• Provided comprehensive L3 technical support to onsite and remote users utilizing ServiceNow’s ticketing system for tracking, routing and escalating purposes.• Offered expert customer support through swift incident responses, ticket prioritization, effective technical troubleshooting, ensuring uninterrupted connectivity and minimizing downtime for users.• Managed the onboarding and offboarding of employees while also upholding IT compliance protocols and overseeing the maintenance of IT asset inventory. • Spearheaded projects aimed at optimizing technical infrastructure and enhancing user experience, including coordination of software updates and patches, implementation of cybersecurity measures such as MDM, MFA, VPN and encryption resulting in an overall secure enterprise.

• Assessed, identified, and prevented cybersecurity threats for the U.S. government, while managing diverse roles in troop leadership, system administration, plus network and IT specialist tasks.• Deployed, maintained and troubleshooted hardware for an entire base in accordance with Air Force policies including but not limited to printers, conferencing equipment, desktops, laptops, VOIP phones and servers. Provided desk side and window technical support for executive members.• Worked closely with high-ranking individuals to meet priorities and deadlines, maintaining workflow through temporary workarounds or resolutions.• Administered user accounts, set permissions and performed the provisioning and deprovisioning of profiles, licensing software and hardware.• Sustained MFA and VPN security measures along with promoting the latest methodologies to secure organizational data, PII and the overall network structure.

• Managed IT personnel nationwide and oversaw metrics, project management, and new hire training for the western region of the U.S., setting site-specific goals to meet KPIs and SLOs.• Collaborated with various teams to enhance practices at a ground level, aligning with performance standards set by stakeholders and ultimately improving workflows.• Utilized data management tools to track goals and oversee current metrics for SLAs, analyzed and delegated tasks/projects with teams in an effort to resolve present issues and prevent future ones.• Mentored teams nationwide, establishing expectations for resolutions within ticketing systems of our IT environment while adhering within the scope of our duties.

• Oversaw a large team of IT technicians supporting incident and hardware requests of over 16,000 users across 13 buildings in San Francisco and local remote areas.• Managed all IT asset operations within the SF Google sites, overseeing procurement, distribution, deployment and reverse logistics within offices and for the end user.• Provided guidance to technicians in queue management and customer relations, incident resolutions and ensuring IT policy standards were met in ticketing systems.• Executed large scale projects involving internal logistical queue clean ups, user-wide IT policy enforcement and the provision and decommission of an entire building's assets.

• Managed imaging, troubleshooting, auditing, and deployment of hardware for Google employees, ensuring compliance with SOPs. Supported triaging tickets and peripheral deployment daily.• Provided help desk support through ServiceNow’s ticketing system, prioritizing, escalating, routing and ultimately resolving users incident requests be it either software or hardware related.• Handled multiple ticketing queues, providing regular updates to ensure quick turnaround times and meet KPIs and SLOs. Generated workflows and templates for recurring issues enhancing productivity.• Provided sole technical support for three buildings housing over 1,600 users, sustaining clear communication and adherence to established policies and performing regularly scheduled inventory counts, conference room checks, loaner device procurement, deskside support, device maintenance, all while maintaining well updated ticketing queues.• Established and maintained internal protocols and documentation, providing users with clear understanding of policies and request fulfillment timelines for devices and software.

Key holder and floor supervisor managing schedules for employees along with overseeing product shipment and delivering excellent customer service. Performed weekly counts of stock and replenished accordingly. Informed customers on product and taught team how to push for sales all while opening and closing store.