Managing three blended on/offshore teams handling infrastructure "run" (20 people in total), covering:• System Administration in all Ross and dd’s stores• Enterprise SQL support (2000+ individual instances)• Enterprise Monitoring, alerting and deployment toolsAdditional responsibilities include:• Change Management approvals• Incident Management for severity incidents• Ownership of corporate server room• PCI/SOX compliance management and audit remediation• Sensitive server access management. Reporting teams responsible for: Daily care and feeding of ~20,000+ Windows operating systems and appliances in 1,650+ Ross and dd's store environments Enterprise SQL database infrastructure support and maintenance (2008, 2012 and 2016)Enterprise Systems Management supporting the following tool sets:• CA Suite: UIM/NSM (Monitoring and Alerting), ITCM (Client Management), Harvest (Software Change Manager), Service Desk (Ticketing Tool)• Oracle Cloud Control• Advanced Email Parsing Tool (AEP)• Microsoft SCCM (Endpoint Management and Deployments)• BMC Control-M (Batch Scheduler) • Dell STAT (Software Change Manager)• HPDM (Thin Client Management)

Managing three blended on/offshore teams handling infrastructure "run" (16 people in total). Additional responsibilities include Change Management approvals, Incident Management for severity incidents, ownership of corporate server room, PCI/SOX compliance management and audit remediation and sensitive server access management. Reporting teams responsible for: Daily care and feeding of 13,000+ Windows operating systems in 1,500 Ross and dd's store environments Enterprise SQL database infrastructure support and maintenanceEnterprise tools infrastructure support:• CA Suite: Universal Job Management (JMO)/UIM, NSM/NIMSOFT, ITCM (Client Management), Harvest (Software Change Manager), Service Desk (Ticketing Tool)• Microsoft SCCM• Additional Tools: Dell STAT (Software Change Manager), BMC Control-M (Batch Scheduler), HPDM and Email Parsing Tool

Portfolio owner managing and approving all IT production changes for Los Angeles, New York & Boston Buying Office IT environments: • Ensuring change management process has been appropriately adhered to for all site activities • Acquiring partnership from key IT leaders to get positive and successful outcomes • Aligning resources to cover change management activities • Responsible for communication to leadership regarding the status/completion of each activityManaging IT Operations for Ross' Los Angeles Buying Office: • Managing day-to-day desktop support for an office of 200+ users. • Overseeing all hardware/software-related issues to ensure positive outcomes • Metrics-tracking to ensure team is handling requests within specified SLAs • Budget and order tracking • Inventory management • Managing IT vendor relationships for the siteIT Project Management:Budgets exceeding $1M, ranging from renovations to complete office build-outs/relocationsLos Angeles Buying Office Expansion Project - Oversaw office expansion doubling existing square footage requiring new IT environmentsBoston Buying Office Relocation Project - Planned/coordinated complete IT build-out for new Boston location

Lead a team of nine employees providing desktop support for Guitar Center IT, handling 10,000+ systems at multiple corporate locations, retail stores and offshore. Oversee 75 - 100 calls to the team per day, creating documented cases for each incident. Consistently monitoring tickets assigned to the team to meet the needs of the business within specified SLAs.Monitor inventory to ensure system availability to new and existing employees. Put forth ordering suggestions based on current demand.Provide 24 hour support to the company through scheduled on-call assignments.Managed migrations of the PC population to Windows 7 and Microsoft Office 2010 over a 3 - 4 month period.Oversaw PC support duties in regards to the expansion of Guitar Center's corporate office to its new Lakeview office. Moved over 100 users and troubleshot issues pertaining to a new environment.Successfully led the transition of 120 users from the Musician's Friend office in Oregon to the corporate office in Los Angeles over a 3 month period. Coordinated multiple teams to migrate users across domains and developed a system to quickly reimage laptops to meet company standards and put them back in the hands of the end user.Managed account and equipment creation supporting the onboarding of 160 new employees over a 2 month period. Consulted with the recruiting team and hiring managers, instructing on IT process and training for similar situations in the future. Regular liaison between department heads and HR/Payroll through this process. Led the team through a major outsourcing project with minimal impact in support to the business.

Rebadged through IT outsourcing. Same duties as Support Services Tech I.

Member of a team that provided desktop support for Guitar Center IT, handling 10,000+ systems at multiple corporate locations, retail stores and offshore. Responsible for the overall health and viability of a 10,000 unit environment, with a tech/user ratio of 1/2,000. Heavily involved with the initial installation and rollout of Casper Suite to company Macs. Daily troubleshooting of issues pertaining to company PCs, Macs, HP Thin Clients and WYSE terminals.Performed duties including image building, PC repair, virus removal, general troubleshooting as well as Help Desk support. Streamlined inter-department projects, documentation creation, and on-call support.