Vice President of Design

• Mar 2023 - Present

Principal Owner

• Sep 2021 - Present

Created initial design and prototype for the knowledgebase solution designed specifically for the technology industry. Produced Patent documentation to procure patent pending status surrounding the unique knowledge collection and disbursement method. Preparation of grant submissions to various government grant opportunities for funding future stages of the project. Created initial design and prototype for the knowledgebase solution designed specifically for the technology industry. Produced Patent documentation to procure patent pending status surrounding the unique knowledge collection and disbursement method. Preparation of grant submissions to various government grant opportunities for funding future stages of the project.

Sr. Manager IT Enterprise Services

• Nov 2021 - Feb 2023

Managing a team of skilled IT professionals performing Systems Administration, Technical Training & Documentation, IT Hardware and Operations Services, as well as IT Support Services. Managing a team of skilled IT professionals performing Systems Administration, Technical Training & Documentation, IT Hardware and Operations Services, as well as IT Support Services.

Director of IT Support Services

• Mar 2020 - Sep 2021

Managed and directed operations of IT Support Services for the organization Developed, maintain and uphold Service Level Agreements and Service Catalogues for the IT function as a whole Developed and implement tiered staffing model with career development tracks and formalized training plans Developed roadmap for compliance and industry best practices Aligned teams with organization goals, KPI's and metrics Partnered with Cyber Security team to insure compliance and protection of the organizations data, systems and assets Performs systems administration for back office platforms -Intune AutoPilot -Intune Device Management -Intune Software Deployment Package Creation -Manage Engine, configuration and scripting -O365 administration -RemedyForce configuration and report building -Other system administration as needed Implemented and maintain QA process for on-boarding & incident management Designed and implement service center platform cross-department, enterprise wide Introduced IT continuous improvement program for Support Services Created key operating metrics around average ticket resolution & response times Developed and implement training guides and how-to user guides Implemented automation and templatization of tasks to reduce human error Created NIST 800-171 compliant endpoint configuration using Intune Autopilot. Show less

IT Services Manager

• Jun 2019 - Feb 2020

Providing leadership and oversight for IT service and support to approximately 8,500 users. Managing a Team of 20 Support Staff and 2 Supervisors Providing technical leadership to identify and help resolve technical issues in the environment. Measuring, reporting and evolving support performance metrics (SLAs) for the IT Service Desk. Employing continual improvement processes to effectively measure and implement activities to enhance Service Desk performance, productivity, & knowledge. Provides supervision & professional development to Service Desk supervisors to ensure timely, accurate, and consistent service to all users. Establishing and managing procedures to ensure effective support coordination across IT Service Desk (tier 1- tier 3 resources). Establish KPI metrics, reports and goals that are aligned with the long-term strategic direction ensuring customer service and productivity levels are achieved. Serve as a Service Desk Subject Matter Professional (SMP), in the face of internal and external stakeholders Show less

Manager, IT Support Services

• Mar 2015 - Apr 2019

Managed a national support team of 14 on-site and remote employees providing tier 1 and tier 2 services. Responsible for training and development, as well as mentoring junior staff, budget, and project prioritization setting.Oversaw an annual spend of $1.75M, to ensure operational functionality.Owned hardware inventory management and purchasing. Partnered with vendors and managed service providers. Implemented inventory record system, improving efficiency of stock turnover predictions, and eliminating waste in the form of lost assets.Implemented improved it asset delivery workflow, eliminating duplication and wasted resources through new hire "kitting" process.Oversaw software licensing for several key software platforms, including Microsoft agreement.Managed a national support team of 8 employees providing tier 1 services.Responsible for training and development, as well as mentoring junior staff, budget, and project prioritization setting.Implemented successful knowledge base system for IT admin and user base technical documentationImplemented improved support workflows, decreasing response time from days to minutes and decreasing resolution time from weeks to hours.Developed metrics and reporting of individual and group performance improving overall efficiency.Provided license compliance analysis for legal purposes, which successfully saved the company .5M in fines due to improper record keeping.Implemented improved record keeping for software using Snow LM. Show less

Corporate BIM Analyst

• Feb 2013 - Mar 2015

Provided tier 3 troubleshooting and technical support for BIM software applicationsCreated project templates for BIM software applicationsProvided quality control and quality guidelines for BIM software application content.Developed video, and documentation-based software training curriculum to continuously improve the skill level of the userbase.Implemented software training web-based solution. Created custom Revit add in and toolbar creation utilizing C# and Autodesk Revit API. Show less

Application Specialist

• Mar 2011 - Feb 2013

Provided software consulting for the construction and MEP disciplines of engineering in Maryland, Washington DC, and Virginia. Provided tier 3 troubleshooting and technical support for BIM software applications Provided classroom instruction for Autodesk software platforms such as Revit, Autodesk QTO and Navisworks. Developed software training curriculum for Navisworks and QTO, adding additional course offerings for the company. Provided BIM application clash detection/ project coordination services. Created BIM software application project templates and content Created BIM project execution plans Provided BIM software installation and licensing configuration Created software documentation and training manuals Show less

Revit BIM Coordinator

• Sep 2008 - Mar 2011

Provided clash detection services for multiple building campuses within BIM software applications Provided tier 2 troubleshooting and technical support for BIM software applications Developed and provided company training for BIM software applications Provided routine file maintenance for BIM software applications Ran HVAC load calculations using Trane Trace Provided HVAC duct and pipe layout within Autodesk Revit and AutoCAD Provided clash detection services for multiple building campuses within BIM software applications Provided tier 2 troubleshooting and technical support for BIM software applications Developed and provided company training for BIM software applications Provided routine file maintenance for BIM software applications Ran HVAC load calculations using Trane Trace Provided HVAC duct and pipe layout within Autodesk Revit and AutoCAD