Evaluate external customer impacting incidents and rate them according to S12 criteriaCreate and streamline S12 and Incident Response Trends reports for weekly, monthly, and annually presentation for multiple levels of managementLead for implementing Spotfire as the reporting tool for S12 and other various reportsParticipate in the S12 QAT in order to redefine the S12 Metric to provide more clarity and provide a better capture of external customer impact

Technical Application Lead on the RF Code and Data Center Infrastructure Management Software. Evaluating current processes for process improvement. Implementing updated processes that impact multiple operating companies and groups. Updated processes allows for more visibility of maintenance in the Data Center along with electronic signatures and tracking.Maintain and run monthly reports for Data Center power expectations and projectionsRun quarterly reports for security review of the Enterprise Data Centers

Successfully lead a Proof of Concept for a Data Center Infrastructure Management solution with three vendors involving multiple teams to evaluate the software for recommendation to upper management to decide on the best solution. Prepared presentations for executive management on a monthly basis.Improved processes on updating upper management of project updates utilizing SharePoint.

Monitored and analyzed Exchange servers for capacity planning.Provided reports to management of the status of Exchange servers.Coordinate, plan, and execute maintenance on Exchange databases that impacts employees worldwide.Cross-training co-workers on policy and procedures for different Operating Companies.Migrated users from various e-mail platforms and domains (Exchange, iPlanet, Lotus Notes).Provided third level support via an RT queue for Exchange, Outlook, and Blackberry to customers in multiple Operating Companies.Provided documentation for internal department and customer use.Participated and/or leading multiple internal support projects.Supported approximately 90,000+ Exchange users across multiple operating companies.

Monitored and analyzed Exchange servers for capacity planning.Provided reports to management of the status of Exchange servers.Coordinate, plan, and execute maintenance on Exchange databases that impacts employees worldwide.Cross-training co-workers on policy and procedures for different Operating Companies.Migrated users from various e-mail platforms and domains (Exchange, iPlanet, Lotus Notes).Provided third level support via an RT queue for Exchange, Outlook, and Blackberry to customers in multiple operating companies.Provided documentation for internal department and customer use.Participated and/or leading multiple internal support projects.Supported approximately 90,000+ Exchange users across multiple operating companies.

Managed and trained all support technicians. Coordinated and orchestrated onsite and remote projects.Administered multiple domains and multiple forests.Upgraded multiple sites from Exchange 5.5 to Exchange 2003 and from Windows NT 4 to Windows 2003.Setup and migrated multiple networks for newly acquired and brand changing hotels.Setup, configured, and supported the time and attendance systems for all managed hotels.Instituted and administered TriActive the asset software and call tracking tool.Executed SAS70 Compliances at all hotels.Brought Support Desk Satisfaction scores from 65 to 92 in one year.Supported up to 30 locations.

Provided second level support via telephone and email to national and international users.Developed and maintained the company’s Intranet site.Trained new help desk staff using a Help Desk Reference Manual I created.Scheduled phone time, work shifts, and on-call rotation for the Help Desk staff.Assisted co-workers on team projects.Supported 27 locations.