▪Maintained and enhanced the organization's IT infrastructure, including networks, servers, and systems.▪Evaluated, selected, and managed external vendors and service providers.▪Hired, trained, and mentored a high-performing IT team, fostering a collaborative and innovative work environment.▪Identified cost-saving opportunities without compromising the quality of IT services.▪Oversaw and managed IT projects from initiation to completion, ensuring they were delivered on time and within budget.▪Evaluated and recommended technologies to support strategic initiatives and improve operational efficiency.▪Stayed current with cybersecurity threats and trends, ensuring proactive measures were in place to mitigate risks.▪Implemented company-wide technology updates and held sessions to train employees on new features (DUO).

▪Established Service Level Targets (SLTs) and Operating Level Agreements in alignment with the Ministry objectives and employee’s needs.▪Implemented Servers, LAN/WAN Technologies, Computer Repair/Troubleshot Software, Networks, Virus Protection and WiFi Technology.▪Ensured System Hardware/Software, Operating Systems and related procedures work properly and consistently.▪Implemented security of the Network, Data and its storage and Communication Systems.▪Provided 1st Level Support Services to the Executive Team, Staff Members and Congregation.▪Evaluated risk and developed network recovery and backup processes.▪Successfully planned, executed, monitored, controlled, and closed all technical tasks related to configurations and implementations of all aspects of the ServiceNow platform.▪Managed IT Dept. operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.

▪Oversaw the Helpdesk staff ensuring timely tech support and problem resolution was delivered with excellence.▪Developed performance measurement frameworks and feedback systems for Help Desk Team members to enhance the quality of support delivered (i.e., customer service, communication, and technical skills); identified potential deficiencies, troubleshot challenges and provided solutions for improvement.▪Developed Service Level Agreement (SLA) and ongoing management of service level compliance.▪Solid understanding of Active Directory, TCP/IP, DHCP, Proxy, Firewalls, Routers, DNS and gateway settings.▪Deployed updates, service packs and hot fixes using Windows Update, Automatic Updates, and Group Policies.▪Maintained user rights and permission, security templates, disabling and enabling accounts via main server.▪Provided 1st Level Support Services to the Executive Team, Staff and Office Visitors.▪Solid knowledge of Ticket Systems: Heat, Magic, ServiceIT, ConnectWise, Web Help Desk and SpiceWorks.▪Configured and maintained all email to cell phone (Incl. Blackberry, Android, Treo, Palm Pilot, iPhone, iPad).▪Primary contact for Cisco IP Phone operation: CallManager – Unity System Certified Technician.

▪Responsible for training and placing new military personnel (within IT Dept) stationed at MCSFBn.▪Analyzed computer system needs and purchased new computer hardware/software for 100+ users.▪Provided front-line desktop support in an extremely busy office environment.▪Effectively identified areas of savings in order to balance the Battalion’s decreasing budget.▪Acted as primary liaison between desktop support and help desk.