Provide leadership and vision for the IT department include strategic planning of information systems.Develop strategic direction for the information systems plan including technology deployment plans and departmental budgets.Direct all information technology and network system deployment and maintenance including all IT infrastructure, wireless communications, PC systems, local networks and mobile environment.Manage IT training for IT staff members and end user training on software and desktop systems.Create operational policies, procedures, standards, guidelines and best practices.Create financial forecasts, outline expenditures and modify budget when necessary.Assess new innovative technologies, mission critical systems, security, communications and business continuityAssist in building relationships with vendors and creating cost-efficient contracts.

Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.Diagnose system hardware, software and operator issues.Manage software updates, drivers, knowledge bases, and frequently asked questions resources. Create and maintain PC images in MDT, SCCM environment. Assess need for system reconfigurations (minor or significant) based on request trends and make recommendations. Manage escalated customer incidents and service requests.Monitors and responds to ticketing system assignments.Responsible for inventory, setup, distribution, retrieval, repair, and procurement planning of all client devices.Provide technical and procedural leadership to the I.T. Service Desk, Desktop Technicians.Recommend and/or perform remedial actions to provide resolution. Ensure proper, timely and professional responses from team to hardware support requests. Coordinate action plans and collaborate with corporate IT staff. Provide updates, status and completion information to appropriate staff. Train, coach, and mentor Hardware Services team members. Perform HR duties: interview and make recommendations for hiring, terminating, promoting, demoting, perform appraisals.Escalation point for hardware issues from both internal corporate IT staff and facility end users. Manage all projects for the Hardware Services Department.

Managed a team of 12 Desktop Support Technicians and ensured effective, timely world class service is provided by ensuring complete customer satisfaction rendered.Managed Desktop Support projects and ensured effective implementation and timely completion.Developed, tested and implemented solutions and was responsible for creating the necessary documentation for a knowledge base.Enforced and trained team members on all ITSM principles ensuring IT service needs were provided and services delivered in a timely manner.Participated in a 24x7 on-call rotation to assist with emergency and revenue affecting situations.Utilized organization’s incident tracking system (Service Now) to aide with managing the queue by utilizing KPI reports. Managed major incidents during system interruptions and outages.Fostered a collaborative work environment, resolved disputes, offer praise and feedback and acted as an escalation point for critical issues.Performed HR duties: interview and make recommendations for hiring, terminating, promoting, demoting, perform appraisals.• Reduced the Average Mean Time Resolution by 47% by streamlining and resolving older issues• Increased productivity, morale and changed reputation of under achieving team resulted in meeting departmental goals.• Standardized and cleaned all IDF closets which increased the efficiency and reduced the amount of time to troubleshoot connectivity issues. • Enforced and trained team members on all ITSM principles ensuring IT service needs were meet and provided and delivered in a timely manner. Model and monitor for a high degree of customer service, enforced and trained team members on all service management principles.• Managed the Business Continuity planning for Service Support organization which included the management of the plan, testing and validation of application and services.

Managed a team of four Desktop Support Technicians which was responsible for providing service desk phone and deskside support. This also entailed managing all enterprise projects related to the Client Technologies Team in 23 nationwide locationsDeveloped and enforced compliance with all Standard Operating Procedures (SOPs) and policies.Coordinated all the activities associated with the deployment and upgrading of software and hardware.Performed bench marks, analyze and make recommendations for the improvement of the desktop enterprise environment.Developed an annual business plan and operating budget for the Client Technologies Team and monitored the implementation of those to ensure targets were met. Acted as the primary liaison between the IT Infrastructure, Business Applications team and the Desktop Support teams.Researched and evaluated new hardware and software technologies.Managed the purchase and restock of departmental equipment.Managed vendor relationships.Performed HR duties: interview and make recommendations for hiring, terminating, promoting, demoting, perform appraisals.Managed the planning and setup of equipment for new office builds.• Initiated, tested and implemented replacement of drive retention process of storing hard drives with a vitalization process. By implementing this new process it created more efficient manner of producing imaged copies and revenue deduction.• Initiated, planned and implemented SCCM into the environment resulting a more efficient manner and compliant environment.• Planned, tested and implemented Windows 7 at 23 national locations without negatively affecting legacy applications.• Managed and implemented the plans for Business Continuity for Client Technology Department.