Provide leadership, establish operational standards, manage the implementation of projects, roll-outs, software enhancements & operational requirements leading a 7-member team in Texas and Canada, including markets in Dallas/Ft. Worth, Houston, San Antonio, Austin, Toronto, and Vancouver, serving 1,500 associates. Drive continuous improvement, reduced end-user request life-cycle from 25 to 5 days by optimizing our service catalog workflow and processes.• Create and maintain financial metrics for operating budgets and capital expenditures across Texas markets. Manage an annual budget of $750,000 reduced purchases by $150,000 with cost effective purchases and negotiations with third party vendors and continuing to reduce it significantly. • Work as a cross-functional leader in helping establish priorities, modify operating plans and delivering results as part of recurring planning and business ventures.• Active member of client consulting and on-boarding team to facilitate new business acquisitions.• Ensure my team are client focused, service oriented and meeting the needs of our diverse community of users while maintaining account relationships.• Establish and monitor vendor relations while ensuring contractual obligations are met.• Liaise with Business Unit Leaders and Key Stakeholders during contract negotiations.• Ownership and documentation of IT related processes, operating procedures, and best practices.• Facilitate the sharing of knowledge and best practices across markets and communities.• Ensure document retention and security measures are followed in accordance with internal audit policies.

Manage IT service desk, desktop support and call center for 150 Healthcare Centers, Pharmacies, and administration office across the globe. Lead a team of technicians, supporting 3000 AHF users in 70 offices in US and 40 countries.- Rebuilt end user support services to a high performance 24x7 global support by mentoring, training, improving processes and establishing ITSM culture- Participated in the design, implementation of HP Service Anywhere ITSM solution- Manage day-to-day operations of the HP Service Anywhere and provide reports- Lowered Incident and Request lifecycle by 70% by improving processes, mentoring and communications - Member of team responsible Avaya Aura Call center implementation and manage daily operations- Recruited, developed and mentored people and teams. Achieved 100% retention. Promoted 5 Service Desk staff to Infrastructure and application teams within past 3 years- Improved ticket creation 100% and user satisfaction by 100% through staff training, user communications - Selected and manage 3rd party service provider assisting us with remote sites- Led the PC refresh, Windows 7 Enterprise and Microsoft Lync implementation projects- Participated in evaluation, testing and deployment of Microsoft SCCM, Office 365, and McAfee Endpoint. Incorporated in our day-to-day support operations across the globe.- Call recording and Workforce Management system implementation- Service Desk Quality Program development- Development of IT On Call scheduling system- Doubling Service Desk staff size due to growth of business and increase in department responsibilities- ITIL Process owner - Incident Management- Service Desk Training & New Program/Project intake

Responsible for managing the development and daily operations of the AIDS Healthcare Foundation IT Service Desk. Involved in a variety of tasks that requires management of the Incident Management, Service Request Management and HP Service manager/ HP service Anywhere Analytics. Solid understanding of primarily Microsoft systems and leading IT technologies. Ability to troubleshoot issues and to mentor and develop staff when required. - Service Desk Quality & Survey Management program development IT Service Management tracking system migration, implementation and management (Parature, HP service Manager and HP Service Anywhere)- Emergency preparedness planning representative for service desk area- Development of IT Communication Program for end-user awareness of planned system maintenance & incident related service outage- Incident Management development & activities within the IT Help Desk/Service Desk Work directly with the Sr. Director – To develop and communicate service level objectives, as well as define on going service level enhancements to continually enhance services provided- Support project teams to in areas that impact end users such as networking and hardware deployments- Support and enhance the call center telephony implementation, including voicemail, handset and video conferencing implementations- Implementing process to better improve IT services offerings, reducing bottlenecks and increase customer satisfaction- Establish and maintain a professional, trained, and motivated staff through effective implementation of performance standards- Provide regular direct feedback via annual reviews, one-on-one meetings, and informal coaching opportunities to team members regarding career development, performance issues, teaming skills, process issues, and decision-making skills- Establish operational and team goals and objectives and work plans- Keep aware of technology and industry trends

Provide workstation and phone support for AHF users at Los Angeles headquarters and remote users, resolving computer and telecom issues as well as service desk-related requests. Deployed corporate systems ranging from workstations, mobile devices, phones, phone systems and more. When not supporting users, was helping to increase the operational efficiency of the Service Desk and telecom while working with other technicians and members of the Technology Operations team; this includes everything from helping to deploy new corporate telecom systems, enhance service desk policies, and document creation.Responsibilities included:- Onsite and remote system installation & validation- Maintain office network, storage, and workstation configurations- Configure client systems- Help maintain inventory of corporate systems- Help desk support (phone, email, ticketing system)- Work with vendors to support corporate systems- Installs and repairs telecommunications equipment such as PBX equipment, VoIP equipment, voice mail systems, uninterrupted power supplies, telephone handsets, network cabling, paging/public address, intercom, T1 circuits, optical fiber and other related equipment;- Performs preventive maintenance on PBX, voice communications and other related equipment;- Troubleshoots digital and analog switching equipment malfunctions and takes necessary action to restore system;- Isolates defects in telecommunications equipment; repairs or replaces parts and tests repairs using specialized test equipment;- Modifies or configures adds, moves and changes of telecommunications equipment;