Profile
Business systems and technical operations leader with 7+ years of experience supporting enterprise, manufacturing, and healthcare-adjacent environments. Blends hands-on IT operations with platform governance, vendor/MSP delivery, Microsoft 365 modernization, and practical AI/workflow automation. Trusted partner to leadership for improving infrastructure reliability, knowledge access, support workflows, and operational continuity.
Operating signals
- 7+ years in enterprise operations
- 300+ users supported
- 10+ vendor/MSP relationships
- 24/7 operating environment
- Microsoft 365 modernization
- Microsoft Copilot agents and workflow automation
Experience
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Information Technology & Audio-Visual Coordinator
Glenaire · Cary, NC
July 2023 - Present
Primary technology operator for a 24/7 senior living environment supporting 300+ users across clinical, administrative, executive, resident, and service workflows.
- Partner with executive leadership to align infrastructure roadmap, platform modernization, lifecycle budgeting, risk awareness, service reliability, and operational priorities.
- Manage delivery across 10+ MSP, ISP, telecom, AV, and platform providers, including service quality, renewals, escalations, maintenance windows, and cutovers.
- Lead modernization initiatives including SharePoint/OneDrive migration, Windows 10 to 11 rollout, ISP replacement, and hybrid staff/resident network architecture redesign.
- Develop Microsoft Copilot agents and documentation systems to improve internal knowledge access, automate support workflows, and convert institutional knowledge into reusable self-service channels.
- Standardize support workflows, recurring issue documentation, handoffs, and operating procedures to improve response consistency and reduce repeat incidents.
- Contribute to business continuity, disaster recovery, cybersecurity compliance, and cyber insurance audit readiness in assisted living and skilled nursing environments.
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IT Analyst
Pomeroy · Remote - U.S. Steel Contract
January 2021 - October 2022
- Delivered enterprise IT support in a regulated industrial environment, resolving hardware, software, access, 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.
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IT Support Specialist
La-Z-Boy Incorporated · Hudson, NC / Monroe, MI
August 2018 - January 2020
- Supported network, systems, endpoint, and security operations across corporate, manufacturing, and logistics facilities.
- Installed, configured, and maintained servers, end-user systems, networking equipment, and security infrastructure across multi-site operations.
- Assisted with multi-site upgrades and commercial technology deployments for distributed operational environments.
Core capabilities
Business Systems
Microsoft 365, SharePoint/OneDrive, platform lifecycle, access models, workflow standardization, operational documentation.
IT Operations
Incident management, endpoint lifecycle, service reliability, change windows, support escalation, continuity and disaster recovery.
AI & Automation
Copilot agents, AI-assisted knowledge access, support workflow automation, self-service channels, adoption support.
Delivery Leadership
Vendor/MSP management, SLA oversight, executive communication, stakeholder alignment, project coordination, continuous improvement.
How I position the work
Business systems and platform modernization
Leads practical modernization across Microsoft 365, SharePoint, OneDrive, endpoint lifecycle, operating processes, and internal knowledge systems.
IT operations and service reliability
Owns frontline stability, incident response, escalation paths, infrastructure coordination, and high-availability support in 24/7 environments.
AI and automation enablement
Builds Copilot agents, AI-assisted workflows, and reusable documentation systems that improve knowledge access and operational consistency.
Vendor, MSP, and stakeholder delivery
Connects executives, users, MSPs, ISPs, telecom, AV, and platform partners around service quality, cutovers, renewals, and continuous improvement.
Platforms & skills
PLATFORMS
Microsoft 365, Azure, Active Directory, GPO/IAM, Windows Server, SharePoint, OneDrive, Windows 10/11
ITSM & SUPPORT
ServiceNow, HP Service Manager, SLA-driven support, vendor escalation, knowledge base documentation, incident/RCA workflows
INFRASTRUCTURE
Hybrid networks, VLAN segmentation, Layer 2/3 switching, ISP/fiber coordination, VoIP/telecom, AV, endpoint lifecycle
AUTOMATION / AI
Microsoft Copilot agents, AI-assisted workflows, support automation, reusable documentation systems, self-service knowledge access
Education
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Bachelor of Science, Computer Information Systems
Appalachian State University · May 2023
Minor: Business Analytics
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Associate of Applied Science, Networking & Cybersecurity
Caldwell Community College · May 2020
Role fit
Operator-builder profile suited to roles connecting business stakeholders, internal technology teams, managed service providers, Microsoft 365/digital workplace platforms, AI-enabled workflow adoption, service delivery, and trusted information access.
Aligned roles: Business Systems Manager | IT Operations Manager | Technical Operations Manager | IT Service Delivery Lead | Digital Workplace / M365 Operations | AI & Automation Enablement | Platform Operations
The downloadable PDF includes full contact details (phone and direct email). Download the PDF résumé.