Atlanta Metropolitan Area
*Lead a team of 18 engineers across multiple locations, ensuring performance alignment with job roles *Empower team members with certification opportunities and foster a culture of learning and documentation *Develop workflow automations within PSA to streamline operations and enhance efficiency *Build dashboards and reports to support Business Intelligence insights for department and leadership *Act as a customer escalation point, resolving issues and providing strategic guidance *Maintain technical leadership while encouraging team-driven problem-solving to focus on broader business initiatives *Collaborate with clients on an as-needed basis to align service delivery with organizational goals *Evaluate vendor offerings, pricing, and fit to optimize technology solutions for the company *Conduct regular team meetings to ensure knowledge sharing, alignment, and operational excellence
*Planned, designed, and managed projects within PSA, ensuring proper resource allocation *Communicated project timelines and scope changes to both internal teams and clients *Tracked deliverables and milestones to maintain project alignment and efficiency *Ensured accurate documentation of tasks, time, and expenses for each project *Partnered with teams to define and document project scope, goals, and deliverables *Assisted in resolving escalated reactive incidents and critical outages *Managed organization's datacenter and supported clients on shared infrastructure *Maintained compliance with company policy on approvals, time tracking, and documentation *Provided expert-level enterprise support for Active Directory, Azure AD, and Microsoft 365 *Oversaw Windows Servers, including patching, maintenance, and Exchange updates *Led advanced troubleshooting of network issues, VLAN configurations, and firewall settings *Delivered expert virtualization support for VMware and Hyper-V, from host management to guest creation *Maintained required vendor certifications and technical proficiencies
• Answer incoming calls to assist in the resolution of questions and concerns • Maintain and test perimeter systems • Document daily activities and issues extensively and in great detail • Participate in frequent, on-going training to continue field education • Assist in the troubleshooting of technical failures within the prison control room