As a Supervisor, I oversee the day to day operations of staff involved in incident management and request fulfillment. I assist in the creation of new processes and implement improvements to existing processes. I am responsible for the insurance that processes are being followed. Also, I am responsible for managing the life cycle of equipment and that endpoints are replaced at the end of their lifecycle. In addition, I assist in staff resource allocation between project work and incident management.

Manage and complete projects that vary from practice acquisitions and infrastructure expansions to new software deployments.Provide technical support to over 4000 endpoint devices.Work directly with Infrastructure team to test and validate all new image deployments and software deployments before they go into production.Coordinate incident management assignments and be a point of escalation for fellow team members.Monitor and coordinate request management fulfillment for new equipment requests and purchases.Maintain and create knowledgebase documentation for the endpoint operations team.

Team lead for the Windows XP to Windows 7 migration project that spanned over 3500 endpoints.Deployed and configured 140 workstations for the new Avondale Urgent Care Facility.Package/distribute software to over 3500 endpoint devices.Support and maintain a VDI solution for remote users.Manage and support our Single Sign On solution affecting 800 + workstations.

Provided prompt support and resolution to computer hardware, healthcare/desktop applications, and network related issues.Submitted and updated documentation to our knowledge base for troubleshooting and incident resolution.Routinely provided after hours on-call support and project Go-Live support.

Provided front line computer support via phone calls and email.