 Manage team that maintains, analyzes, troubleshoots, and resolves PC hardware and software issues and identify network problems related to PCs.  Lead team in installation and configures PC software and hardware, and perform repairs, upgrades, and replacements as needed.  Support and maintain user account information including rights, security and systems groups.  Ensure tracking of problem history, documents processes, problems, and resolutions using the IT helpdesk system. Manage IT Desktop Support staff Act as lead project manager for any IT related items to the launch and running of a call center Set up small server rooms including racking, power, environment, cabling etc. Communicate with vendors under tight timelines Oversee building, installation and maintenance of new computer systems including troubleshooting for repair of hardware and software, network connectivity and computer images Supervisory experience includes, hiring, performance management and firing  Five years of IT management experience.  Good understanding of ACD, IVR, PRI, queuing concepts, troubleshooting, PSTN circuits, working with carriers, etc. Cisco UCCE and Cisco UCS experience LAN administration experience Windows NT/2000/XP/7 and Microsoft Server 2003/2008 use and professional troubleshooting experience  Core MS office 2003/2007 application experience (Office, Project, Visio etc) Demonstrated ability to rapidly adapt to changing situations and an ability to dynamically reprioritize workload accordingly Technical product & configuration knowledge

 Responsible for the support and maintenance of over 500 computer workstations, multiple NT servers, 2 Novell servers, Nice recording system, 4 Cisco switches, 2 Cisco routers, multiple Vlans, Avaya Definity G3R9 telephone switch with over 500 stations and 35 T1s.  Familiar with ASA rel. R1.12.02, Intuity Audix voicemail, CentreVu Supervisor 9 and 11, CenterVu Explorer II, CenterVu Terminal 9, eCAS version 2.5.042.06b Point person for installations, configuration, and maintenance of voice and/or data equipment.  Work closely with Analysts to monitor and troubleshoot network environments, systems and related services.  Expert in network analysis and assessment.  Fully versed in performing network traces and protocol analysis.  Communicate and coordinate network schedules, to include outages and downtime.  Primary contact for users and other technology groups with regard to network support issues.  Responsible for completeness and accuracy of al network documentations. Diagnose and resolve desktop issues of high risk and complexity Lead and coordinate resolution across Technology Services departmental groups where multiple end-user associates have been impacted Plan and prepare hardware/software installations and upgrades Recognize opportunities for system or procedure improvements and make recommendations Provide technical advice and training to others Handle activities of moderate risk and complexity or pieces of high-risk activities Act as a resource or assist others on difficult technical problems Coordinate efforts of small team Identify high complex issues Manage multiple issues concurrently Expert knowledge of supported client operating systems configuration and installation in a Novell environment, NT and Windows 2000 In depth knowledge of supported application configuration and installations In depth knowledge of supported client/server hardware configurations and installations