- Piloted Microsoft 365 Copilot early in its initial rollout — testing, licensing, and configuration — then expanded it to a ~50-person department with usage monitoring.
- Hired as Administrator in Operations and promoted to Operations Area Manager over multiple locations, owning budgeting, staffing, SOPs, and vendor management.
- Delivered on-site and remote IT support to 3,500+ employees across Galway Holding, EPIC, and EPIC Corporate.
- Managed roughly 200-500 devices through Intune and Apple Business Manager across enrollment, configuration and policy, and retirement, plus onboarding, offboarding, and access provisioning.
- Proposed, led, and managed the content migration from Windows Server shared drives to SharePoint Online, organized as hubs by department and location.
Case study · IT operations and support
EPIC: IT operations and support at scale
Operations Area Manager and CIO mentee who piloted Microsoft 365 Copilot early and expanded it to a ~50-person department, built Copilot Studio agents grounded in SharePoint, migrated content off shared drives, and supported 3,500+ employees with Intune device lifecycle and self-service workflows.
Piloted Microsoft 365 Copilot and ran IT support for 3,500+ employees across affiliated companies
Operations Area Manager (promoted from Administrator)
Multi-site operations and IT role as a direct mentee of the CIO at EPIC and Galway Holdings.
- Employees across affiliated companies who needed fast, reliable IT support
- Operations teams handling staffing, budgets, and recurring approvals
- The CIO and IT leadership sponsoring internal IT projects
- Pilot Microsoft 365 Copilot early and build Copilot Studio agents grounded in per-office SharePoint to take repetitive work off the queue, then expand to a ~50-person department.
- Migrate content off Windows Server shared drives to SharePoint Online, organized as hubs by department and location, so access and governance stayed consistent.
- Standardize device management on Intune and Apple Business Manager so provisioning and access stayed consistent across sites.
- Replace paper equipment-checkout and request handling with self-service request and approval workflows.
- Lead AskScout, an internal IT and HR AI support assistant, to deflect repetitive requests and speed self-service.
Support a large, multi-company workforce while replacing paper-heavy operations and reducing the load of repetitive IT and HR requests.
- Microsoft 365 Copilot piloted early and expanded to a ~50-person department (licensing, configuration, adoption), with Copilot Studio agents grounded in per-office SharePoint sites.
- Content migrated off Windows Server shared drives to SharePoint Online, built as hubs by department and location (for example, Operations and Concord).
- Device lifecycle for roughly 200-500 devices standardized on Intune and Apple Business Manager: enrollment, configuration and policy, retirement, plus onboarding, offboarding, and provisioning.
- Self-service equipment-checkout, asset-tracking, and request and approval workflows that replaced paper processes.
- AskScout, an internal IT and HR AI-powered support assistant (RAG), led from concept through rollout under the CIO.
- Built AskScout and Copilot Studio agents that cut a recurring IT and Operations ticket category by about 25-40%.
- Piloted Microsoft 365 Copilot early in its initial rollout, then expanded it to a ~50-person department.
- Proposed, led, and managed the content migration from Windows Server shared drives to SharePoint Online, built as hubs by department and location (for example, Operations and Concord).
- Managed roughly 200-500 devices through Intune and Apple Business Manager across enrollment, configuration and policy, and retirement.
- Kept 3,500+ employees supported on-site and remotely across affiliated companies.
- Replaced paper equipment-checkout and request handling with self-service request and approval workflows.
Expand AskScout coverage and measurement so more routine requests resolve through self-service.