SUMMARY:

• Four plus years of team lead and project management experience
• Over eight years of system deployment and support in enterprise IT environments
• Demonstrated history of completing projects in a variety of environments on schedule and within budget
• Dedicated to achieving goals and challenges that contribute to a business’ success and growth
• Excellent customer service skills and effective communicator across all levels of business
• Strong leadership, planning, communication and interpersonal skills

EMPLOYMENT HISTORY:

Confidential, Tysons Corner, VA

IT Support Manager

Responsibilities:

• Managed all activities related to the staffing and operation of the Information Systems Helpdesk and Hardware Teams supporting 2,500 employees, corporate events, and AV functions
• Grew team to 5 full - time technical IT support staff and 2 part-time Genesys Works interns
• Mentored and provided technical training of staff to ensure staff development
• Defined and implemented support SLAs, averaged 95% compliance across 5 ticket categories with 6 metrics
• Planned and migrated company from Skype for Business and Microsoft Teams to Slack
• Implemented help desk functions into Slack allowing users to more easily submit tickets, receive automatic answers to common questions, and contact the support team without VPN access
• Completed Windows 10 1709 and Mac OS X Mojave UAT and deployment projects
• Served as SME for $1M Fuze phone system deployment project to 30 corporate offices
• Reduced implementation costs of Fuze phone system by $90k using internal resources
• Implemented new computer upgrade process that reduced hands-on time by 60% and improved hardware returns by 40%
• Audited Office 365 and Adobe licenses monthly, reducing assigned licenses and associated costs by 10%
• Met with department leaders and CXOs to ensure IT support needs were being met
• Updated change management procedures to ensure all engineers were aware of updates to policies and practices
• Performed requirements collection and vendor selection for 3x $150k AV system upgrades
• Reviewed and updated onboarding and termination processes of incoming and departing employees, reducing LOE by 50% and significantly reducing security vulnerabilities from departing employees
• Developed unused SCCM/Parallels management system into a critical tool for software deployments and policy enforcement

Confidential, Sterling, VA

Overseas Deployment Lead

Responsibilities:

• Managed team of 22 system installers traveling worldwide on deployment assignments
• Performed hiring interviews, onboarding, and managed training and development for new and veteran installers
• Stood up new Consular section in Porto Alegre ahead of schedule and under budget
• Managed move of U.S. Embassy London involving 600 man hours and $750k of equipment on schedule, within budget, and with no service outages
• Developed two week installer boot camp that covered work tasks, contract duties, and team policies
• Created and received government approval on SLAs to be met on deployment assignments
• Documented SOPs
• Performed preliminary testing and image creation in advance of Windows 7/Office 2013-> Windows 10/O365 upgrade
• Performed post-trip and annual performance reviews with installers
• Acted as 24/7 first escalation and resolution point for system installers
• Analyzed documentation needs for installers and tasking document creation, testing, and verification to ensure accurate procedures were being performed in the field
• Coordinated with other contract teams to create cross-training and collaboration opportunities
• Conducted meetings with high-level State Department officials and Ambassadors. Typically covering upcoming deployment and training initiatives
• Traveled worldwide to provide on-site software and hardware training and workstation deployments to Consular section staff ranging from basic staff to Consular management
• Worked with development teams to develop and execute testing and validation of new hardware, software, and patches
• Deployed HP server clusters and SANs in multiple locations
• Advised local IT staff on Active Directory maintenance and Group Policy best practices
• Updated and tested images for deployment in the field
• Maintained Sharepoint site for deployment teams - Updating content and changing design layouts based off of project needs
• Regularly attended security and intelligence briefings before traveling to high-risk locations

Systems Deployment Specialist

Confidential, Washington, DC

Responsibilities:

• System Engineer III for Washington D.C. 911 Office of Unified Communications
• Managed the SQL database for the 911 dispatch applications - User management, backup verification and restoration of corrupt data, scheduling automated tasks, running update scripts, verifying redundancy across high availability servers
• Responsible for maximizing uptime and preventing outages for the basis of an entire 911 application suite
• Trained help desk on new procedures and changes for new applications and patch deployments
• Consulted with senior client management on new software and work environment technology issues
• Coordinated with external agencies (Police, Fire, EMS) to determine technology needs and timing of software updates and hardware refreshes
• Maintained Dell servers and SANs running 911 databases

Confidential, Herndon, VA

Systems Administrator

Responsibilities:

• Designed and deployed new SCCM 2012 environment
• Upgraded domain controllers and Active Directory from 2003 to 2008 R2
• Reviewed Active Directory schema and worked with senior domain administrator to perform changes
• Managed virtual servers in vCenter v5 and HyperV
• Provided Tier II help desk support

Confidential, Columbia, MD

LAN/WAN Technician

Responsibilities:

• Provided IT support for Public Safety agencies’ computer and telecommunication systems
• On-call 24/7 including weekends and provided remote desktop support over the phone and through remote connection software
• Maintained Active Directory OU for Public Safety users and computers
• Maintained Dell servers and EMC2 SANs running 911 systems
• Maintained and deployed workstation systems and mobile computing solutions
• Created Visual Basic scripts for automated installations
• Assisted in development and execution of Windows XP -> Windows 7 migration

Confidential, Fairfax, VA

Geek Squad Agent/Computer Sales Specialist

Responsibilities:

• Worked with customers to provide computing solutions based off of their current and future needs
• Troubleshot and provided technical support assistance to customers in-store and over the phone
• Managed clearance/End-of-life inventory and trained fellow associates on sales techniques and technical information