Principal

• Jan 2023 - Present

Senior Associate

• Oct 2021 - Jan 2023

System Engineer

• Jul 2019 - Sep 2021

NOC System Administrator T3

• Jul 2018 - Jun 2019

Windows Systems Administrator

• Feb 2016 - Jul 2018

• Provide high quality customer/end-user support to Fornetix staff and leadership through a support process initiated through an electronic ticketing system called Vivantio • Troubleshoot, build, and maintain technical issues using a variety of resources including vendor documentation and subject matter expertise • Coordinate with leadership on potential risks and vulnerabilities within the current infrastructure • Manage system upgrades, application installs, and windows updates through the Software Configuration Management and Development Lifecycle • Responsible for researching and implementing new technologies to bring into the business such as Cisco Phone systems, Vivantio, NetApp hardware, and more. • Created an organized and detailed plan that incorporated infrastructure changes that will allow for an infrastructure that is efficient, organized, and secure. • Identify, isolate, repair, and document software and hardware related issues to maximize performance, optimal effectiveness and efficiency for end users • Create documentation to help self-service functions and support all members of IT when troubleshooting and maintaining support for end users and infrastructure. • Successfully created a lab/sandbox environment to mirror the current production infrastructure. This helped foster growth of knowledge as well as implementation of new infrastructure changes for production. • Created fully functional file server that shares a home drive, shared drive, and department drives. All drives are mapped at log in with GPO. • Project lead for VoIP phone system overseeing research, design, budget, and implementation companywide. Areas of focus for the VoIP phone system include TCP/IP, assigning network IP blocks, and updating DNS and DHCP scopes.

IT Support Specialist

• Apr 2011 - Feb 2016

• Provide high quality customer/end-user support to American Public University System staff through a desktop support process initiated through an electronic ticketing system called Footprints (BMC Product)• Troubleshoot, build, and maintain technical issues using a variety of resources including vendor documentation and subject matter expertise• Coordinate with multiple Tiers on potential risks and vulnerabilities on new systems and processes.• Manage system upgrades and installs through the Software Configuration Management and Development Lifecycle • Plan and lead software solution training sessions targeted at new and existing users • Identify, isolate, repair, and document software and hardware related issues to maximize performance, optimal effectiveness and efficiency for end users• Educate and guide users through hardware, software, and application support challenges• Develop long-range plans for IT security systems that anticipate, identify, evaluate, mitigate, and minimize risks associated with IT systems vulnerabilities• Experience using SCCM to image Windows 7 machines and push software/windows updates as needed • Ability to trouble shoot router/switch issues to help locate the root cause of the issue• Assist end users with Microsoft Office Suite errors (change/tailor to reoccurring issues you assisted users with)• Experience with AV set up and troubleshootingKey Accomplishments:• Highly knowledgeable in Active Directory, Windows Workstations, SCCM, Airwatch, Dell Services, Cisco VPN, Footprints ticketing system, and other online backup tools• Strong proficiency through experience with operating systems Windows 7/XP/2000• Experienced presenter able to communicate effectively with technical and non-technical users• Expertise with troubleshooting end user issues to security risks as well as repair hardware and software failures

Advising Project Manager

• Mar 2007 - Mar 2011

• Support the Associate Vice President and Senior Managers of Academic Advising by managing new IT projects and initiatives to enhance the universities ability to effectively assist and serve the student body.• Enhance the Student Advising and Resource Center webpage by regularly updating its content and functionality• Research, compile, and present numerical data on departmental growth, decline, student outreach efforts, and the effectiveness of new internal and external initiatives to the executive management team and other relevant stakeholders • Serve as the liaison for all IT projects, enhancements, and developments for the Advising Department• Analyze the needs of the business owners, identify and collaborate with relevant IT contacts , and initiate upgrades to existing platforms and tools in order to streamline processes and increase organizational efficiency • Manage a team of three project coordinators, conducting reviews, performance management, career coaching, annual salary increases• Work with other departments to provide training on the use of our company software systems