I oversee daily operations and lead a dedicated team of service desk technicians, supporting both employees and customers. I develop and implement strategies for our Global Security Operations Center (GSOC) to enhance security measures and boost operational efficiency. I also negotiate and secure contract extensions to ensure we have favorable terms and financial stability for our organization. Using advanced reporting tools like ServiceNow, I generate insightful performance reports that drive… Show more I oversee daily operations and lead a dedicated team of service desk technicians, supporting both employees and customers. I develop and implement strategies for our Global Security Operations Center (GSOC) to enhance security measures and boost operational efficiency. I also negotiate and secure contract extensions to ensure we have favorable terms and financial stability for our organization. Using advanced reporting tools like ServiceNow, I generate insightful performance reports that drive data-driven improvements and hold the team accountable.KEY ACCOMPLISHMENTS: • Successfully led creation and management of GSOC team, significantly bolstering company security infrastructure.• Elevated service desk operations, consistently delivering exceptional results and surpassing performance targets.• Negotiated lucrative contract extension with client and secured 3-year continuation and 3% Cost of Living Adjustment increase.• Pioneered use of comprehensive reporting mechanisms to track and analyze team performance, fostering continuous improvement. Show less

I managed a team of Escalated Support Engineers to deliver top-notch support for Office 365 customers, focusing on high-level issues with Exchange, AD, and Outlook. I fostered a collaborative environment, guiding the team in working alongside Microsoft Engineers to resolve critical outages and technical challenges. I mentored and developed staff capabilities to ensure the highest level of service delivery and customer satisfaction. My role was pivotal in team development, as I coached and… Show more I managed a team of Escalated Support Engineers to deliver top-notch support for Office 365 customers, focusing on high-level issues with Exchange, AD, and Outlook. I fostered a collaborative environment, guiding the team in working alongside Microsoft Engineers to resolve critical outages and technical challenges. I mentored and developed staff capabilities to ensure the highest level of service delivery and customer satisfaction. My role was pivotal in team development, as I coached and guided engineers to excel in their support roles.KEY ACCOMPLISHMENTS: • Diagnosed and resolved significant Outlook issue for Idaho DOT, preventing potential losses of millions.• Directed Tier III support team, enhancing support for Microsoft critical tickets and contributing to customer retention.• Orchestrated effective collaboration between team members and Microsoft Engineers to address and resolve urgent technical issues.• Strengthened team performance through continuous process improvement and effective management strategies. Show less

I worked closely with IT management to minimize network and application outages while enhancing overall operational efficiency. I used Avaya System Manager to effectively manage agent logistics and maintained virtual environments with VSphere Client, which increased staff productivity. I developed and standardized service desk procedures and created SOPs and documentation to streamline operations and improve service quality. Additionally, I fostered professional development among Service Desk… Show more I worked closely with IT management to minimize network and application outages while enhancing overall operational efficiency. I used Avaya System Manager to effectively manage agent logistics and maintained virtual environments with VSphere Client, which increased staff productivity. I developed and standardized service desk procedures and created SOPs and documentation to streamline operations and improve service quality. Additionally, I fostered professional development among Service Desk staff by curating and contributing to an extensive knowledge base.KEY ACCOMPLISHMENTS: • Intercepted and neutralized significant malware threat, safeguarding network integrity and resulting in cost savings.• Spearheaded Night Operations team's defense against network disruptions and security threats for reducing incident response times.• Devised and implemented vacation scheduling system for Night Operations, enhancing team coordination and operational continuity.• Initiated and formalized Service Desk's interaction protocol with offshore partners, leading to 50% reduction in monthly calls.• Pioneered transition to a self-service password reset process for employees, significantly reducing Service Desk call volumes. Show less

I managed the operations of the call center, overseeing a team of 15-20 agents to boost productivity and achieve business objectives. I coordinated staffing assignments and duties to ensure smooth operational continuity and provided expert solutions for Xbox and Microsoft technology issues. I also spearheaded the recruitment and training of the initial call center staff, playing a key role in setting up and organizing the call center infrastructure.KEY ACCOMPLISHMENTS: • Contributed to… Show more I managed the operations of the call center, overseeing a team of 15-20 agents to boost productivity and achieve business objectives. I coordinated staffing assignments and duties to ensure smooth operational continuity and provided expert solutions for Xbox and Microsoft technology issues. I also spearheaded the recruitment and training of the initial call center staff, playing a key role in setting up and organizing the call center infrastructure.KEY ACCOMPLISHMENTS: • Contributed to the successful launch of Xbox One, surpassing the performance of the Xbox 360 launch.• Delivered comprehensive training programs that significantly improved team leadership, customer service, and sales abilities.• Hired and trained 200+ employees, meeting Microsoft's stringent requirements for a skilled call center team at the outset of the contract.• Organized and executed large-scale employment fair for hiring 100+ call centre employees and implementation of motivational strategies to achieve departmental goals. Show less

I enhanced agent capabilities by developing and conducting advanced technology training sessions. I troubleshot Pay Per View events and efficiently distributed network traffic using Apache to optimize service for business-class customers.KEY ACCOMPLISHMENTS: • Created new hire training curriculum, elevating skill set of Colorado Springs Business class employees and contractors.• Developed strategies for swift identification and resolution of high-speed internet and VOIP network… Show more I enhanced agent capabilities by developing and conducting advanced technology training sessions. I troubleshot Pay Per View events and efficiently distributed network traffic using Apache to optimize service for business-class customers.KEY ACCOMPLISHMENTS: • Created new hire training curriculum, elevating skill set of Colorado Springs Business class employees and contractors.• Developed strategies for swift identification and resolution of high-speed internet and VOIP network issues, leading to a noticeable improvement in workflow efficiency.ADDITIONAL EXPERIENCE:Senior Systems Engineer, Dell Inc. supporting Boeing, Englewood, COEscalation Desk Lead and Customer Service Representative, Time Warner Cable Lead Delivery Driver, Restaurant Technologies Inc.Helpdesk Manager, Gateway Computers Show less