• Jul 2016 - Present

- Manage Cyber Incident Response process for any of iCorps 200+ clients using tools from Microsoft 365, AlienVault, Manage Engine, Sophos, and Mimecast.- Perform NIST CSF, 800-171/CMMC assessments leveraging Microsoft 365 native tools.- Perform CIS Controls assessments and ongoing planning for 6 support clients.- Perform Technology Assessments for 10-15 clients annually, evaluating against industry best. practices and providing strategic vision to ensure technology solutions are working effectively and efficiently for the company.- Create and deliver monthly executive summary reports for 6 support clients providing key performance metrics and strategic road maps to improve their technology solutions.- Establish and maintain annual IT and project budgets across several clients, ranging from $50,000 to over $1 million.- Reduce operational IT budgets by 15% or more through detail-oriented analysis and right sizing software and hardware solutions, eliminating wasteful resources. - Manage service delivery across 6 on going support clients and a team of approximately 40 consultants.- Oversee scope, design, and execution of approximately 5 to 10 projects annually including cloud migrations and security improvements.- Establish and Maintain Standard Operating Procedures for numerous client systems.- Act as highest escalation point for issue resolution. Show less

• Jul 2014 - Jul 2016

- Act as IT manager for several ongoing support clients, providing key metrics, insights, and strategic guidance to executive leadership- Establish, maintain, and test disaster recovery and business continuity plans for several clients using a mix of technologies such as Veeam, Zerto, and VMware Site Recovery Manager- Create and delivery monthly executive summary reports for several ongoing support clients providing key performance metrics and road maps for the company’s technology stack. - Oversee small teams on client projects and engagements to ensure successful implementation.- Oversee help desk operations across several clients to proactively address recurring issues and increase first call resolutions.- Act as 3rd escalation point for issue resolution Show less

• Jul 2011 - Jul 2014

- Perform various migration and upgrade projects across our entire client base.- Maintain client infrastructure, including switches, routers, firewall, and servers. - Perform patch management across client endpoints and servers. - Maintain desktop imaging solutions across multiple client environments to minimize desktop roll out time and increase operational efficiency. - Act as 2nd escalation point for issue resolution.

• May 2010 - Jul 2011

- Resolve end user technology issues in a timely fashion, averaged 15-25 ticket closures daily.- Process on boarding and off boarding process for employees within Active Directory and Microsoft Exchange- Image and deploy new desktops and laptops using Ghost, Microsoft Deployment Toolkit, Smart Deploy, and Windows Deployment Server.- Manage help desk ticket queue to prioritize issues and provide quick time to resolution using ConnectWise, Manage Engine, Fresh Desk, and Service Now

QA Team Lead/Customer Support

• Jan 2009 - May 2010

- Participate in daily scrum meetings and provide feedback to product owner and development team - Perform QA testing for Transparent Language's suite of software - Improved overall product quality through meticulous attention to detail providing timely bug entry in the Bugzilla and Jira bug tracking systems - Provided support for Transparent Language customer's technical support, introduced Log Me In Rescue to the organization for support sessions. - Lead a team of 5+ QA testers through US Government language learning software - Primary supervisor for evening and weekend shifts for QA test team Show less

Techbench Associate

• Jan 2006 - May 2010

- Provide level 2 support for helpdesk/lab tech escalations - Assisted IT leadership team with special projects ranging from equipment cleanup, lab computer imaging, switch replacement, and server builds - Performed computer checks for network access for all staff and student personal computers - Performed wired and wireless network stability and performance checks - Assessed Wireless Network footprint identifying dead spots for campus WiFi - Provide level 2 support for helpdesk/lab tech escalations - Assisted IT leadership team with special projects ranging from equipment cleanup, lab computer imaging, switch replacement, and server builds - Performed computer checks for network access for all staff and student personal computers - Performed wired and wireless network stability and performance checks - Assessed Wireless Network footprint identifying dead spots for campus WiFi

Maintenance Team Lead

• 2003 - 2007

- Managed a team of approximately 15 pool maintenance techs - Acted as technical support liaison for RB Controls and assisted in company computer maintenance - Followed up with customers for quality of service issues - Collaboratively worked the other team leader and management team to address performance issues of maintenance techs - Performed regular maintenance and service repairs for customer pools - Managed a team of approximately 15 pool maintenance techs - Acted as technical support liaison for RB Controls and assisted in company computer maintenance - Followed up with customers for quality of service issues - Collaboratively worked the other team leader and management team to address performance issues of maintenance techs - Performed regular maintenance and service repairs for customer pools