Tasked with rapid assimilation of knowledge pertaining to solution architecture, implementation, and support of enterprise Print/Copy Management and Computer Reservation applications, for the purpose of leading the internal support team and providing “white glove” consultative and support services to customers. Work closely with senior management to enhance the support experience through development of improved documentation, refinement of support processes, and execution of new support tools and strategies.* Significant participation in design, testing and rollout of new internal Ticketing/Marketing/CRM platform, creating increased automation opportunities, superior customer experience, and a shift from reactive to proactive support* Work directly with customers to identify requirements, plan, design and execute new deployments, upgrades and migrations, ensuring successful implementation of services with minimal service interruption* Produce and present documentation and training materials to both staff and customers, resulting in expanded knowledge and capabilities

Managed team of 6 support technicians in a call center environment, coordinating all daily activities and providing high quality technical support for 3000+ internal customers. Led development of strategic directives for teams to address business needs. Managed SLAs for the team, communicating clear expectations to customers and team members regarding response, escalation and resolution times. Promoted personal and professional development for all team members. * Developed QA Score-carding and initiated weekly review in team, managerial and 1:1 formats, setting a baseline for quality and highlighting target areas for improvement. * Co-created departmental employee recognition program, fostering an increase in morale and employee satisfaction and resulting in improved quality of work * Collaborate with Business Partners to identify and incorporate process changes and broadened knowledge of technicians, resulting in higher first call resolution and reduction of escalation * Reviewed, updated and/or created SOPs, and revitalized the Knowledgebase, providing a centralized repository of relevant information and process reference * Standardized and improved work processes and weekly monthly KPI results by creating and publishing concise reporting via highly accessible dashboards, and implementing regular KPI reviews * Assist in triage of phone calls and email generated tickets * Participated in several projects resulting in effective implementations * Increase capabilities of new technicians by establishing a technical training program, encompassing all tasks deemed critical to the success of a new hire

Responsible for oversight of all Help Desk support activities, and for leading initiatives to develop and mature the Help Desk function as a whole. Work closely with key IT groups and other departments with focus on identifying and executing on opportunities for improving workflow processes and enhancing the scope of Help Desk services. Facilitate and assist in the delivery of day to day support to all Briggs Equipment employees.* Completed installation and deployment of Dell K1000 KACE Appliance, allowing more robust asset tracking and powerful support tools* Created and rolled out new Web based Onboarding and Termination request portal, working directly with HR to ensure prompt and accurate delivery of user access additions/changes* Design and document IT policies and procedures, to provide a framework of Help Desk functions, allowing for more consistent and broader scope of technical and customer support* • Perform all IT-related procurement activities, ensuring successful SLA adherence for all hardware/software purchase requests* Provide guidance and assistance in retooling IT knowledge base, to allow more consistent troubleshooting and issue resolution* Deployed updated Help Desk Ticketing system (TrackIt 11.4), resulting in more effective categorization of activities and meaningful reporting capabilities* Acquired additional knowledge and training to incorporate additional activities into the Help Desk portfolio of services, allowing more effective and timely assistance to end users* Provide support for all client laptops, desktops, iPhones and peripheral devices* Support and troubleshoot all client software, including MS Windows OS, MS Office products, and various third party vehicle diagnostic tools* Monitor and troubleshoot network and email performance using Solarwinds, Symantec Management Console and Barracuda Web and Spam filters, to ensure timely identification of potential issues

Hired to fill a newly created position within the Application Development team. Business objectives included the evaluation of current processes, development and implementation of improved workflows, reporting and Departmental communications. Additionally responsible for the creation and execution of an Enterprise Application Systems upgrade plan.* Observe and document “current state” workflow processes within the Application Delivery team, to set a benchmark to allow the measurement of the effectiveness of process changes* Identify and implement workflow changes surrounding the capture and processing of work requests, resulting in greater efficiency and a reduction in lost or forgotten requests* Develop and implement metrics reporting using SQL and Excel to track all current and new requests, allowing for more effective measurement of team performance* Create and initiate regular communication plan involving key members of each department to provide status on outstanding projects, creating a consistent forum for confirming priority and progress on current items, and to discuss requirements for any new requests* Collaborate with Infrastructure Team in the development of an Upgrade/Patching plan for all Software Development server infrastructure, to ensure optimal performance of business critical applications* Plan and deploy a new CMS environment (Sitefinity) as well as an updated Ticketing environment (OnTime 2013), for improved development tools and work management* Document processes and assume responsibility for System Administration duties within the Dynamix AX environment, to allow other team members greater focus on development responsibilities

Recruited to fill this newly created position during the complex merger of AccentCare and Texas Home Health/Guardian Home Care. Tasked with designing and implementing a Service Desk function from the ground up during this transitional period. Responsible for evaluating the IT Support activities of each legacy company, developing policies and procedures, and consolidating the function to new Corporate location. Focused on aligning processes and technologies, along with building strong customer relationships, to ensure ongoing process improvement, and greater quality of service.* Successfully transitioned all Level I support responsibilities to centralized Service Desk team with minimal disruption to the business, providing consistent, single point of access to IT Support* Developed and implemented more aggressive SLAs, resulting in greater availability and shorter response times for our customers* Conducted regular conference calls with regional leadership, to gauge and respond to feedback related to IT Customer Service, strengthening customer relationships and encouraging further improvement* Assisted in reengineering IT Onboarding process for new hires, ensuring more timely provisioning of end user accounts and hardware* Participated in hardware selection and configuration for rollout of new CRM product, providing advanced and effective tools for increasing productivity and revenue

Hired to provide strategic leadership for Customer Service and Operations functions within the Information Technology environment. Develop a cohesive support team, guiding activities towards achieving company goals and mission. Drive efficiencies and improve processes to increase productivity and realize cost savings. Interface with customer base to define requirements and translate business objectives into feasible plans. Design and implement reporting tools and Quality Assurance program.* Achieved 80% reduction in unresolved incidents through refinement of internal processes, implementation of tiered support system, introduction of SLA's, and improvement of inter-departmental communication.* Developed and implemented Help Desk Quality Assurance program, ensuring consistent and high standards for customer communications, and handling of customer needs.* Designed incident management suite encompassing purchasing, change control, incident and project management functions, resulting in increased productivity, responsiveness, and significant cost savings.* Created custom reports using SQL Server and Reporting Services, allowing accurate measurement and monitoring of Help Desk productivity.

Provided leadership, strong customer service and technical support. Supervised and mentored junior staff, fostering a technically proficient and responsive team. Acted as primary security administrator, maintaining access to numerous key business applications. Contributed to the development of SOX initiatives and processes. Developed training programs and documentation to support new technologies, policies and procedures.* Took lead in producing customer service surveys. Adapted processes in response customer input, resulting in increased customer satisfaction and positive perception of I.T. department.* Successfully incorporated security administrator functions into existing role. Identified and corrected process deficiencies, resulting in increased effectiveness and cost savings.* Augmented inventory procedures to include repair, reimaging and redeployment standards, producing significant cost savings.* Interacted directly with Executive staff to provide input and support, maintaining strong relationships and customer satisfaction.

First line of contact for all technical support requests. Responsible for providing support to Southwest Region, consisting of corporate headquarters and 9 geographically diverse hospitals. Interfaced with key administrative departments, identifying current and future needs. Project lead for numerous pivotal strategic initiatives.* Successfully managed $1.4 million enterprise-wide computer and laptop hardware refresh project on time and under budget.* Oversaw the deployment of BlackBerry devices for wide scale use in three separate facilities.Integrated and optimized PolyCom videoconferencing systems in two facilities, providing a reliable and valuable resource.* Acted as primary liaison for network infrastructure upgrade from unmanaged 10BaseT environment to fully managed 10/100 switched environment in two facilities, resulting in marked performance improvements.* Monitored backup jobs and changed tapes regularly to ensure a reliable source of data recovery.* Responsible for purchase, configuration, testing, and implementation of new equipment, ensuring consistent performance and standards. Maintained impeccable asset tracking standards.* Troubleshot network connectivity issues and monitored network performance, allowing for maximum productivity and responsiveness in the event of an outage.

Assigned as an autonomous contracted support provider for a sales office of 70+ users. Acted as sole customer service provider for all technology related issues.* Took lead in project to transition from Token Ring topology to Ethernet topology, resulting in greater stability and network performance.* Maintained and troubleshot all workstation issues.Performed all hardware and software upgrades.* Troubleshot network connectivity from workstation to server on Token Ring network topology.* Communicated with vendors for procurement of new equipment, repair of existing equipment or provision of services.

Converted from temporary to permanent employment based on technical expertise. Maintained and supported network infrastructure and workstations as primary customer service representative.* Assisted users with issues in Windows 95/98 environment.* Configured user logins on Windows NT 4 server.* Troubleshot network connectivity issues and performed software and hardware upgrades.* Acted as main contact and purchasing agent for all technology related equipment.