I've supported IT operations at SJV & Associates and InformData for more than a decade, keeping a highly distributed workforce of 1,000+ users productive through responsive, white-glove technical service.
As an IT Security Analyst, I manage access controls, user permissions, and compliance validations across the enterprise. I co-designed an internal compliance automation platform that reduced standard tracking cycles from one month to one to two weeks, and I administered KnowBe4 to achieve a 98% organization-wide completion rate.
Previously, I served as the senior escalation tier and mentor for service desk teams, resolving 20+ advanced Level 2/3 tickets daily across Windows, macOS, VPNs, conferencing, and business-critical tools.
I've also co-led a corporate-merger migration of 1,000+ endpoints with zero workflow disruption, scaled remote onboarding for 20–30 employees each month, and authored runbooks and documentation that improve resolution speed and reduce repeat incidents.
