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Project experience

Proven delivery across service desks, multi-site IT, and field support.

Representative experience from enterprise IT leadership and independent client work — documented without disclosing confidential customer information.

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What I have delivered

Experience that maps to real business needs

These summaries distinguish prior enterprise responsibilities from independent IT-OnCall and contract field work. They are intended to show delivery depth, not to imply that every engagement used the same scope.

1,400+users supported
26locations supported
45+SMB client environments
400+work orders completed
Service desk implementation dashboards and workflow planning
Prior enterprise role · ITSM implementation

ServiceDesk Plus deployment and service-management foundation

Implemented and administered a ManageEngine ServiceDesk environment supporting a large, distributed organization. The work connected ticket operations, service management, assets, reporting, and user self-service into one operating model.

Scope delivered

  • Active Directory and Microsoft 365 integration
  • Roles, service catalog, departmental portals, and approvals
  • Incident, problem, and change-management workflows
  • CMDB and asset-lifecycle foundations

Operational controls

  • SLA policies, escalations, dashboards, and surveys
  • Automated ticket routing and assignment
  • Knowledge, reporting, and service visibility
  • Agent and stakeholder handoff
ManageEngine ServiceDesk PlusITILCMDBActive DirectoryMicrosoft 365Python automation
Multi-site IT operations monitoring workspace
Prior enterprise role · Multi-site operations

IT support operations for 1,400+ users across 26 locations

Supported and coordinated day-to-day IT service delivery across a distributed environment, including office readiness, user support, infrastructure coordination, upgrades, and cross-site escalations.

Environment

  • Microsoft 365, Windows Server, Active Directory
  • VMware and AWS-connected services
  • Meraki networks and remote-office support
  • Hardware lifecycle and asset coordination

Delivery responsibilities

  • Office openings and equipment purchasing support
  • Move, add, and change coordination
  • SLA-driven onsite and remote support
  • Migrations, upgrades, and cross-site readiness
Microsoft 365Windows ServerVMwareAWSMerakiMulti-site support
Network tools, rack equipment, cabling, and field support gear
IT-OnCall and contract field work · Client delivery

400+ field work orders across 45+ SMB environments

Delivered hands-on support in live offices and data-center environments where clear communication, safe change execution, documentation, and clean handoff were essential.

Field services

  • Rack-and-stack installation and decommissioning
  • Structured cabling and cable termination
  • Hardware swaps, network devices, and smart hands
  • Site validation, photos, notes, and closeout

Endpoint projects

  • SCCM and Intune imaging and provisioning
  • Workstation refresh, staging, and deployment
  • Software installation and validation
  • Post-cutover support and inventory updates
SCCM / MECMMicrosoft IntuneRack & stackStructured cablingHardware refreshSmart hands

Client and employer names are omitted where confidentiality or prior-employment context makes that appropriate. Detailed references, scope examples, W-9, COI, and onboarding documentation can be provided during a qualified engagement.

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