Oversee a team of 25 IT professionals, managing workload and project oversight for 8 active initiatives. Creating a team of collaborators and culture of support within the organization. Subject Matter Expert (SME) to the NEC Director. • Direct a team of 25 IT professionals, effectively managing workload distribution and overseeing project management for over 8 active projects.• Manage local personnel issues in coordination with corporate for a 47-member contract team, ensuring efficient resolution of personnel and contractual challenges with government stakeholders.• Evaluate, suggest, and enforce local site-specific policies that align with company standards and operational needs.• Supervise resources, including IT staff and external vendors, to ensure quick resolution of high-priority incidents..• Conduct regular weekly inspections to increase visibility of actioned items and improve service quality by 12%.• Coordinate the continuous operation and stability of IT systems and infrastructure outside of regular business hours.• Partner with the Contracting Officer’s Representative (COR) to proactively manage requests and respond effectively, ensuring customer satisfaction.• Prepare and present monthly and quarterly availability reports and quality control metrics, ensuring adherence to Service Level Agreements and alignment with the Army Information Technology Portfolio (AITP).

• Provide cybersecurity oversight for Classified/Unclassified Army networks supporting 9,000+ users and 11,000+ systems.• Analyze monthly audits of the Classified/Unclassified - Installation Campus Area Network (ICAN) network for non-compliance, discovering and remediating findings monthly.• Perform weekly vulnerability assessments for 3,000+ non-standard project managed (PM) systems on the network, ensuring software compliance and security in accordance with Department of Defense and PM guidelines.• Manage and close out security incidents as they are discovered or reported.• Created, submitted, and tracked progress on the program of actions and milestones (POA&M) during the Risk Management Framework (RMF) renewal period. • Guided my team through a successful Command Cyber Readiness Inspection (CCRI), achieving a Fully Compliant score in HBSS portion of the inspection.

Manage 3 teams, composed of 10 technicians, with responsibility for account, web and desktop support of over 10,000 systems and Active Directory accounts. Leverage IT Service Management Remedy (ITSM Remedy) reporting to ensure timely resolution of trouble tickets. • Coordinated with multiple teams to drive issues to resolution within Command, Control, Communications, Computers, and Information Management (C4IM) standards.• Performed briefings to Service Desk staff on changes or deployments that could affect incident volumes.• Conducted interviews, hiring, training, and performance appraisals.• Instituted new processes and procedures to successfully integrate service desk personnel with Video Teleconference (VTC) operations and scheduling.• Created a knowledge base for the service desk, significantly increasing response time and improving overall customer service. • Generated essential reports and metric data as required by government personnel

Manage 3 teams, composed of 10 technicians, with responsibility for account, web and desktop support of over 10,000 systems and Active Directory accounts. Leverage IT Service Management Remedy (ITSM Remedy) reporting to ensure timely resolution of trouble tickets. • Coordinated with multiple teams to drive issues to resolution within Command, Control, Communications, Computers, and Information Management (C4IM) standards.• Performed briefings to Service Desk staff on changes or deployments that could affect incident volumes.• Conducted interviews, hiring, training, and performance appraisals.• Instituted new processes and procedures to successfully integrate service desk personnel with Video Teleconference (VTC) operations and scheduling.• Created a knowledge base for the service desk, significantly increasing response time and improving overall customer service. • Generated essential reports and metric data as required by government personnel

Provided leadership and training for a team of eight (8) extremely technical Service Desk technicians and two (2) System Administrators with responsibility for desktop support for over 10,000 systems. Monitor HEAT and ITSM Remedy to ensure timely resolution of over 11,000 trouble tickets which earned company thousands in bonus dollars. • Led ITSM Remedy ticketing system migration ensuring the transition was seamless to the customer. Also implemented a Total Ticket Ownership process to improve team member accountability, customer prioritization, and reduction in troubleshooting time as well as customer downtime. • Successfully guided the migration of over 8,000 email accounts during the Defense Information Systems Agency’s (DISA) email migration and produced 99% success rate. • Established a process to reduce 90% of the company’s paper waste by digitally storing archive data which also saved time and improved efficiency.• Coordinated and provided information to the Army Enterprise Service Desk (AESD) streamlining cutover to the new Tier 1 desk without service interruption. • Produced all necessary reports and metric data required by government survey teams.

Oversaw training and mentorship for all new staff which included maintaining HEAT tickets for hardware/software installation and upgrades during troubleshooting and repairs. Monitored, installed, and performed maintenance/upgrades on desktop and laptop computers. Maintained oversight of machine and user accounts in Active Directory.• Provided Tier 2 support via telephone, email and on-site troubleshooting for all issues unresolved by the local Information Management Officer (IMO).• Maintain the security of client computers and data by ensuring operating system updates and virus protection are up-to-date. • Created help desk documentation on problem solving techniques.• Tracked equipment repairs and administered all computer platforms to resolve any network connectivity problems. • Utilized remote desktop software for troubleshooting and assistance in expediting solutions for end users.

• Managed HEAT tickets for hardware and software issues, monitored, installed, and maintained desktop and laptop computers.• Administered all computer platforms to resolve network connectivity problems and provided Tier 2 support for complex issues.• Ensured compliance with required Army patches and maintained Information Assurance Vulnerability Assessment.

As a CompTIA Instructor at I/Tech Services, Inc, I had the opportunity to lead discussions, test students, and personalize tutorials to ensure their success in the field of IT. I instructed students on hardware types, upgrades, and break/fix scenarios, preparing them for the challenges they may face in the industry. By keeping records of each student's progress and providing personalized tutorials, I was able to help individuals achieve their testing goals.