Responsible for 3 teams that make up our Enterprise Services department. Network Operations Center, Advanced Operations Engineering Team, and Enterprise Tooling.These teams oversee the managed services responsibilities for our clients and are responsible for monitoring alerting from our various systems, troubleshooting and resolving issues and maintaining the various applications.

Responsible for the management Enterprise level tools for K2 Services.Primary tools team was responsible for RingCentral, Tanium, LogicMonitor, Delinea, Logmein and Mimecast.

Responsible for leading and developing a team of 300 Technical Analysts, Team Leads and Managers• Grew business from 100 to 300 billable agents in 4 years• Transformed the business from 70% onsite to a 100%remote workforce• Managed $18 million in payroll that supported over180 strategic accounts and 150,000 end users• Implemented new ITSM allowing improved analystefficiency and introduced new ACD system that improved work force management capabilities; reducing average time per ticket by 15%• Refocused business along ITIL processes to standardize operation, allowing for improved business analytics• Established a mentorship program which promotes and develops Analysts into Team Leads, and Team Leads into Managers; creating a ‘promote from within’ culture• Opened second office matching established legacy productivity, within 90 days, in 2018• Utilized work force managment optimization to define success for team members and met financial goals while improving client service levels

• Led a group of 50, who took over 45,000 contacts monthly• Managed over 60 accounts with 40,000 end users, includingseveral AMLAW 100 clients• Mentored and helped develop Analysts into Team Leads forboth my group and others in the company• Led multi-departmental projects to help unify approaches andcommunications to multi-service clients• Improved FCR at MTS clients by 10% after resolving inter-company department communication challenges

Lead a group of 8 individuals who supported a user base of over 4000 users. Designed ACD system for routing 170,000 monthly contacts to over 300 agents.

Configured and troubleshot Toughbooks, in addition to loading and testing an image onto each device. Unloaded, setup, configured, troubleshot and shipped out approximately 625 laptops a day.

Field help desk requests from internal customers while documenting customer information and nature of problem/issue. Evaluate resolutions, analyze trends for ways to prevent future problems.