Qualifications Summary
A strategic IT leader with over seven years of experience in optimizing IT infrastructure and aligning technology with business objectives. My expertise spans IT service management, network architecture, and cross-functional team leadership. I am adept at driving digital transformation, managing the full project lifecycle, and fostering a culture of continuous improvement. I serve as a trusted advisor, translating complex technical concepts into actionable business solutions.
Core Competencies
- IT Strategy & Governance: IT Service Management (ITSM), Business Process Improvement, Change Management, Technology Roadmapping, Vendor Management, Budget & Cost Control.
- Technical Expertise: Network & Systems Administration (LAN/WAN, SD-WAN), IT Infrastructure & Architecture, Cloud Services (Azure, Microsoft 365), Security & Compliance (NIST, PCI).
- Leadership & Project Management: Team Leadership & Mentoring, Cross-functional Collaboration, Project Management (Agile & Waterfall), Stakeholder Communication.
Professional Experience
Assistant Director of IT Support
Woodside Bible Church - Troy, MI
August 2017 – April 2025
- IT Service & Process Optimization: Directed IT service management (ITSM) using FMX and ConnectWise, establishing a documented, collaborative environment and driving process improvements across 15 locations.
- Strategic Infrastructure Management: Orchestrated the end-to-end management of network equipment and servers, leading the transition from on-premise servers to a virtualized, hosted environment to improve redundancy and scalability.
- Project Leadership & Vendor Collaboration: Managed the full project lifecycle, leading a migration from a Mitel phone system to a cloud-based Elevate solution with Microsoft Teams integration for over 300 users across 14 locations.
- Team Leadership & Development: Mentored and trained all incoming IT support staff and developed a comprehensive IT onboarding program that integrated with HR processes, training 250 users on company systems and policies.
- Advanced Troubleshooting: Delivered comprehensive technical support to end-users across 15 campuses, swiftly resolving hardware, software, server, and peripheral issues to ensure seamless operations.
Key Projects
Multi-Site Bookstore POS System Migration
Project Manager
Led the end-to-end migration of a multi-site bookstore's POS system from an unsupported QuickBooks platform to Square, ensuring continuous PCI compliance and mitigating security vulnerabilities.
- Problem: Identified that the existing QuickBooks POS system was nearing end-of-support, posing significant security and compliance vulnerabilities.
- Solution: Researched and proposed Square as the optimal, cost-effective solution, securing necessary financial resources from leadership. Engineered a detailed data migration plan for over 10,000 items and configured dedicated VLANs to isolate and secure POS traffic across 5 locations.
- Outcome: The project launched on time, providing a secure, modern, and user-friendly platform that ensured continued PCI compliance and streamlined the sales process.
IT Onboarding Integration
Project Manager
Designed and implemented a new IT Onboarding Integration program to reduce confusion around IT policies and procedures.
- Problem: Identified a recurring theme in support tickets related to confusion about IT policies, which led to asynchronous communication and inefficient resolution. The IT department was also perceived as a "blocker".
- Solution: Designed and implemented a comprehensive presentation on policies and best practices. This was initially delivered in person and later converted into a video hosted on SharePoint for easy accessibility and remote use.
- Outcome: The program almost eliminated policy-related support tickets and fostered more collaborative relationships with other departments.
Automation of Device Deployment
Project Manager
Streamlined device setup and configuration using Microsoft Intune and Autopilot, enhancing both efficiency and security.
- Problem: Device configuration was a time-consuming process, and there was a need to ensure consistency and compliance with corporate policies.
- Solution: Created corporate-aligned deployment profiles for Windows devices and delivered training sessions for successful adoption of the new process. Leveraged ConnectWise Automate routines for server management and updates.
- Outcome: Reduced device configuration times significantly, recovering an hour of time per device, and strengthened security by enforcing robust security measures and corporate policies.
Technical Skills & Credentials
Credentials
- CompTIA Network+ (2014, Expires 2026)
- CompTIA A+ (2014, Expires 2026)
- CompTIA Linux+ (2015)
- Microsoft Technology Associate (2015)
- CIW Web Foundations (2015)
- CCNA Routing and Switching (2016, Expires 2026)
- CompTIA Security+ (2017, Expires 2026)
- CompTIA Project+ (2018)
- Axis Certified Professional (2018)
- AI for Organizational Leaders by Microsoft and LinkedIn (April 2025)
- ServiceNow IT Leadership Professional Certificate (May 2025)
- NIST 800-53r5: Introduction to Security and Privacy Controls (May 2025)
- PowerShell for Microsoft 365 Administration (May 2025)
- Nonprofit Essentials Certificate (May 2025)
- WordPress 101 – The Complete Guide (May 2025)
- Lean Six Sigma Yellow Belt (May 2025)
- Google Project Management (June 2025)
Professional Tools & Systems
- ITSM: JIRA, FMX, ConnectWise
- Network Admin: Unifi, Meraki, Cisco
- Server Mgmt: Windows Server 2019, Active Directory (Local & Azure), DHCP, DNS, Exchange
- Cloud Services: Microsoft 365, Azure, SharePoint, Teams, OneDrive
- MDM: Kandji, Intune, Autopilot
- Virtualization: VMware, Hyper-V
- Telecomm: VoIP, CCTV, A/V
- Security: Endpoint Security Management, Firewalls, IDS, SIEM, Secure System Design, GRC Frameworks
- Backup & Recovery: Enterprise Backup and Recovery Solutions
Community Involvement
Woodside Bible Church
Volunteer Counselor, Medical Instructor, Career Coach, Kids Camp Leader, and Technical Production Assistant.
Corewell Health
Volunteer Chaplain offering emotional and spiritual support to patients in clinical settings.
Life Remodeled
Led teams in environmental clean-up projects, contributing to neighborhood revitalization and community restoration.