Avp End User Services
CurrentPRA GROUP, NORFOLK, VA, MAY 2006 TO PRESENTAVP END USER SERVICES• Oversee the daily operations of 23 local and remote Service Desk Supervisors and Analysts.• Mentor and coach Network Administrators and Service Desk Analysts located at regional offices.• Navigate and manage the complete cycle of HR responsibilities, including payroll, hiring staff, mentoring, technical training, merit recognition, performance reviews, disciplinary actions, and terminations. • Provide application availability for 4K+ users at multiple network sites, including PRA's Norfolk headquarters, locations throughout the US, and international offices in Australia, the UK, Brazil, Canada, Norway, and contractors in China. • Directed and effectively managed an enterprise class data center with 500 physical and virtual servers, utilizing more than 300 TB of enterprise storage.• Serve as an essential contributor to developing and implementing new policies related to introducing or replacing information systems.• Attend and contribute to management meetings to review drafted documentation concerning ISO/PCI standard and SOX compliance, IT policy changes, and disaster recovery planning. • Evaluate and provide comprehensive reporting on various incidents, problems, and change requests in a cloud-based service desk management application.• Monitor and manage standard documentation and project workflow for the team while ensuring appropriate coverage for production support while tracking server and network performance with various alerting tools. • Recognized for strong performance and dedication, earning the PRA Group Information Technology Outstanding Achievement award in 2008.
