At BIOMERICS, I established an offshore call-center capability that improved initial response times for inbound incidents and requests by 85%. I also led first-contact triage that reduced MTTR by 30%.
At BLUE DIAMOND GROWERS, I built AI-ready knowledge management and trained the offshore team to resolve L1 tickets. I also advanced Microsoft 365 security hardening across MDO, Intune, Security, and Entra environments.
At FINANCE OF AMERICA, I built and led a six-person technical team that handled network discovery, site migration, hardware deployment, and infrastructure remediation. I also contributed to the PCM/FAM merger and acquisition integration.
Earlier, through ARMORNET SYSTEMS, LLC and INSIGHT COMPUTING, LLC, I advised SMB clients and delivered infrastructure and network consulting. I hold CompTIA Network+ and ITIL Foundation certifications.
