Provided project lifecycle leadership of all phases of clients IT implementation. Led support for warehouse operations, International PPX/XPO, and phone direct support line. Team member providing firsthand support for multiple applications including web based and client server. Handled all warehouse related issues including; but not limited to: Network issues, Programing of Symbol Scanners, Motorola 5090 forklift computers, Support of Numina wrapping machines. • Key participant in Scrum Agile process • Initial person for triage of all support issues providing a high quality customer service while incorporating company’s process using ticket recreation, ServiceNow ticketing system, and Change request • Completed the sync process with clients for password and account access Via as400 and Active Directory

Led a team of individuals: daily supervised employees ensuring all workers were on-time and ready to work and provided coaching and feedback on performance. Scheduled pick-up and delivery of computers in compliance with security protocols. Key Contributions• Key team member for CPU refresh for the armed services including delivery, of new CPU units, and removal of old units• Assisted Tech Support for any software related issues that may have derived from the refresh • Coaching and feedback to employees improved performance immediately and created a culture of individuals looking forward to improve

Worked directly with businesses to setup contracts for new accounts and handled all contract negotiations.Key Contributions• Point of contact for management when they were not available handling any escalation issues • Held team huddles to ensure all new business info was relayed throughout the department

Handled a high volume of technical calls for BP gas stations that had issues within their network. Delivered a high level of customer service resolving issues effectively and efficiently in a timely manner. Key Contributions• Calmed many irate customers and accurately identified and resolved their issue quickly• Created documents that assisted representatives with troubleshooting network issues • Conducted follow-up calls with clients to ensure every possible avenue was explored to resolve their issue

Supervised a team of 10-14 dispatch representatives in a high call volume environment, concerning technical issues that arose from new installs. Maintained and enforced department and company policies/guidelines. Calculated employees bi-yearly review scores and developed individual professional development plan to improve deficient areas. Key Contributions• Developed a process resulting in the percentage or ER Tickets dramatically declined • Ensured that all techs provided sufficient support when on-site and that all work in the field was completed• Headed the Emergency Response queue to ensure all issues with missed appointments, incomplete work orders, etc. were resolved within the allotted timeframe • Ensured S.L.A for tickets were reached in a faster, more efficient time by identifying areas for improvement and creating solutions

Supervised a team of 10-14 call center representatives and maintained and enforced department and company policies/guidelines. Calculated employees bi-yearly review scores and developed individual professional development plan to improve deficient areas. Key Contributions• Assisted other supervisor’s with floor coverage when needed • Handled escalated calls from irate customers with technical or billing questions • Developed, motivated and assisted call center representatives in the problem-solving process in Billing/Repair Call Center• Network with Comcast managerial staff to improve internal and external processes • Monitored and coached frontline employee’s performance toward career goals improving their performance and overall attitude