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Work Background
FutureFeedVice President of Design
Mar. 2023 - Oct. 2023Leadership: Direct operations in Product Design, Development, and Support, overseeing a cross-functional team and driving innovation and excellence.
Project Management: Implemented Software Project Management best practices, including product timelines, sprint methodology, business reviews, and quality checks, ensuring projects are delivered on time and within scope.
Performance Metrics: Developed KPIs and Reports to measure development progress, providing valuable insights into project performance and areas for improvement.
Business Operations: Streamlined Business Operations for invoicing and subscriptions, optimizing revenue and customer experience.
Stakeholder Communication: Improved communication to stakeholders and users pertaining to bug fix and feature request progress, fostering transparency and customer satisfaction.
Team Scaling: Scaled Development team to meet the demands of project development using data-driven analysis, ensuring the right resources are allocated for optimal results.
Vendor Management: Improved infrastructure vendor management processes, enhancing efficiency and cost-effectiveness.
Higher LogicSr. Manager IT Enterprise Services
Nov. 2021 - Mar. 2023Arlington, Virginia, United StatesTeam Leadership: Managed and directed Enterprise IT Systems and Operations for the organization, overseeing a team of Systems Administrators and IT professionals.
Talent Development: Improved team performance and morale, achieving a remarkable 0% turnover rate during a period of record-high turnover in the technical industry.
Project Management: Led project management efforts for all enterprise systems and applications, ensuring their smooth operation and alignment with organizational goals.
Endpoint Management: Implemented Single Touch Provisioning and app catalogs for both Mac and PC environments using Jamf and Intune, simplifying device management.
Security Measures: Implemented Data Loss Prevention (DLP) policies to enhance data security and compliance with regulatory requirements.
Process Optimization: Studied and improved cross-departmental business processes, enhancing efficiency and collaboration across the organization.
Performance Monitoring: Created dashboards to monitor project and support Key Performance Indicators (KPIs), providing insights for data-driven decision-making.
Arboria SolutionsChief Technology Whisperer
Sep. 2021Aldie, Virginia, United States
ConstellisDirector of IT Support Services
Mar. 2020 - Sep. 2021Service Management: Managed and directed IT Services for the organization, ensuring the delivery of high-quality IT services to meet the needs of the business.
Service Level Agreements: Developed, maintained, and upheld Service Level Agreements (SLAs) and Service Catalogs for the IT function as a whole, setting clear expectations for service delivery.
Service Center Establishment: Created a service center, service catalog, and corporate call tree for the entire corporate back office, streamlining support processes.
KPI Metrics: Established KPI metrics, reports, and goals that aligned with the long-term strategic direction, ensuring customer service and productivity levels were consistently achieved.
Staffing and Training: Developed and implemented a tiered staffing model with career development tracks and formalized training plans, enhancing the skills and capabilities of the support team.
IT Service Coordination: Established and configured the Intune AutoPilot imaging program for company-owned laptop inventory, ensuring efficient deployment and management.
Automation: Implemented automation and templatization of tasks to reduce human error and increase efficiency in support operations.
Security Compliance: Created NIST 800-171 compliant endpoint configurations using Intune AutoPilot, ensuring compliance with security standards.
MITREIT Services Manager
Jun. 2019 - Mar. 2020Mclean, VAPerformance Metrics: Measured, reported, and continually evolved support performance metrics for the IT Service Desk to ensure the highest level of service quality.
Continuous Improvement: Employed continual improvement processes to effectively measure and implement activities aimed at enhancing Service Desk performance, productivity, and knowledge.
Supervision and Development: Provided supervision and professional development to Service Desk supervisors, ensuring timely, accurate, and consistent service to all users.
Support Coordination: Established and managed procedures to ensure effective support coordination across IT Service Desk tiers (tier 1- tier 3 resources).
KPI Alignment: Established key performance indicator (KPI) metrics, reports, and goals aligned with the long-term strategic direction.
Subject Matter Expert: Served as a Service Desk Subject Matter Professional (SMP), representing the Service Desk in interactions with internal and external stakeholders. external stakeholders
Southland IndustriesManager, IT Support Services
Mar. 2015 - Apr. 2019Dulles, VirginiaTeam Leadership: Managed a national support team of 14 on-site and remote employees, providing tier 1 and tier 2 IT support services.
Training and Development: Led training and development initiatives, mentoring junior staff and ensuring they met industry standards and best practices.
Budget Management: Oversaw an annual spend of $1.75 million, ensuring operationalfunctionality while optimizing costs.
Inventory Management: Managed hardware inventory, implementing an inventory record system to improve stock turnover predictions and eliminate asset loss.
Efficiency Improvements: Implemented improved IT asset delivery workflows, reducing duplication, and wasted resources through a new hire "kitting" process.
Software Licensing: Managed software licensing for key platforms, including Microsoft agreements, ensuring compliance and cost optimization.
Knowledge Management: Implemented a knowledge management system for IT admin and the user base, enhancing technical documentation access and effectiveness.
Support Workflow Optimization: Improved support workflows, reducing response times from days to minutes and resolution times from weeks to hours.
Custom Ticketing System: Selected and implemented a custom ticketing system using HTML and JavaScript, enhancing efficiency and reporting.
License Compliance: Provided license compliance analysis for legal purposes, successfully saving the company $0.5 million in fines due to a record-keeping issue.
Southland IndustriesCorporate BIM Analyst
Mar. 2013 - Mar. 2015Dulles, VACustom Add-Ins: Created custom Revit add-ins and toolbar features utilizing C# and Autodesk Revit API, enhancing the functionality and efficiency of BIM software.
Software Training Solutions: Implemented a web-based solution for software training, making it easily accessible to users and improving the onboarding process.
Training Development: Developed video and documentation-based software training curriculums to continuously improve the skill level of the user base, enhancing their proficiency with BIM tools.
Quality Control: Implemented quality control and quality guidelines for BIM software content, ensuring accuracy and compliance with industry standards.
Technical Support: Provided tier 3 troubleshooting and technical support for Building Information Modeling software applications, ensuring smooth operation of critical tools.
Project Templates: Created project templates for BIM software applications, streamlining project initiation and improving consistency.
CADD MicrosystemsApplication Specialist
Mar. 2011 - Mar. 2013Alexandria, VASoftware Consulting: Provided software consulting services, assisting clients in optimizing their software solutions.
Technical Support: Offered tier 3 troubleshooting and technical support for Building Information Modeling (BIM) software.
Classroom Instruction: Conducted classroom instruction for Autodesk software.
Project Coordination: Provided BIM application clash detection and project coordination services, helping clients identify and resolve conflicts in their design projects.
Template and Content Creation: Created BIM software application project plan templates and content, enhancing efficiency in project design and development.
Documentation: Produced software documentation, training curriculums, and manuals.
Hankins & AndersonRevit BIM Coordinator
Sep. 2008 - Mar. 2011Richmond, Virginia AreaProvided clash detection services for multiple building campuses within BIM software applications
Provided tier 2 troubleshooting and technical support for BIM software applications
Developed and provided company training for BIM software applications
Provided routine file maintenance for BIM software applications
Ran HVAC load calculations using Trane Trace
Provided HVAC duct and pipe layout within Autodesk Revit and AutoCAD
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