Experience

• 

  Saic

  Jun 2011 - Oct 2012

  Computer tech i

  Provided front-line technical support to over 2,500 employees in a fast-paced call center environment. Diagnosed and resolved hardware, software, and network issues, ensuring minimal disruption to daily operations. Assisted with troubleshooting, system maintenance, and upgrades to ensure smooth IT functioning across the organization.Key Responsibilities:•Resolved technical issues related to hardware, software, and network systems, improving user experience. •Performed system maintenance tasks, including server reboots and basic troubleshooting. •Provided training and support to end-users, improving technical proficiency and reducing the volume of repeat issues. •Collaborated with cross-functional teams to ensure efficient service delivery and rapid issue resolution.Key Achievements:•Reduced downtime by addressing technical issues promptly, ensuring consistent productivity across departments. •Streamlined the troubleshooting process by implementing efficient solutions, improving first-call resolution rates. •Led training initiatives for users, resulting in enhanced system understanding and fewer recurring issues. Show less

• 

  Covenant health

  Nov 2012 - Sept 2020

  Provided expert-level support for complex hardware, software, and network issues, acting as the Subject Matter Expert (SME) for print infrastructure and SharePoint services. Led initiatives to improve system performance, standardize processes, and streamline support operations.Key Responsibilities:•Served as the SME for print infrastructure, including servers, MFDs, and desktop printers, ensuring consistent and reliable configuration and support. •Created and implemented print server and hardware configuration standards, improving system reliability and reducing support issues. •Trained technical staff on print infrastructure standards, automating configuration and deployment processes to enhance efficiency. •Led the transition to On-Prem SharePoint 2016, acting as the Farm and Collection Administrator, overseeing the setup and deployment of services. •Educated both technical and non-technical staff on SharePoint functionality, improving understanding and system utilization. •Collaborated with IT teams and management to optimize system performance, enhance service delivery, and address ongoing technical challenges.Key Achievements:•Improved departmental efficiency by developing and standardizing print infrastructure processes, enhancing staff productivity and reducing manual tasks. •Increased system reliability and security by automating configuration tasks using HP Web Jetadmin, and setting security baselines for print infrastructure. •Spearheaded the successful transition to SharePoint 2016, improving deployment processes and system functionality across the organization. •Enhanced end-user experience by providing comprehensive training on SharePoint services and print infrastructure, leading to fewer support requests and better system usage. Show less Provided technical support for end-users, both deskside and remotely. Coordinated system maintenance and upgrades, ensuring minimal disruption to business operations and delivering high-quality support.Key Responsibilities:•Resolved complex technical issues, assisting users both deskside and remotely with hardware, software, and networking problems. •Managed the installation, configuration, and maintenance of PC hardware and software. •Trained and supported end-users, improving their ability to use IT systems and software effectively. •Mentored junior staff, providing guidance and ensuring efficient issue resolution. •Collaborated with IT teams to identify and implement system improvements.Key Achievements:•Reduced downtime by resolving issues quickly and ensuring systems were properly maintained. •Mentored junior staff, improving team performance and accelerating issue resolution. •Improved system reliability and client satisfaction through efficient support and proactive training. Show less Provided deskside and remote support for over 9,000 employees, assisting with hardware, software, and network-related issues. Collaborated with IT teams to resolve technical problems and ensure minimal disruption to users.Key Responsibilities:•Assisted clients with technical issues related to hardware, software, and networking, both onsite and remotely. •Installed and configured new hardware and software, ensuring proper functionality and minimal user downtime. •Troubleshot technical problems, escalating unresolved issues to higher tiers when necessary. •Documented and tracked issues and resolutions, creating knowledge base resources for future reference. •Provided training and support to end-users, improving their technical proficiency and reducing recurring problems.Key Achievements:•Streamlined troubleshooting processes, reducing resolution times and improving client satisfaction. •Enhanced system uptime by assisting in timely hardware and software installations and repairs. •Improved user experience by offering prompt and effective support, both in-person and remotely. Show less Monitored and supported data center operations, providing technical assistance to internal users and vendors. Assisted with projects to enhance customer service and improve IT support infrastructure, ensuring smooth operations for over 9,000 employees.Key Responsibilities:•Monitored IT infrastructure, including server reboots and routine maintenance, ensuring systems ran efficiently. •Provided technical support for hardware, software, and network-related issues, resolving problems promptly. •Assisted with IT projects, including hardware upgrades and system maintenance, ensuring smooth implementation with minimal disruptions. •Collaborated with cross-functional teams to identify and resolve technical issues, contributing to the smooth operation of business processes.Key Achievements:•Improved data center operations by assisting in the installation of fiber infrastructure, increasing connectivity and supporting new network technologies. •Contributed to successful IT projects that improved system performance and minimized downtime. •Enhanced technical documentation and support materials, streamlining issue resolution and improving operational efficiency. 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  • User Support Analyst Senior

    Sept 2019 - Sept 2020

  • User Support Analyst Staff

    Aug 2015 - Sept 2019

  • User Support Analyst Associate

    Feb 2014 - Aug 2015

  • Operations Analyst Associate

    Nov 2012 - Feb 2014
• 

  Saic

  Oct 2020 - Apr 2022

  Technical services team supervisor - printer support

  Led a team of Print Support Technicians, providing guidance and support for over 6,000 printers deployed in the FAA environment. Managed remote and on-site troubleshooting, maintenance, and configuration of printer systems, ensuring consistent service delivery and optimal performance.Key Responsibilities:•Supervised a team of Print Support Technicians, offering mentorship, coaching, and guidance to meet goals and service objectives. •Managed remote printer support, handling configuration, monitoring, maintenance, and changes to ensure all printers functioned optimally. •Determined when on-site support was necessary and coordinated dispatch of local technicians as required. •Resolved technical issues related to printers through phone support, tickets, and remote diagnostics. •Collaborated with cross-functional teams and customers to troubleshoot complex technical problems, ensuring clear communication and efficient issue resolution. •Used historical data and knowledgebase documentation to diagnose, isolate, and resolve printer issues, improving response times and service quality.Key Achievements:•Improved team performance by mentoring and coaching, ensuring technicians met set goals and service level targets. •Enhanced printer system reliability by overseeing the successful configuration and maintenance of 6,000+ devices. •Reduced on-site dispatches by implementing efficient remote support processes, saving time and resources while maintaining high service standards. •Streamlined technical support processes, improving issue resolution time and reducing operational downtime. •Acted as the SAIC representative for deploying an enterprise-wide data monitoring and analytics system into the FAA print environment, coordinating with multiple FAA teams and vendors to ensure seamless integration and successful deployment. Show less

• 

  Centriworks

  Apr 2022 - Mar 2025

  Led service delivery for Centriworks' clients, managing service desk operations and overseeing IT projects to ensure the successful implementation and deployment of core services. Coordinated resources, optimized workflows, and collaborated with internal teams to meet client expectations and timelines, providing a seamless client experience.Key Responsibilities:•Managed service desk operations, overseeing ticketing systems to resolve client issues within SLAs.•Led a team of technicians, mentoring and training to improve performance, technical skills, and cross-team collaboration.•Coordinated with teams and vendors to procure project hardware and software, ensuring timely availability and smooth implementation.•Oversaw the deployment of core IT services, ensuring timely and successful delivery while minimizing client disruptions.•Collaborated with cross-functional teams to resolve complex client issues, identifying root causes and implementing solutions to prevent recurrence.•Monitored service desk performance, tracking SLAs and identifying trends to drive continuous improvement across the IT division. Key Achievements:•Successfully managed IT projects, ensuring on-time deployment and meeting client specifications while maintaining high service standards.•Streamlined workflows, reducing ticket resolution times by automating routine tasks and optimizing resource allocation, improving overall efficiency.•Enhanced customer satisfaction by improving service desk processes, accelerating issue resolution, and increasing client retention.•Led the deployment of core services, including hardware and software solutions, enhancing client infrastructure while minimizing service interruptions.•Mentored and developed team members, fostering professional growth and improving SLA adherence and team collaboration. Show less Managed and led IT projects for Centriworks’ clients, ensuring successful deployment and implementation of core services. Coordinated resources, procured necessary hardware and software, and oversaw the smooth execution of projects to meet client needs and timelines.Key Responsibilities:•Led IT projects for clients, managing the assignment of resources and ensuring efficient deployment of hardware and software. •Coordinated with internal teams and vendors to procure hardware, software, and services, ensuring the timely availability of resources for project implementation. •Oversaw the implementation and deployment of core services, ensuring they were completed on time and within client specifications. •Worked with cross-functional teams to ensure project milestones were met and resources were allocated effectively. •Monitored project progress, ensuring that deliverables were completed as planned and addressing any issues that arose during the implementation phase. •Collaborated with internal teams to track and report on project status, ensuring alignment with project goals and timelines.Key Achievements:•Successfully delivered IT projects for clients, ensuring on-time deployment and meeting service specifications. •Streamlined resource allocation and procurement processes, ensuring timely project execution and minimizing delays. •Led the procurement and deployment of hardware and software for various projects, contributing to improved client infrastructure and service delivery. •Improved project workflows by closely monitoring progress and addressing any implementation challenges, ensuring minimal disruption to client operations. Show less Led a team of service desk technicians, delivering exceptional IT support and ensuring high client satisfaction. Managed service desk operations, optimized workflows, and ensured prompt issue resolution within SLAs.Key Responsibilities:•Led a team of technicians, providing guidance, mentoring, and training to improve performance and technical skills. •Managed service desk operations, overseeing ticketing systems (ConnectWise Manage and ECI e-automate) to ensure efficient issue resolution. •Collaborated with cross-functional teams to resolve complex technical issues and minimize client impact. •Developed and implemented process improvements to enhance customer service and reduce resolution times. •Monitored team performance, generating reports to track SLAs, identify trends, and drive continuous improvement. •Served as the point of escalation for high-severity incidents, ensuring quick resolution and strong client relationships.Key Achievements:•Enhanced service desk efficiency by implementing process improvements that streamlined workflows and improved response times. •Reduced resolution time by integrating automation tools, optimizing tasks for higher-priority issues. •Led the resolution of high-severity incidents, ensuring minimal downtime and business continuity.•Developed team members through coaching, leading to improved performance and higher SLA adherence. •Fostered strong client relationships by setting clear expectations and delivering exceptional service under pressure. 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  • IT Service Delivery Manager

    Jun 2024 - Mar 2025

  • IT Project Manager

    Jan 2024 - Jun 2024

  • IT Service Desk Supervisor

    Apr 2022 - Jun 2024