A senior Information Technology (IT) manager with a Fortune 500, 20 billion dollar, company. I possess 25 years of experience in IT and automotive retail businesses. My diverse IT team of 2 Managers and 35 analysts, supports 28,000 nationwide corporate, auto finance, and retail store associates. This is accomplished 24x7, 365 days a year, regarding training, proprietary systems, software, hardware, and outage event remediation. October 2011 – Present: CarMax Auto Superstores, Inc.Senior Manager, IT Solution Center Helpdesk/Support Center & TOCDaily management and coordination of real time production support, with a team of 35 CarMax associates. Liaison between the corporate business and CarMax IT. Graduate of the 2017 Mid-Atlantic RLF Program - Society for Information Management. My accomplishments and skills include: • Implemented procedures resulting in below industry standards for resolution rates and call abandon percentages• Well versed in the latest ITSM and call center technology• Act as a liaison between IT and corporate business teams• Achieve exemplary customer service• Ensuring clarity of priorities and goals for the entire functional area • Working with outside vendors, upper management, and leadership of other departments to ensure smooth processes • Establishing IT policies regarding operational procedures and ensure compliance• Establishing strategies for risk mitigation and contingency planning • Approving requests for investment• Working across functions with peers in other groups to ensure collaboration for shared goals • Working with senior management for strategy development and IT project planning• Talent interviewing, and associate developmentI have also dedicated much of my professional and personal time serving as the past Chairman of the CarMax Giving Committee. The CarMax Giving Committee deliberates and awards charitable grants, and provides community outreach to local and national child-focused organizations.