June 2024 - August 2024

• Spearheaded a comprehensive Artificial Intelligence (AI) operations and security impact analysis to assess potential security vulnerabilities of available AI solutions; served as a subject matter expert while advising senior leaders on current IT best practices during the AI standard operating procedure (SOP) draft process
• Facilitated data sanitization to ensure that sensitive information was securely secure and obfuscated while maintaining 100% compliance with industry best practices, organizational policies and applicable regulatory requirements
• Completed extensive security awareness training while shadowing industry professionals to remain a subject matter expert in the information technology (IT) and cyber security fields; maximized learning opportunities by shadowing day-to-day full-cycle cyber security operations including monitoring help desk ticketing operations, escalations and workflows

September 2021 - June 2024

• Under the supervision of a licensed electrician, facilitated full-cycle residential electrical installations including new construction rough-ins, panel installations, final trim installations, generators, and solar panels
• Independently utilized diagnostic tools to assess, troubleshoot, and resolve residential electrical issues quickly and efficiently, in turn, driving business income; served as a liaison to customers by communicating repair processes and project expectations in layman's terms while providing excellent customer service
• Spearheaded low-voltage installation, troubleshooting and repair in a high-volume environment with limited supervision; provided IT assistance to end-users regarding smart home technology including smart thermostats, home security and other household devices
• Championed process documentation to ensure accurate record keeping and billing on a daily basis resulting in maximized organizational efficiency when returning to job sites and billing customers

September 2017 - August 2021

• As the garrison department lead in a dynamic IT environment, I led a team of 3 direct reports with a focus on optimizing operations and enhancing service delivery.
• Spearheaded the establishment and diligent monitoring of KPIs for a dedicated team of 3 military IT professionals, driving significant enhancements in operational efficiency and overall team performance.
• Enhanced the efficiency of the help desk ticketing system, resulting in the precise processing of troubleshooting tickets for a diverse user base of 1,000 individuals across combat and garrison settings
• Initiated a comprehensive IT asset management program, resulting in improved inventory accuracy, optimized resource allocation, and cost savings; adhered to patch management strategy, ensuring timely application of security updates and reducing vulnerabilities across the IT infrastructure