• Manage Service Desk, Desktop Support and ServiceNow teams, including Vendor management and MSP management.• Built a team of ServiceNow Administrators and Developers to maintain and improve our ServiceNow implementation• Create Dashboards and KPI Reporting for all IT Departments to increase customer satisfaction and employee performance goals• Build out Roadmaps for future growth and improvements of ServiceNow and our IT Service Desk and Desktop Support• Manage our off-shore and on-shore Vendor Relationships for Service Desk and ServiceNow • Manage the Service Desk Relationship with the business, ensure needs and expectations are met• Continual Improvement programs within ServiceNow to evaluate and determine tasks that can be automated within ServiceNow, to increase efficiency• Light administration in ServiceNow; basic Service Catalog Item Creation with Flow Designer, group/user administration• Knowledge Manager: created IT Service Desk Knowledge Base and Knowledge articles to be used by Service Desk Techs on day-to-day issues and processes, approved Knowledge articles created by techs• Maintain and continue to perform the duties below IT Service Desk Supervisor II role

•Assisted with Requirements gathering for Incident Management and Knowledge•Light administration in ServiceNow; basic Service Catalog Item Creation, group/user administration•Knowledge Manager; created IT Service Desk Knowledge Base and Knowledge articles to be used by Service Desk Techs on day to day issues and processes, approved Knowledge articles created by techs•ServiceNow Business Analyst to grown ServiceNow adoption across other areas of business within PODs•Helped build out the ITOC (IT Operations Center) reports up to Executive staff, as well as building introductions to the business and other IT Departments as to what ITOC is and does

• Supported and lead a group of 13 Service Desk Agents in both Reno, NV and Clearwater, FL • Held 1:1 meetings with all agents to discuss performance and provide coaching• Reduced cost by limiting overtime, and increasing productivity• Write and deliver yearly performance reviews and performance improvement plans, as needed• Created KPI’s for Service Desk agents and ran weekly/monthly reports on KPI’s, which has given direction and understanding of the agents responsibilities and expectations• Successfully assisted in the set-up of the new the Reno Sales & Service Center for all equipment needs for the new facility as it opened• Filled in for the vacancy of an IT Coordinator for 6 months, while continuing my day to day responsibilities• Saved PODs $54,600 per year by maximizing the AT&T mobile plans• Assisted in reducing the Verizon data overage charges by $7,000 per month• Interim Incident Manager and creation of RCA documents

• Supervised performance on a daily, weekly, and monthly performance• Wrote and delivered yearly performance reviews and performance improvement plans as needed• Lead efforts to improve processes, procedures that improved service levels successfully by 15-20%• Created KPI’s for Tech Support department• Created agent level reporting as well as team level reporting that I ran on a weekly/monthly basis• Lead, planned, designed implemented and measured Continuous Improvement initiatives• Maintained current knowledge of computer applications, software upgrades and trends through continued training and self-study• Maintained current working knowledge of Customer Service Processes and Procedures and familiarity with laboratory workflow to insure continuity between departments in both laboratories• Held monthly 1 on 1 with Tech Support Agents and Monthly Tech Support Team meetings

• Provided desk-side support for desktops, laptops, Blackberry’s, iPhones, iPads, and printers• Repaired hardware failures on laptops, desktops and printer• Imaged new desktops and laptops for deployment using SCCM• Deployed new IT equipment, hardware and software, to end-users• Activated network ports at the switch• Troubleshoot network connectivity issues with printers, laptops, desktop and personal devices• Connect BYOD system to company network wifi, vpn, and VMware as required• Updated/Created distribution lists and public calendars in Exchange and Outlook• Managed AD Security Groups to gain/remove access to applications, network shares and SSO

• Responded to all end user support issues in a timely and professional manner by setting appointments and meeting deadlines• Diagnosed and resolved requests desk-side, over the phone, and using remote assistance.• Remote and desk-side installation of various software packages utilizing SCCM• Imaged new systems and reimaged systems to prep to be redeployed using Ghost• Repaired hardware failures on desktops and laptops• Resolved network port related issues with the Network Admins

• Worked with the IT Applications team to ensure that the Service Desk business needs are met for Knowledge Base tools and ticketing tools• Managed transitions from Legacy ticketing tools to new Remedy ITSM, by working with IT, Service Desk Operations teams, IT Application team, transition team, and on-boarding team members to provide a smooth transition• Point of contact for Service Desk operations for enhancement requests and problem resolution for ITSM and knowledge base applications

• Integration transition project manager for domain, telecom, and tool transition and integration for customers and internal staff. Including gathering requirements, documenting gaps, mitigating gaps, planning implementation timeline, and deployment• Site event coordinator, plan events for team building and volunteer work opportunities• Oversaw staff scheduling, built schedules for various call volumes in a 24/7 call center, ensured cost savings model for holiday scheduling• Oversaw customer email support, ensuring contractual SLA’s are met 100% of the time• Account management, I was a management resource for our customers IT/Helpdesk Management team to implement new services and ensured customer satisfaction is at highest standards and exceeding expectations

• Managed a group of 10-15 Technical Support Specialists that do support through phone and email for dedicated and shared model customers.• Responsible for the QA of all specialists to ensure a minimum monthly QA of 90%• Held 1:1 meetings with all agents, performed performance reviews yearly• Reduce cost by limiting overtime, and increasing productivity• Onboarding new customers, ensuring seamless on-boarding with 95% customer satisfaction rating

• Supported and managed a group of technical support analysts ranging from 5 – 14 analysts• Performed QA analysis of each analyst and provide feedback through 1 on 1’s• Improved SLA performance from averaging 85% to averaging 99.9%• Improved individual efficiency of analysts, by increasing productivity from avg of 30 tickets/day to 45 tickets/day and quality increase from 80% on avg. to 90% on avg• Produce daily/weekly/monthly reports for volume and SLA’s• Implemented key automation features into the e-mail support process, to help increase efficiency and effectiveness of email analysts• Provided support in managing customer relationship with multiple accounts• Responsible for staff scheduling during normal and holiday hours

• Including duties from Level 1 Technical Support Analyst• Took technical escalations from Level 1 technicians• Handled Windows, Office, Internet/Network Connectivity, and Hardware issues• Worked to remove Spyware, virus issues without re-install of Operating System• Mentored Level 1’s to be able to move into a Level 2 position• Trained new Level 1 members on Technical, call flow, and customer specific needs• Assisted in managing the floor when needed, to ensure calls were answered and help was received when needed• Improved customer relationship for the customer that I was the SME for• Responsible for taking 8 – 10 Level 1 escalation tickets a day• Create Knowledge Base articles for internal KB of common Technical problems/resolutions

• First level technical phone support for over 35 Accounts• Active Directory account creations, password resets, terminations• Over the phone troubleshooting of Microsoft Office, Windows, and Internet/Network Connectivity, and hardware failures• 3rd Party application installation and first line support with provided documents• Take on average 25 -30 calls per day• Remote support over the Internet using Control F1• VPN Troubleshooting, installation, and connection• Subject Matter Expert for our Customer of 2000 seats, worked closely with their support team to integrate with our structure and procedures.