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Years Experience
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Locations Supported
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Efficiency Gains
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Annual Savings
Professional Summary
About Me
IT Support Team Lead with expertise in endpoint device management, enterprise IT project management, and network infrastructure optimization.
Proven track record in streamlining application rollouts, provisioning IT devices, troubleshooting critical technical issues, managing complex IT environments with thousands of users, and leading high-performing teams to ensure seamless business operations.
Strong collaborator, mentor, and problem-solver, dedicated to enhancing system performance, improving end-user experiences, and delivering results aligned with organizational IT goals.
Reduced deployment errors by 15% as verified through system audit logs by optimizing System Center Configuration Manager (SCCM) deployment pipelines.
Cut network latency by 20% by revamping VLAN configurations to enhance traffic flow.
Achieved 10% annual cost savings ($15K), prolonged lifespan of legacy POS systems by average of 6 months and reduced premature hardware replacements through proactive maintenance and component upgrades.
Decreased escalation times by 12% and enhanced productivity by aligning technician skills with project needs through personalized evaluations, career planning, and creation of targeted training and certification pathways.
Career Journey
Experience
IT Help Desk Team Lead
Bowlero Corporation · Mechanicsville, VA
Lead and mentor high-performing Support Desk team. Drive enterprise-scale IT projects involving hardware provisioning, deployment, and application integrations for new business locations and major site renovations. Serve as primary escalation point for complex technical issues, collaborating with cross-functional teams to resolve critical challenges, minimize system downtime, and ensure service level agreement (SLA) compliance. Diagnose and resolve Tier 2 telecom infrastructure issues, manage vendor relationships to expedite hardware and software defect resolutions, and optimize operational uptime.
Key Accomplishments
- ▸Reduced deployment errors by 15% as verified through system audit logs by optimizing System Center Configuration Manager (SCCM) deployment pipelines.
- ▸Cut network latency by 20% by revamping VLAN configurations to enhance traffic flow.
- ▸Achieved 10% annual cost savings ($15K), prolonged lifespan of legacy POS systems by average of 6 months and reduced premature hardware replacements through proactive maintenance and component upgrades.
- ▸Decreased escalation times by 12% and enhanced productivity by aligning technician skills with project needs through personalized evaluations, career planning, and creation of targeted training and certification pathways.
- ▸Improved onboarding and enhanced knowledge retention across teams by creating comprehensive technical documentation, including user guides, troubleshooting workflows, and training materials.
IT Desktop Support Technician II
Bowlero Corporation · Mechanicsville, VA
Spearheaded network infrastructure upgrades across 350+ locations, optimizing performance and reliability in collaboration with network engineers. As key point of contact, delivered advanced technical support to troubleshoot and resolve desktop, hardware, and IT systems, maintain integrity of IT infrastructure, and ensure smooth operations for nationwide locations. Managed Active Directory for thousands of users, ensuring secure access control and uninterrupted operations.
Key Accomplishments
- ▸Reduced repetitive tasks by 25% and reclaimed 15+ hours per month for strategic work by engineering PowerShell scripts to automate Active Directory patching and POS system maintenance.
- ▸Achieved 10% cost reduction by advising on hardware procurement strategies and aligning purchases with overall business objectives.
IT Desktop Support Technician
Harris Williams · Richmond, VA
Provided daily technical support to global workforce of 500+ employees, resolving issues efficiently via Microsoft Teams and in-person troubleshooting. Managed user accounts, permissions, and groups across Windows Active Directory, Azure AD, and Microsoft Intune, ensuring seamless access and security.
Key Accomplishments
- ▸Boosted first-call resolution rates by 10% by partnering with IT teams to streamline support processes.
- ▸Achieved 100% compliance and consistency across all devices by orchestrating device provisioning and configuration utilizing advanced imaging techniques.
- ▸Enhanced operational continuity and minimized risks by conducting biweekly network security scans and addressing vulnerabilities.
Previous Roles
Technical Expertise
Skills
Infrastructure & Networking
Systems & Cloud
Automation & Development
Leadership & Projects
Academic Background
Education
Bachelor of Science in Computer Science
Christopher Newport University
Newport News, VA
Cybersecurity Bootcamp
University of Richmond
2022
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