I'm an IT service delivery manager in Phoenix.

I lead the helpdesk and IT asset management teams at IES Communications, run our ITSM platform, and handle hardware and software procurement and endpoint operations for corporate offices and field crews across the country.

I started on the phones at an outsourced service desk in 2011 and worked up through Tier 2 into management. Most of what I know about running support I learned by doing the job first.

Work

  • ITSM platforms

    Freshservice · Jira · ServiceDesk Plus · ServiceNow · Zendesk

    I've worked across Freshservice, Jira, ServiceDesk Plus, ServiceNow, and Zendesk, on both the agent side and the admin side: workflows, ticket queues, service catalogs, and extending a platform beyond IT so other departments run their requests through it too. Working in that many systems is a good education in what a ticketing system should and shouldn't do.

  • Crisis management

    Major incidents · extended recovery

    Escalation lead through extended, high-severity outages: coordinating internal teams and outside vendors through restoration, keeping users and leadership informed, and keeping people working securely while systems came back.

  • Tenant migration after an acquisition

    Microsoft 365 · Exchange Online · SharePoint · OneDrive · Teams · Intune · Autopilot

    Helped bring an acquired company into the parent organization's Microsoft 365 tenant: migrating mailboxes, SharePoint sites, OneDrive, and Teams, reimaging laptops and enrolling them through Autopilot into Intune, and getting email set up again on phones. The goal was a cutover where people kept working and showed up on the other side with their mail, files, and devices ready.

  • Knowledge base

    Documentation · standard procedures

    Helped build a department knowledge base: ITSM administration, Active Directory, procurement workflows, vendor contacts, and the standard procedures a new technician needs so they ramp from documentation instead of tribal knowledge.

  • Endpoint audit and remediation

    Windows fleet · PowerShell

    Fleet audits and remediation scripting, plus imaging and deployment standards for Windows devices across field crews and corporate offices.

  • Private overlay network

    Home labTailscale · Debian

    A Tailscale mesh across home, cloud, and a dedicated Debian exit node. Key-only SSH, API-managed, with a baked-in Wi-Fi fallback so the node recovers without hands on it. The lab is how I stay hands-on while managing.

  • Backup and storage design

    Home labNAS · rclone

    Structured NAS backup layout with scripted offsite sync, and a deduplication pass that verified every copy against the primary before anything was removed.

Projects

Small tools I've written and published on GitHub.

  • Windows host security audit

    PowerShell · security

    A read-only audit of a Windows machine's certificate trust, traffic interception, persistence, and endpoint posture. It sorts what it finds by severity so the real problems are at the top.

  • Network exposure tools

    Python · nmap · UPnP

    Two small tools for seeing what a home network exposes: an audit of UPnP port mappings and a single nmap sweep that produces a readable report.

  • ITSM ticket analytics

    Python · service desk reporting

    Separates real user demand from alert and automation noise in a ticket export, sorts it into kinds of work you can plan around, and produces a one-page review. It reads exports from the common ITSM platforms or any CSV.

  • RMM script library

    PowerShell · endpoint support

    Troubleshooting scripts built to run unattended from an RMM tool or Intune: a triage snapshot, a log bundle, health checks for Microsoft 365, networking, and docks, and fixes that check before they change anything.

  • SaaS status monitor

    PowerShell · monitoring

    A Windows scheduled task that watches vendor status pages and incident feeds, checks Microsoft 365 directly, and sends an alert and a daily digest when something upstream breaks.

Experience

  1. 2020 — now

    IT Service Delivery Manager

    IES Communications · Tempe, AZ

    Lead the helpdesk and IT asset management teams, administer the ITSM platform, and direct national procurement and endpoint operations across corporate and field offices.

    Helpdesk Administrator → Lead Helpdesk Administrator → Helpdesk Manager → IT Service Delivery Manager

  2. 2018 — 2020

    Level II Service Desk Analyst

    Serco North America · Dayton, OH

    Escalation point for Tier 1 agents on complex issues. Improved first-call resolution by coaching and training the front line rather than absorbing its tickets.

  3. 2011 — 2018

    Help Desk Analyst

    ATOS IT Services · Mason, OH

    First-line technical support at enterprise scale, working with specialist teams on issues beyond the desk.

Full detail on the résumé page, or grab the one-page PDF.

Credentials

Sep 2026
CompTIA Network+
Sep 2024
ITIL 4 Foundation
Jun 2024
Microsoft Azure Fundamentals (AZ-900)
in progress
CompTIA Security+
2012
A.A.S., Cisco Network Engineering · Sinclair Community College

Contact

I'm based in Phoenix and happy to talk about service desk management, ITSM, endpoint operations, or leadership roles. The form goes straight to my inbox; LinkedIn works too.