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Served as IT Business Analyst and Process Consultant for department-wide initiatives (Managed Print Services, MFA, Asset Management), driving process integration and documentation that supported the pilot Windows Hello registration of over 40,000 users and delivered measurable operational improvements.

Acted as IT Business Analyst for Managed Print Services and MFA initiatives, improved print order-to-installation times by over 16% and developed support workflows enabling Tier 2 support for 5,000+ devices while serving on the Remedy ITSM CAB.

Delivered process analysis and technical documentation for OneDrive migration, knowledge management, and self-service projects, reducing knowledge ticket backlog by over 90% and creating dashboards for tracking process improvements.

Provided 24/7 lead support for RAN teams, audited ticket data to improve operational compliance, implemented standardized ticket templates, and coordinated vendor outage assessments to optimize restoration efforts.

Installed, maintained, and repaired complex communications and network systems, analyzed performance data to reduce link downtime, and trained crew members to maintain mission-critical communications readiness.

Completed a 450-hour certificate program in Systems and Security Administration focused on practical system administration and security fundamentals.

Completed continuing education coursework in Cisco, Linux Administration, and Windows Administration to support IT skills development.

Completed ITIL 4 Foundation certification to demonstrate knowledge of IT service management best practices.

Earned a Bachelor of Public Administration with studies completed between 2013 and 2016, focusing on public sector management and administration.