I have over 25 years of technical experience in customer support, ranging from answering phones in a call center to managing a team of 23 Operation Engineers across the United States remotely. My expertise includes troubleshooting end user hardware and software problems, managing user and group rights in Active Directory, PC imaging, SCCM, and resolving LAN/WAN connection issues. I provide desktop and telephone support for users worldwide, ensuring high-quality service and efficient incident management.
Throughout my career, I have led nationwide teams, supervised Windows-based systems, networks, file and print servers, cloud-based systems, and mobile communication devices. I have advised IT divisions on software and equipment acquisition and provided technical expertise for hardware and software deployment and maintenance. I am skilled in managing day-to-day field technician activities, incident resolution, and workload management.
I have been the primary point of contact for IT operations during major agency-wide migrations, including moving data and services to Microsoft Azure cloud solutions. I restructured IT field operations teams to improve response times and customer service. I have also developed and implemented large-scale hardware refresh initiatives and managed complex projects involving network infrastructure and endpoint devices.
My experience includes providing VIP support, collaborating with technical staff on software and hardware testing, and developing contingency plans for network failures. I am proficient in server hardware and OS operations, backup hardware/software maintenance, and utilizing monitoring and network management tools to troubleshoot and optimize performance.
I have held leadership roles in various organizations, including federal agencies and contractors, where I managed help desk functions, coordinated technology projects, and ensured compliance with service level agreements. I am committed to continuous improvement, effective communication, and delivering reliable IT support to meet organizational goals.
I hold an Associate of Applied Science degree in Computer Systems, Network and Hardware Technology, and certifications including A+, MCP, MCDST, and previously CCNA. I have maintained security clearances and have experience working in government and contractor environments, supporting critical infrastructure and sensitive operations.
I am passionate about leveraging my extensive technical background and leadership skills to drive operational excellence and provide exceptional IT support services.
