Solo IT & Owner - Bri IT LLC, K&G Contractors
(2024-10)
- Manage business operations, including project planning, budgeting, invoicing, contract administration, procurement, and client communications.
- Coordinate with third-party vendors and service providers to resolve technical issues, manage warranties, and oversee technology implementations.
- Develop IT policies, technical documentation, standard operating procedures (SOPs), and disaster recovery plans to improve operational consistency.
- Manage client relationships by providing ongoing technical guidance, project updates, and responsive customer service.
- Deliver proactive technical support by diagnosing and resolving hardware, software, network, and cybersecurity issues both remotely and onsite.
- Plan and execute technology refresh projects, including equipment procurement, imaging, deployment, and asset management.
Lead Help Desk Analyst - Driven Brands
(2025-06 - 2026-07)
- Lead service desk operations by serving as the primary escalation point for technical support, ensuring timely resolution of incidents and service requests while maintaining high customer satisfaction.
- System Administration: O365, AD, OKTA, Zoom, Crestron, Exchange, Asset Tiger, Salesforce, Service Now, Meraki
- Coordinate and prioritize ticket assignments, balancing team workloads to meet service level agreements (SLAs) and operational objectives.
- Provide advanced troubleshooting and technical guidance to end users, assisting with complex hardware, software, network, and system issues.
- Mentor and train team members on troubleshooting techniques, customer service best practices, IT procedures, and organizational policies.
- Oversee the accurate documentation of incidents, service requests, and resolutions within the IT service management (ITSM) platform to ensure data integrity and knowledge sharing.
- Manage the escalation process by collaborating with infrastructure, networking, security, and application support teams to drive timely issue resolution and effective communication.
- Manage the deployment, configuration, and lifecycle support of end-user hardware, software, mobile devices, printers, and peripheral equipment.
- Execute onsite technical support for executive meetings, conference rooms, classrooms, and audiovisual technologies, ensuring seamless execution of business-critical events.
- Guide users on system access, enterprise applications, cybersecurity awareness, password management, and compliance with organizational IT policies.
- Analyze service trends, identify recurring issues, and recommend process improvements that enhance service delivery, increase operational efficiency, and reduce ticket resolution times.
- Create and maintain knowledge base articles, standard operating procedures (SOPs), and user guides to improve team productivity and ensure consistent support practices.
- Collaborate with IT leadership and cross-functional teams to implement technology initiatives, improve support processes, and contribute to continuous service improvement
Service Desk Analyst II - Maryland Office of the Public Defender
(2018-12 - 2024-10)
- Functioned as the senior technical escalation point, mentoring junior analysts and supporting daily Service Desk operations.
- Delivered first-contact resolution in a high-volume enterprise environment while maintaining SLA compliance.
- Administered Active Directory accounts, user permissions, onboarding/offboarding, and access management.
- Coordinated enterprise hardware deployments, workstation imaging, software installations, and endpoint lifecycle management via Track-IT.
- Developed and maintained SOPs, technical documentation, and knowledge base articles that improved consistency and reduced resolution times.
- Collaborated with infrastructure, networking, and application teams to resolve complex technical issues, enhancing overall service delivery.
- Managed IT assets and maintained accurate inventory records, ensuring compliance and readiness for audits.
- Facilitated secure access for users as Security Liaison of JIS/Portal database, ensuring compliance with security protocols.
- Executed BWC downloads for attorneys, ensuring timely access to crucial evidence.
Service Desk Specialist - Gantech
(2018-01 - 2018-12)
- Delivered enterprise technical support for Maryland Department of Health users within a Managed Services Provider (MSP) environment.
- Managed incidents through ServiceNow while maintaining SLA compliance and high customer satisfaction.
- Conducted pre-production software testing and documented findings that improved application quality.
- Created and maintained technical documentation and SOPs that enhanced operational consistency.
- Escalated complex technical issues while maintaining effective communication with stakeholders.
