Provides overall strategic direction for the GlobalNOC Service Desk. The Director of Service Operational Excellence plays an important leadership role in the long-term process improvement for the Service Desk, including, but not limited to; continual service improvement, operational excellence, executing vision, leading strategic initiatives, and influencing GlobalNOC Staff culture.- Identify and implement Service Desk process improvements in accordance with ITIL's Continual Service Improvement (CSI) guidelines. Liaise with other GlobalNOC units and Clients to advocate and influence policy and procedure that are supportive of the Service Desk's support services. Develop and support an environment that encourages CSI at all levels in the Service Desk.- Position the GlobalNOC Service Desk as a leader in the R&E community. Actively promote the capacities and capabilities of the Service Desk in coordination with other GlobalNOC units. Represent the Service Desk in associated business activities, including new lead development, contracting activities, new service development, and other related activities.- Identify and implement a program for offering professional development opportunities to Service Desk employees. Liaise with other University units to expand and improve upon the available catalog of opportunities that are available and ensure they are relevant for future employee success.- With input from the community, leadership, and in accordance with industry best practices, provide strategic operations direction for the GlobalNOC Service Desk.- Coordinate with other GlobalNOC units to identify and monitor Key Performance Indicators (KPIs) related to the Service Desk's performance. Continuously evaluate the KPIs to identify trends and implement improvements.

work with senior leadership to identify and implement improvements to the business operations of the GlobalNOC• Identify and implement business process improvements in accordance with continual service improvement (CSI)• Construct and maintain a $12+ million budget coordinated across multiple business units• Represent GlobalNOC during community engagement events, including overseeing business development• Develop new service catalogue offerings based on market needs and client growth projections• Create value propositions for GlobalNOC services to highlight key success factors and identify target markets• Liaise with internal and external business units to advocate and influence policies and procedures that are supportive of the GlobalNOC’s overall mission• Evaluate and pursue new business leads, including coordination between internal business units• Draft and negotiate contracts for new business leads and existing clients• Oversee the identification and monitoring of key performance indicators (KPIs) used to influence decision priorities• Lead cross-unit communication to ensure complex issues of scope are addressed and integrated• Redefined and improved the value the Business Operations team provides to GlobalNOC and Indiana University

work with NOC Manager to coordinate day-to-day operations for over 40 employees of the GlobalNOC Service Desk and over 25 network projects• Develop and enhance employee professional development programs to ensure continued improvement opportunities including a monthly training opportunity• Evaluate metric data to determine capacity management concerns, evaluate seasonality and other trends, and to understand the impact of changes in workload• Improve process and procedure utilizing ITIL Framework and Lean Six Sigma methodologies• Resolve customer support concerns to ensure high quality customer service for all networks• Manage 5 employees directly and approximately 35 of their direct reports

• Orchestrated to develop and hone the hiring and onboarding process for new Service Desk Technicians• Compile and present metric data to the manager, networks, and owners on a monthly and on-demand basis• Conduct employee evaluations while providing mentoring and guidance to supervised employees• Interview potential candidates for open entry-level positions and promotions• Uncover patterns of systematic issues, then develop solutions to assist the GlobalNOC Service Desk, the Tier 1 support for global research and education networks• Supervise 10 employees directly and an additional 28 employees indirectly

• Collaborated with several research and education networks including Ocean State Higher Education Economic Development and Administrative Network (OSHEAN), Southern Crossroads (SoX), and Arkansas Research and Education Optical Network (ARE-ON) to design support documentation, processes, and procedures during the initial turn-up phase• Provided ongoing support and assistance to OneNet (Oklahoma’s state research and education network) and the Capital Area Advance Research and Education Network (CAAREN) in troubleshooting and repairing network issues• Assisted in development of fellow technicians on topics such as basic network elements, software-defined networking, multiprotocol label switching (MPLS), virtual private LAN service (VPLS), basic troubleshooting for Cisco and Juniper routers and switches, and the relationship between the tools used by the GlobalNOC such as Rancid, Radius, and Nagios.• Formulated and documented processes and procedures for the Service Desk and provided support to the Supervisors and Managers where needed

• Instructed and energized new employees on the basics of the GlobalNOC processes and procedures including how to triage network impacting events, working with vendors and engineers to resolve inquiries and outages, and understanding the basics of networking for research and education networks• Worked alongside Specialized Support Technicians to develop new and adjust outdated procedures• Identified by management for going above and beyond the necessary support needed to support the research and education networks

Clean, stock, and maintain the computer labs around campus.Assist students with fundamental computer problems.Monitor the printers around campus and restock with supplies.

Prepare and serve Chicago style Italian sandwiches to customers in Downtown Indianapolis.Clean and maintain the restaurant when needed.Cook and prepare the food for the day based on secret family recipes.

Prepare and serve coffee based drinks to customers at the Indianapolis International AirportUse the POS to ring up customers, prepare change,and provide details to customersClean, straighten, restock, and provide general support to the store

Instruct campers on the Ecology based merit badges such as Reptile and Amphibian Study, Bird Study, Archaeology, Weather, and others.Maintain the cleanliness of the shelter in which the Ecology classes were taught.Provide assistance around camp in leading and organizing various events.