 Assisted in opening a high end restaurant that was founded on Hawaiian cuisine as well as fusion and pairing scented smokes with dishes As the Expo, I coordinated the front of the restaurant with the back and prioritized dishes to ensure timely delivery As the Line Cook, I was responsible for the preparation of several dinner dishes and desserts. I also assisted with the plating of dishes for maximum eye appeal

 Ensured third party application requirements and implementation for Access Controls and Authentication via local Active Directory were delivered on schedule Gathered, communicated, and shared all project artifacts, milestones, risks, and delays related to ongoing projects

 Lead the first project utilizing the Agile methodology which integrated numerous systems including, but not limited to, sales, circuit design, construction, installation, billing via middleware Ensured the proper hand-off of business requirements to IT and that our analysis was effectively communicated back to the business for approval Oversaw the initiation of an effort to provide a single billing system that allowed customers to view current and past billing statements for all services offered through various platforms

 Promoted to Program Manager where I lead a team of Project Managers, oversaw all of the Project Management Office’s projects, and approved all expenses for contracted resources within a budget over $8 million Defined an effective process to ensure any equipment with protected data would have enhanced security established when installed or identified within a HIPAA environment Guided vendor selection for the lecture capture application through a successful pilot and approval process which is now the PMO’s process for all vendor engagements Oversaw server upgrades for Student Mail Services and the Department of Public Safety including vendor vetting from Information Security, installation, and integration into the SLU network Revised documentation and processes so that they meet the needs of newly restructured PMO and created a vendor onboarding process Completed project that vastly expanded security log monitoring to a large portion of the network as well as providing the opportunity to further refine all alerting capabilities

 Lead efforts involving airport, branch, administrative, and corporation locations across multiple countries Acted as the initial point of contact for end users for procedural and technical escalations Managed project plan that deployed Chip and PIN upgrades to all locations in Germany, Spain, and England Developed processes utilizing MS Visio, responsibilities via RASICs, and resource utilization via MS Project Provided solutions to issues that required coordination that the operations center could not provide

 Analyzed vast amounts of data to demonstrate a need for business development and, once approved, build requirements and lead them through development using Agile, Scrum/scrumban, iterative, and waterfall methodologies Coordinated and lead discussions, implementation, rollout, and documentation of processes with end users to directors Drove installation intervals down for several services based on process improvement or system automation including one that saw a 40% reduction in rejection of request once implemented  Applied experience with hosted telecom and service desk operations at Savvis to find inefficiencies, build value propositions for solutions, developing the plan and implementing the solution, and acting as the change agent to gain buy-in from software developers and engineers Developed and facilitated multiple training events in customer relationship management  Improved employee performance by ensuring Quality Assurance was aligned to our processes and developing training material, teaching courses, and testing for comprehension Participated heavily with customer and global change management and was the designated representative for my group in the Change Management Advisory Board

 Properly set expectations for installation milestones and ensure all are met on over 100 projects at a time that each contained 1-100s of circuit installations Drove vendor accountability for a timely supply of FOC dates, installing to meet that date, and provide availability when unexpected troubleshooting was required Understand technical build of the customer’s network and existing hosted services to ensure proper IP allocation and build-out by engineers and on-site technicians Discovered building layout and security and insurance requirements to allow all dispatched technicians proper access and instructions Minimized time and cost by coordinating equipment configuration and dispatches, and scheduling turn-up appointments with the customer, technical teams, on-site and datacenter technicians, and building management Entered of circuit records, PVCs, VLANs, port assignments on core devices and customer equipment, CPEs, dial lines, IP addresses, and points of contact into the CMDB Lead weekly recurring meetings with customers were we would review Excel spreadsheets and diagrams I created and managed for larger multi-site phased implementations Developed newly hired colleagues and provide guidance to others who were struggling with problematic orders

 Managed, developed, and hired tier 1 Service Center employees which, at one time, expanded to a 30 person team Gathered, organized, and analyzed performance and volume metrics that were discussed during employee performance reviews Provided decisive action and leadership for my team, impacted customers, and Account Representative during crisis management Reduced churn through my participation in the Customer Care Forum and the identification and correction of issues through Customer Loyalty engagement Improved employee performance by ensuring Quality Assurance was aligned to our processes and developing training material, teaching courses, and testing for comprehension Participated heavily with customer and global change management and was the designated representative for my group in the Change Management Advisory Board Configured call queues so that customers would route according to individual’s skill set and reviewed hold times to ensure a minimal time to answer

 Resolved/Escalated customer requests and incidents including, but not limited to: Windows, Unix, and Linux servers, backup across a SAN or NAS, monitoring of colocation services, financial feeds, content delivery, and customer specific applications and hardware Processed more escalations and incidents than my three colleagues combined while delivering outstanding customer service Accepted the role of our shift’s first official coach which was offered due to my exceptional performance and knowledge of the company and our processes Clearly documented and communicated ongoing issues to ensure proper hand-off between shifts

 Capture crucial details about ongoing incidents and new requests while providing world class customer service Prioritize and escalate tickets to a variety of IT professionals and ensure that proper communication occurs as progress is madeContributions Provided calming and assured support during critical situations for our customers and access to resources to solve their problems Documented technical details across a variety of environments for requests and incidents so that escalations allow for resolution without additional communication Ensured high priority items received proper attention across a 24x7 staff amongst colleagues, escalation points, and management for maximum customer satisfaction

 Began IT at family owned IBM premium business partner specializing in Point of Sales (POS) and digital surveillance Delivered POS and equipment installation and phone, remote access, and on-site support for nearly 100 networks across four states for all (but not limited to) Town and Country, Country, and Fireworks Supermarkets Spearheaded the implementation of our digital surveillance portion of the business and lead it to earn enough to prevent the closure of the company and the acquisition of the owner’s personal assets Synchronized surveillance and POS systems that allowed for authorities to successfully shut down a methamphetamine lab and prosecute individuals involved Installed DVR systems that provided compensation to customers for instances of people leaving without paying for gas