Experience
With professional experience supporting government agencies, global and national organizations, medical facilities, and more, I have the knowledge and ability to help your company run effectively and efficiently while staying up-to-date with current and evolving technological trends.
April 2019 - Present
Program Manager – 03/2021 - Present
User Support Team and Technical Lead – 11/2020 - 03/2021
Systems Administrator V – 04/2019 - 11/2020
U.S. Department of the Interior, Bureau of Indian Affairs Contractor
Responsible for managing a $37M Tier II User Support Services contract with the Bureau of Indian Affairs and Bureau of Indian Education, nationwide. Managing, leading, coaching, and motivating a hybrid virtual/on-site multiteam system of 87 personnel across 18 states and maintaining target metrics. Responsible for producing and delivering required deliverables to the client, coordinating onboarding of new hires between NHV and the government adjudication process, addressing employee issues, completing performance reviews, managing employee work schedules, travel, and tracking time-off requests. Regularly interfacing with BIA OIMT leadership to ensure the needs of the client are being met and to address any concerns.
December 2015 - April 2019
Systems Administrator V
U.S. Department of the Interior, Bureau of Indian Affairs Contractor
Provide network support and maintenance for switches/routers/cabling, Active Directory management and domain upkeep, data center/server/NAS maintenance, workstation builds and maintenance, VM support utilizing VMWare and Hyper-V, user support.
December 2014 - December 2015
Systems Administrator III
U.S. Department of the Interior, Bureau of Indian Affairs Contractor
Provide network support and maintenance for switches/routers/cabling, Active Directory management and domain upkeep, data center/server/NAS maintenance, workstation builds and maintenance, VM support utilizing VMWare and Hyper-V, user support.
July 2014 - November 2014
Engineer II
Provided support for our managed service clients, both remotely and on-site. Support provided for anything from general user issues to working on full network outages. User assistance, desktop support, server build/monitoring/maintenance, telecom, e-mail/Exchange, network build/monitoring/maintenance, domain maintenance, Active Directory management, DHCP/DNS, VMWare.
July 2012 - June 2014
IT Manager, Service Desk, North and South America – 10/2013 to 06/2014
Senior Systems Support Analyst – 01/2013 to 10/2013
Service Desk Support Analyst – 07/2012 – 01/2013
Responsible for the Service Desk operations of North and South America for a global company. Overseeing, coaching, and motivating Analysts in South Carolina, Georgia, Colorado, Texas, and California, and ensuring target metrics were maintained.
Provided support for the systems that drive production in North and South America by taking Project Lead and Tech Lead roles in numerous projects while providing leadership over a team of 10+ Analysts. Oversaw design and launch of globally-used ticketing system, deployment of Windows 7 to all corporate computers, and many more large-scale projects.
In addition to these responsibilities, created and provided trainings for IT Service Desk personnel.
September 2010 - July 2012
Technical Support Coordinator
Provided Tier 2 technical support to customers while monitoring, tracking, and reporting network issues. During my time in this position, I also created a series of technical trainings that were provided to all levels of staff to increase technical knowledge of new products.
April 2008 - July 2011
Senior Applications Technician
Responsible for the upkeep of both software and hardware on approximately 500 machines, including both PCs and Point-of-Sale systems. Also responsible for Help Desk operations and network maintenance.