Prime: Serco North America• Administered multiple system applications, resolving access issues, application errors, and functional queries while ensuring operational continuity. • Logged, tracked, and escalated reported issues using a tracking system, coordinating with developers to deliver timely resolutions and updates. • Conducted functional testing and validation of system updates and fixes, ensuring seamless integration and compliance with operational standards. • Collaborated with Navy project staff to gather requirements, execute data setups, and implement system modifications to align with project objectives. • Developed and maintained comprehensive technical documentation, including SOPs, training materials, and user manuals, to enhance team efficiency and user support. • Improved team productivity by evaluating and implementing new tools, updating workflows, and mentoring team members on optimized processes. • Led cross-functional projects, overseeing requirements gathering, implementation, and stakeholder communication to achieve successful outcomes.

(via Systems Engineering, Inc.)• Managed mission-critical application servers, subsystems, and connection managers, ensuring uptime through proactive monitoring, maintenance, and troubleshooting.• Administered IP Security Center, Activue, and other applications in a law enforcement dispatch environment, ensuring continuous availability.• Automated tasks using PowerShell and Task Scheduler to streamline operations and improve efficiency.• Managed Genetec license plate recognition application, including database/server management, SSIS package connections, and STIG remediations.• Collaborated with stakeholders to translate business needs into technical solutions, maintaining clear communication during upgrades and critical incidents.• Planned and executed system and process changes, from requirement gathering to implementation, ensuring compliance with federal regulations and creating SOPs.• Frequently researched, evaluated, and suggested new solutions for customers.• Maintained positive stakeholder relationships through clear communication and successful project outcomes.

(via Randstad Technologies & Mindlance)• Coordinated operational activities and incident response using ServiceNow and PagerDuty, ensuring timely escalation and resolution of critical incidents.• Provisioned and managed servers, accounts, and security groups using Active Directory and Azure AD, ensuring system availability.• Utilized Azure for multifactor authentication (MFA) resets, renewing secret keys for applications, troubleshooting server issues, and performing backups.• Collaborated with cross-functional teams, including Network, Security, Cloud, and O365, to implement controls and procedures during outages and maintenance.• Monitored server performance using Splunk and ServiceNow dashboard, ensuring high availability and prompt response to anomalies.• Troubleshot all types of servers, including on-prem servers, cloud servers (Azure, AWS), virtual servers (VMware, Dell iDRAC) and communicated with proper teams and personnel for issue resolution.• Leveraged SailPoint IdentityIQ and PeopleSoft to perform access management tasks, improving functionality and performance on applications such as Northern Trust, Investran, Quantum, Pega, and DocuSign.• Generated certificates for servers and performed regular audits to ensure compliance with security policies.

(via TEKSystems)• Provided end-user IT support, handling requests, incidents, and software deployments.• Administered ADManager Plus for user profile management and tracked requests using Cherwell.• Conducted 1-on-1 and group training on IT onboarding, new technologies, and process changes.• Troubleshot Cisco AnyConnect VPN, Microsoft Office 365, access, and licensing issues.• Set up Cisco IP phone lines and extensions using Cisco Unified Communications Manager.• Designed SOPs to increase IT team productivity and improve service delivery.

• Responded to helpdesk requests and managed tickets using SmarterTrack.• Provided audio/visual support for classrooms and troubleshooted technology issues.• Managed computer and projector inventory, coordinating with vendors.• Troubleshot and resolved issues on Windows and Mac systems, as well as software applications.• Provided hands-on training to faculty and students, enhancing their ability to utilize technology effectively.• Developed and implemented process improvements, enhancing helpdesk efficiency.

• Managed all IT-related tasks for multiple office locations and remote workstations.• Built a new website from scratch and executed successful online marketing campaigns.• Troubleshot and resolved issues with computers, printers, and point-of-sale systems.• Automated company tasks to improve process efficiency and reduce costs.• Migrated applications to the cloud, significantly reducing monthly maintenance costs.• Received positive feedback for technical expertise and exceptional customer service.