Experience

Primary technology operator for a 24/7 senior living campus supporting 300+ users across clinical, administrative, executive, resident, and service workflows.

• Partner with executive leadership and the VP of IT on infrastructure roadmap, platform modernization, lifecycle budgeting, service reliability, and operational priorities.
• Manage delivery across 10+ MSP, ISP, telecom, AV, and platform providers, holding them to contractual SLAs and service agreements — enforcing an estimated $50K+ in owed service and credits.
• Resolve audio-visual repairs and support in-house rather than dispatching vendors, avoiding an estimated $80K+ in service calls on routine AV fixes.
• Built the community's internal IT knowledge base, self-service documentation, and Microsoft Copilot agents, cutting new-hire ramp-up on core systems by an average of 2-3 days and turning institutional knowledge into reusable support workflows.
• Lead modernization initiatives including SharePoint/OneDrive migration, Windows 10 to 11 rollout, ISP replacement, and hybrid staff/resident network architecture redesign.
• Contribute to business continuity, disaster recovery, cybersecurity compliance, and cyber-insurance audit readiness in assisted living and skilled nursing environments.

• Delivered SLA-driven enterprise IT support in a regulated industrial environment, resolving hardware, software, access, VPN, Citrix, Microsoft 365, and remote-work issues across distributed teams.
• Managed incidents, escalations, service requests, and SLA-driven support activity through ServiceNow and HP Service Manager.
• Contributed to knowledge base documentation and cross-team root-cause analysis to improve support consistency and operational learning.

• Supported network, systems, endpoint, and security operations across corporate, manufacturing, and logistics facilities.
• Installed, configured, and maintained servers, end-user systems, networking equipment, cameras, and security infrastructure across multi-site operations.
• Assisted with multi-site upgrades and commercial technology deployments for distributed operational environments.