I am an IT professional with a strong interest and dedication to security compliance.
Note: This is my public portfolio, my private portfolio is not publicly available.
IT Supervisor with over 8 years of IT experience in Federal and Military contracting. Recent graduate from Penn State with a Bachelors of Science in Infosec (Cybersecurity) and a Minor in Information Sciences and Technology. I thrive in bridging the gap between IT and business operations. Highly interested in information security and compliance, avidly involved in the cyber community online, with majority of my free time spent on acquiring skills, building projects, and training.
My hope is to be a beacon of light for others on their road to develop themselves and their careers, and to share inspiration and resources to guide them on this journey, concentrating on the world of cybersecurity.
My Skills:
• Leadership: Successfully leading a team of 4 IT supervisors, assisting with management of their direct reports, and fostering a collaborative environment of open communication and problem-solving.
• Strategic Planning & Risk Management: Assessing team performance, identifying potential risks, and implementing procedures to mitigate them, ensuring smooth operations and user satisfaction.
• Communication: Effectively communicating technical information to diverse audiences, collaborating with cross-functional teams and building strong relationships with internal and external clients.
• Business Acumen: Monitoring and reporting KPIs, KRIs, and the status of operations to our client.
My interests:
• Security Compliance & Regulation
• AI
• Oversee daily operations of the help desk, including ticket routing, prioritization, and resolution
• Oversee 4 direct reports at the supervisor level, and 20 indirect reports: providing performance
coaching, training, and development opportunities to optimize individual and team productivity
• Managing automated call distribution, problem/incident management, and reporting utilizing via
ServiceNow for improved efficiency and transparency
• Provide in real-time, daily, weekly, and monthly reporting to our contracted client to include
obligated metrics, KPIs and KRIs and the status of their operations
• Lead collaborative efforts with federal departments in negotiating contracts, defining processes, and
and implementing changes for printer services, ensuring efficient and cost-effective printer management solutions
• Manage help desk staff, including hiring, enhancement of the training team, and performance
evaluations
• Ensure compliance with FAA regulations and contract requirements
• Lead three distinct teams: a team of 9 Tier 2 IT Specialists, and 8 Printer Support Specialists, and
a “tiger team” of 3 Software Specialists to deliver technical support and customer service within
contractual service level agreements for over 30,000 users at the Federal Aviation Administration
(FAA)
• Managing automated call distribution, problem/incident management, and reporting utilizing
ServiceNow for improved efficiency and transparency
• Developing and maintaining comprehensive operational procedures, knowledge base articles, and
playbooks for consistent and high-quality service delivery
• Gathering, interpreting, and presenting operational metrics to identify trends impacting
performance goals, facilitating data-driven decision making, fostering continuous growth
• Lead collaborative efforts with federal departments in negotiating contracts, defining processes, and
implementing changes for printer services, ensuring efficient and cost-effective printer management
solutions
• Provide Tier II IT support for FAA employees and operations
• SOC incident remediation
• Diagnose and resolve computer, network, software and hardware issues.
• Escalate and assign tickets to the appropriate tiers and teams within BMC Remedy
• Maintain integrity and security by evaluating the availability, quality, latency, and
performance of the systems
The Bachelor of Science in Security and Risk Analysis (SRA) in the College of Information Sciences and Technology responds to the expanding need for a highly trained analytic workforce to address a wide range of security and risk domains including national/homeland security, emergency and disaster management, law and crime, as well as enterprise risk management.
This Workforce Development project, which is funded by a sub-award from the CECIP program at the University of Memphis through a NCAE-C Program award (Award # H98230-21-1-0319; Subaward # A22-0041-S001-A01) provides FREE cybersecurity training for a workforce with the skills to defend and protect our critical infrastructures, primarily those in the industrial, energy, and defense sectors.
The CMMC Training Academy is a company that provides training for the Cyber Maturity Model Certification (CMMC) and NIST cybersecurity and risk management. The academy is a service of Cyber Security Training and Consulting LLC, a veteran-owned small business.
Tech Career Roadmap - Foundations
30 Days of Cybersecurity Resources I shared on LinkedIn in one post
