Responsible for ensuring high quality, consistent customer support and ensuring technical support levels are being met or exceeded.

1. Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis 2. Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required 3. Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities 4. Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions 5. Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems 6. Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels 7. Invokes problem escalation procedures to coordinate recovery 8. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found 9. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department 10. Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through 11. Coordinates training requirements of Help Desk personnel 12. Contributes to departmental productivity and development objectives by participating in training programs 13. Provides leadership by projecting a positive attitude, and providing learning incentives 14. Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)15. Purchase hardware, software and peripheral equipment as needed16. Project Manger of many IT related functions

1. Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis 2. Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required 3. Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities 4. Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions 5. Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems 6. Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels 7. Invokes problem escalation procedures to coordinate recovery 8. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found 9. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department 10. Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through 11. Coordinates training requirements of Help Desk personnel 12. Contributes to departmental productivity and development objectives by participating in training programs 13. Provides leadership by projecting a positive attitude, and providing learning incentives 14. Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)15. Purchase hardware, software and peripheral equipment as needed

Responsible for providing highly responsive tier 1 and 2 computer support to the Xcel Energy Commercial Operations team in order to maximize technology availability and productivity. Provide prompt, courteous and professional desk side, remote and walk-around support to key business customers, as well as informal and one-on-one user training. Act as a point-of-contact for technology service requests, deployment, troubleshooting and repair of desktop and laptop hardware, peripherals and software utilized Xcel Energy Commercial Operations team (e.g., MS Office Suite, Windows, Internet, intranet, VPN, telephone, voicemail/Unified Messaging, email, proprietary applications, etc.). Provide technology support for special events within Xcel Energy.

• Purchase software and hardware for company-wide needs• Procurement and tracking of all purchases via ITSM Remedy ticketing system• Support users remotely and internal via computer and telephone• Create support documents and training materials. Basic Macintosh support

* Install, maintain and upgrade network connections including ethernet cabling, hubs, switches, PCs, laptops, servers, printers, scanners, access points and other devices. * Installation of Hardware & Software for all company PC’s and servers* Executive Level support including offsite board meetings, etc.* ITIL Certified* ITSM Helpdesk Management and SLA compliance* Call Center Assistant Supervisor* Call Center database updates and training* Outlook 2003 installation and configuration - Home and Corporate environment* Remote support of 67 Blood Plasma Centers located throughout the country - Over 5000 employees* Windows NT – 2000 – XP Installation & Support* Phone and PC support – VNC Remote* Wireless networking connectivity training* Support Magic database training* ITSM ticketing database training* Laptop and Tablet PC configuration* Cisco VPN installation and configuration* Maintain call center employee schedules* Blackberry handheld support* Treo 650-700 operation and support* Hewlett Packard printer support and maintenance* IPhone Support* Remedy IT Service Management Suite* Cat 5 Cable drop and maintenance* Logitech video and NetMeeting conferencing* Ghost image deployment* Purchasing agent for computer hardware and software* Video Projector Set-up and installation* ITIL Certified

Assist 200 users with Windows 95/NT related problemsMsOffice 95&97 / WordPerfect / Net Term / LotusPC Anywhere / Quicken / Microsoft Works / Procomm PlusEthernet Installation / Modems / Laptops / SCSI/IDEIBM P.C. / Dell P.C./ Video Upgrades / HarddrivesMaintenance and upgrades for all company computersWindows 3.11 / Windows NT 4.0 Server & WorkstationAssist in Unix related problems for mainframeUnix / Informix / Visual BasicFamiliar with many accounts payable/receivable applicationsExperience with billing, healthcare & insurance applicationsInstallation of Hardware & Software for all company PC's and servers.Support Remote users - LaptopServer installation and troubleshooting

Coordinated activities in four different departments.Installed all software and devices for office computers.Responsible for the scheduling and management of over 100 employees.Training, scheduling, managing, onboarding and offboarding of personnel.Transportation coordinator for all cruise line employees staff and passengers for tri county airports.Established systems that increased growth and new business through marketing and organizational skills.Ensured customer satisfaction through interaction with high level cruise industry management.Directed all aspects of cruise line security.Responsible for accounts payable and receivables.Expanded security team from 50 to 150 Responsible for payroll and scheduling duties