Responsible for desk-side support personnel at 13 manufacturing and corporate office sites, daily activities, prioritization of work efforts and hiring of staff as appropriate. Act as incident manager for any IT service outages at any of the supported sites. Oversee all IT hardware inventory across all sites including budgeting for refresh and new hire activities. Liaise with senior site manufacturing directors as primary conduit for continued IT services. • Project manager for Windows 10 deployment strategy development to replace/upgrade all computing devices to Windows 10 in 2018. (7,000 devices)• Managed Windows XP remediation project to remove or otherwise segregate Windows XP machines from all international production environments. (500 devices)

Day to day management of internal international service desk operations leaders and employees to ensure internal shift-left processes are being realized including all people care and financials. Managed executive desktop support personnel at corporate HQ locations providing white glove executive support to the locations. Oversaw remote desktop support for three other global sites for all IT support, on-site personnel and infrastructure operations. Acted as formal ITIL Change Manager, Incident Manager, and Knowledge Manager for all global IT operations.• Project management of multiple large IT Infrastructure projects to mature IT operations and promote operational excellence in line with ITIL best practices.• Developed and managed large project to outsource IT Level 1 and Level 2 support resources. • Managed full scope project to move IT from current ITSM tool to another more suitable tool. (ServiceNow)• Creation of IT service catalog for Enterprise level IT services using ServiceNow ITSM toolset. This includes service inventory, workflow, automaton and end user input.

Managed the day-to-day operations of a 35-person service desk team which provides internal support for all Frontier employees for hardware, software and network connectivity. Oversaw employees’ performance related to attendance, coaching, recognition and personnel issues including hiring, and staffing of support desk operations. Tracked and analyzed trends in Service Desk requests. Handled internal crisis or critical incidents as Incident Manager.• Managed to prescribe SLA metrics for contact and issue resolution.• Acted as project team member for multiple high-profile projects where end user communication is required. All IT communications are coordinated through me.

Managed the day-to-day operations of a 60-person helpdesk team which provides support for a large contract. Oversaw financial aspects of IT support desk including monthly client billing, yearly financial forecasting, and costing of new service offerings. Managed employees’ performance, all hiring and staffing. Served as the highest level of escalation for customer issues and resolution. Responsible for all employee training. • Managed multiple new contract requests for helpdesk services from a large corporation. This included pricing, scoping, process development, training and managing all resources and technical aspects of service delivery• Project management of Tier 1 helpdesk migration of services to off-shore support.

• Help Desk Team Leader for large electronics corporation contract. • Responsible for interfacing directly with the client and other service providers to obtain resolution to daily issues. • Responsible for the performance, monitoring, scheduling and day-to-day operations of a 95 person team which provides technical and consumer support for PC’s, digital cameras and camcorders. • Responsibilities range from HR issues, hiring to technical training of individuals.• Heavy financial involvement in reporting billable services to the client.