Résumé
25 years, expanded
The same career history you'd find on a PDF — except you can dig into any position for the metrics and technologies behind it.
Running a lean 3-person Service Desk for ~1,500 associates nationwide — and using automation and AI adoption to close the gap left by running below designed team capacity.
Key accomplishments
- Manage a 3-person Service Desk supporting ~1,500 users across multiple locations nationwide.
- Administer the Microsoft 365 tenant for ~1,500 users, including Exchange Online, Teams, SharePoint Online, and Intune endpoint management.
- Own Entra ID (Azure AD) identity and access governance — user provisioning, conditional access policies, role-based access control, and hybrid identity via Entra ID Connect.
- Maintained 90%+ SLA compliance across P1–P3 categories while operating at roughly 75% of designed team capacity.
- Cut average MTTR by ~20% over 12 months (from ~16 hours to ~12 hours).
- Reduced repeat incidents by 15–20% through structured ticket trend analysis and targeted automation.
- Architected a PowerShell automation suite covering Active Directory reporting, bulk user account lifecycle management, and Microsoft 365 license provisioning.
- Built and deployed an AI-assisted support chatbot prototype using historical ticket data, knowledge base content, and pattern analysis.
- Trained the Service Desk team on enterprise AI tools (Claude Enterprise, code assistants) for troubleshooting, documentation, and ticket summarization.
- Mentored technicians to a 40% improvement in individual ticket throughput and a 50% increase in customer satisfaction.
Metrics
1,500+Users supported
90%+SLA compliance
20%MTTR reduction
-15–20%Repeat incidents
+40%Team throughput
+50%CSAT improvement
Technologies
Microsoft 365Entra IDIntunePowerShellActive DirectoryAI / Claude EnterpriseConditional Access
Supervised a multi-state Service Desk team, rebuilding the knowledge base and escalation model to move the numbers that mattered.
Key accomplishments
- Supervised a 4-member Service Desk team supporting 500 users across three states.
- Increased first-contact resolution by ~15% through structured coaching and improved escalation criteria.
- Reduced average resolution time by ~25% by building a structured, searchable knowledge base from scratch.
- Managed the KACE ITSM platform end-to-end — ticketing workflows, asset management, knowledge base, and reporting.
- Owned vendor relationships across telecom, VoIP, ISP, and hardware providers.
Metrics
500Users supported
3States covered
+15%First-contact resolution
-25%Resolution time
Technologies
KACE ITSMAsset ManagementVoIPVendor Management
Led a five-person field team through a high-volume enterprise device lifecycle project.
Key accomplishments
- Led a team of 5 technicians deploying approximately 90 devices per week for an enterprise lifecycle refresh.
- Coordinated end-user communication, scheduling, deployment logistics, and post-deployment support.
- Supported Windows upgrade processes and endpoint standardization across the fleet.
Metrics
~90Devices / week
5 techsTeam led
Technologies
Windows DeploymentEndpoint StandardizationLogistics
Nearly a decade running IT support across Mac and Windows environments, and the project manager behind most of the company's major infrastructure migrations.
Key accomplishments
- Managed a 4-person IT support operation for 500 users across mixed Mac and Windows environments.
- Improved SLA attainment through process standardization and proactive incident management.
- Redesigned the device imaging process, saving ~1 hour per machine across ~350 annual deployments — recovering 350+ staff hours per year.
- Built automation tooling with Bash and PowerShell to streamline repetitive troubleshooting and cut manual technician workload.
- Project-managed multiple enterprise initiatives: Exchange Online Protection migration, Office 2013 deployment, Windows 7-to-Enterprise laptop migration (75 devices), a Customer Contact Center web chat deployment, and VoIP server upgrades.
Metrics
500Users supported
350+Staff hours recovered / yr
5Major migrations led
9.5 yrsTenure
Technologies
BashPowerShellExchangeVoIPmacOSWindowsImaging
Tier 2 support across multiple sites, with a focus on deflecting volume through documentation.
Key accomplishments
- Provided Tier 2 support for 300+ users across multiple locations.
- Reduced support volume by building end-user documentation and training materials.
Metrics
300+Users supported
Technologies
Tier 2 SupportDocumentationTraining
Eight years of enterprise desktop support in a large-scale retail IT environment.
Key accomplishments
- Supported enterprise users across hardware, software, and network issues in a large-scale retail IT environment.
- Built and maintained system images and managed fleet-wide deployment processes.
- Conducted regular end-user training sessions.
Metrics
8 yrsTenure
Technologies
ImagingSMSEnterprise Desktop Support
Where it started — supervising an 8-person phone-support team before most of today's IT tooling existed.
Key accomplishments
- Provided technical leadership and supervised an 8-member phone-support team.
- Handled customer escalations and advanced technical problem solving.
- Conducted regular performance evaluations of team members.
- Administered hardware and software evaluation projects.
Metrics
8Team led
Technologies
Phone SupportTeam LeadershipHardware Evaluation
Education
- Franklin UniversityInformation Technology, Computer Science — Undergraduate Studies2010 – 2015
- Columbus State Community CollegeDistributed Networking, IT Support1997 – 1998
- The Ohio State UniversityBachelor's Coursework, Communications Technology/Technician1995 – 1996
Certifications
- ITIL FoundationCertified 2008