Washington DC-Baltimore Area
ITIL certified IT professional with 11+ years of experience supporting enterprise and federal environments, combining IT service delivery, systems administration support, and project coordination. Hands-on experience administering Microsoft 365 environments, including Exchange Admin Center, SharePoint, Power Automate, Microsoft Teams, and Azure AD, alongside endpoint lifecycle, Single Sign-on/ Multi Factor Authentication (MFA), onboarding programs and identity access management.
· Supported enterprise IT operations across North America, providing systems administration support for user accounts, endpoints, and virtual environments. · Administered Microsoft 365 services, including Exchange Admin Center, Microsoft Teams, SharePoint Online, and Azure Active Directory, supporting access management, mailbox features, and collaboration tools. · Performed user provisioning and deprovisioning, and managed onboarding/offboarding workflows, group-based access control, and license assignments aligned with security and compliance requirements. · Built and maintained SharePoint sites, managed permissions, and published IT communications and knowledge content. · Executed large-scale End-of-Life (EOL) device initiatives across the U.S. and Canada with minimal disruption to business operations. · Facilitated onboarding for the NextGen Internship Program, preparing accounts and hardware and delivering orientation for 30 interns · Delivered onsite IT coordination for Rocket’s LAUNCH25 Global Sales Kickoff (700+ attendees), ensuring seamless technology operations and rapid issue resolution. · Supported the Change Management process by coordinating IT change communications and stakeholder notifications. · Developed knowledge base articles and delivered Microsoft Teams training sessions, improving adoption and reducing service desk tickets
· Promoted from Senior Help Desk Technician · Led infrastructure and Service Desk projects supporting 450+ HHS/NIH users, including enterprise hardware and operating system refresh initiatives. · Managed full project lifecycle: requirements gathering, planning, scoping, risk assessment, scheduling, and stakeholder communication. · Supported daily Service Desk operations, including staff training, escalation management, and performance oversight. · Developed executive status reports, project plans, workflows, and SOPs to ensure transparency and alignment. · Utilized ITSM tools such as ServiceNow, Visual Task Boards, Jira, Work Otter, and Asset Management tools to streamline project operations. · Conducted training sessions for users of varying skill levels and fostered a trusting collaborative work environment among Infrastructure, Service Desk, and federal leadership teams.
· Delivered primary IT support to Executives, Directors, and VIP users within HHS/NIH. · Configured, monitored, and troubleshooted end-user devices both on-site and remotely. · Supported a wide range of software and utilized endpoint management tools such as including JAMF, SCCM, O365/OneDrive, Adobe Creative Cloud apps, Cylance, Tenable, RSA Token, ActiveClient PIV Card/Identity, Asset Management, Cisco WebEx, Zoom and more. · Demonstrated expertise in patching, vulnerability management, and asset management. · Managed local and network printer support, maintained inventory of hardware assets, and led MDM configuration for iOS and Android devices. · Engaged in projects related to MDM, OS/hardware lifecycle upgrades, security remediation, and more, providing leadership and technical expertise. · Managed local and network printer support, maintained inventory of hardware assets, and led MDM configuration for iOS and Android devices. · Back-up Service Desk Lead, providing supervision and technical support across multiple buildings.
· Promoted from IT Logistics/Admin support · Provided comprehensive desktop support to end users within the Telecom department. · Managed user onboarding and offboarding of accounts and deploying/retrieving hardware. · Assisted with ongoing lifecycle projects provided support for hundreds of workstations and mobile devices issued to end users. · Managed conference call setups handled vendor invoices, and supported Voicemail system AVST. · Troubleshot and repaired various devices including smartphones, tablets, and printers. · Conducted software troubleshooting, installations, and managed device data using MDM software (Airwatch).
• Assisted with managing wireless mobile accounts: activating, deactivating, suspended service, asset management • Managed logistics for wireless devices/accessories for internal/external staff as well as project related • Supported onsite/offsite VOIP phone systems: RingCentral and Purecloud • Created/updated work orders using Microsoft Dynamics ticketing system • Monitored Telecom help desk communications between internal and external staff
•Promoted from Customer Service Agent •Supported desktops, laptops, tablets, printers mobile phones, cameras, receivers, gaming consoles, and televisions. •Imaged and configured Windows and Apple macOS devices •Repaired PC hardware, such as replacing hard drives, keyboards, RAM, and power supply •Proficient in using Microsoft Office Suite and Adobe products •Removed malware/adware/spyware utilizing AV software •Used NOVA ticketing system to check in/ check out machines •Maintained daily, weekly and quarterly reports associated with repairs •Logged all communication with clients, service center representatives, or help desk associates •Coordinated and managed all shipping and receiving of devices to a service center •Maintained inventory or repaired items (asset management)
• Provided technical guidance and tips to clients • Assisted in returns and exchanges • Worked directly with supervisors and managers to resolve internal and external client issues • Ensured an exceptional customer experience • Worked with POS systems and ticketing systems such as NOVA.
•Maintained the safety and quality of the pool by testing chemical levels regularly •Delivered exceptional customer service and safety guidelines to all patrons.