September 2019 - September 2021

• As the garrison department lead in a dynamic IT environment, I led a team of 3 direct reports with a focus on optimizing operations and enhancing service delivery.
• Spearheaded the establishment and diligent monitoring of KPIs for a dedicated team of 3 military IT professionals, driving significant enhancements in operational efficiency and overall team performance.
• Orchestrated the seamless deployment and precise configuration of diverse software applications across multiple military units, upholding unwavering commitment to maintaining consistent and secure software and communication environments.
• Executed an innovative remote work strategy, enabling seamless operations during the COVID-19 pandemic and ensuring uninterrupted service delivery.
• Collaborated with compliance teams to ensure adherence to industry regulations, successfully passing multiple external audits with commendable results.

May 2017 - September 2019

• Enhanced the efficiency of the help desk ticketing system, resulting in the precise processing of troubleshooting tickets for a diverse user base of 1,000 individuals across combat and garrison settings.
• Orchestrated the comprehensive intake, meticulous processing, and effective repair of mission-critical computer hardware.
• Played a pivotal role as the departmental liaison, forging connections with key leaders and managers for seamless coordination.
• Initiated a comprehensive IT asset management program, resulting in improved inventory accuracy, optimized resource allocation, and cost savings.
• Implemented a patch management strategy, ensuring timely application of security updates and reducing vulnerabilities across the IT infrastructure.