gmail account with 2,000 users and 1,000 Google Drive Documents-Troubleshoot and repair Dell, Lenovo and Apple hardware using ManageEngine as ticketing system-Lead project to prepare classrooms for computer based, end of course testing with software deployment, troubleshooting and testing-Managed summer project to repair 1,350 laptops while training new technicians-QA Tester for new district-wide inventory software, prepare excellent documentation with screenshots

-Monitored and maintained network infrastructure within Managed Services Division using Salesforce.com as ticketing system-Performed daily checks on customers storage and virtualization environments-Worked with the latest technologies from VMware, Cisco, EMC and Citrix

-Supporting 9,500 users at 85 sites across the United States as primary technical point of contact-Tracking and handling all user incidents via phone and email to completion using Remedy ticketing system-Global account management and account creation using Active Directory and IBM's iSeries AS/400-Manage mobile devices from Apple, Android and Blackberry through Citrix’s Zenprise and BES

-Perform phone support for Apple iOS products, iTunes and iCloud-Provide Windows XP, Vista and 7 networking steps for internet connectivity/access, used Apple's proprietary ticketing system

-Provide benefits to members of unions and associations, and their referrals-Enroll eligible members in life, accident, and health products-Set new appointments using referrals and lapsed policies-Lead effort towards paperless office with remote access and file sharing using Google Apps and Dropbox

-Evaluated and responded to fulfill customer needs, both with original purchases and upgrades, gained extensive customer service experience-Teach individual and group classes to customers-Plan and present group classes to other employees and general public-Give advice to business customers through consultations-B2B Sales, record and track business sales-Help receive shipments and put them away in their proper place-Continuing education with Apple’s products and services

-Researched status of expired mortgages over the internet-Moved boxes with finished cases to storage-Answer inbound calls and take messages-Handle basic IT issues

-Taught life skills and mentored elementary school children at sleep away summer camp-Implemented programs and improvised changes when needed

-worked the summers of 2001 and 2002 as a lifeguard and in the snack bar-CPR and First-Aid certified from American Red Cross