Responsible for IT Client Services including A/V, desktop support, network / telecom, and compliance.

Oversight of the IT contact center for the Federal Reserve.

Oversight of the IT contact center for the Federal Reserve.

Responsible for End User Change, Release, and Help Desk Tools (NSD Tools)

Responsible for End User Release and Help Desk Tools (NSD Tools)

Responsible for daily operations of the FedShare Team, including second level support and system administrators.

Responsible for daily operations of the FedShare helpdesk. Maintained monthly metrics along with implementing an enhanced escalation model.

• Restructured and reorganized a Support team successfully within a 2 week deadline.• Designed and implemented an updated eSupport site, capable of capturing all necessary issue details AND creating an automated ticket within the HEAT ticketing tool.• Led a Microsoft Project Server implementation for the unit, coming up to speed as our unit’s SME and ensuring all tasks and deadlines were achieved successfully.• Managed our units Client Data Protection initiative, ensuring all aspects of the clients data were within the specified guidelines. Implemented necessary controls to ensure our compliance.• Instituted an Incident Management On-Call rotation to ensure all high-priority issues were handled appropriately. Pioneered change through the unit to allow for the Incident Management process to be integrated in all existing processes along with updating all necessary process documentation.• Responsible for preparing and delivering monthly invoices to the client. Duties include resource / budget forecasting, Project Capitalization report, Supplemental Resource contract preparation, and unit wide resource time management. • Introduced a Project Demand Management meeting with the clients Executive IT leadership. Designed an MS SharePoint workflow to allow project requests to be entered by the field, reviewed for LOE, Approved and planned within current project schedules.• Responsible for coordinating Unit wide meetings, including venue, agenda, power point deck, and delivery.• Took ownership of the Monthly Operations Report review with client Executive Management.• Responsible for all Support-related escalations to Executive Management.• Liaison with local IT resource contracting firms to identify candidates for open positions within our unit and negotiate hourly rates.• Received the units “Gold Scout Award” for work resolving high priority issues at several locations simultaneously. • Maintained all previous responsibilities.

• Responsible for all daily, weekly, and monthly reporting including Client Monthly Operations Report, Project Metric Reporting, and Service Management Suite. • Daily duties included Change Control, Problem and Incident Management expert, Governance, Demand and Project Management. • Reengineered the Client Monthly Operations Report to enhance IT Support / Project Metrics.• Lead Park City Groups SBT migration project. All requirements were delivered on-time and within budget.• Worked with the IT Service Manager to update and enhance all IT Support processes, including Incident, Problem, and Change Management. Worked to distribute the updated plan and retrain all personnel. • Managed the IT SOX Self-Assessment internal audits and coordinated mitigations of all findings.• Became a member of the Change Control Approval Board, along with providing sole backup support of the Change Control Manager.• Coordinate staff training and maintain the training budget file.

• Managed the Field Support team responsible for daily call center tasks which included meeting client SLAs, Problem and Incident management, field communication management, and staffing. • Ensured the team met monthly goals of 90% calls answered live, 15 minute ticket response time, and 75% first call close ratio. • Responsible for all daily, weekly, and monthly metric reporting. • Responsible for distribution of all IT related end-user notifications, including Holiday Process Shift memos.• Created Microsoft Access queries, reports, and macros to facilitate improved reporting. • Responsible for providing annual review summaries for all employees which included participation in bi-annual management review sessions along with responsibilities for documenting and executing employee improvement plans.• Participated in 24 hour primary on-call rotation. • Maintained the unit’s Master Project List on a weekly basis.• Became a member of the Change Control Advisory Team participating in weekly meetings.

• Responsible for troubleshooting end user Telecom and Network issues. • Worked directly with vendors to report and track customer issues including outages, new service, and upgrades to the company’s remote network and telephony services.• Supported approximately 200 onsite users and 750 remote locations 24x7. • Worked to re-rack network switches and routers in our KC based datacenter, including re-routing of all associated cabling.

• Provided end-user IT support for over 5,000 users. • Supported 25+ applications including Kronos WFC, SAP R/3 and HCM, PDS, and proprietary Route Accounting and Accounts Receivable systems. • Duties also included desktop, network, and telecom support. • Maintained an average of 40+ calls received per day with a 90% close ratio. • Participated in 24 hour primary on-call rotation. • Became primary on-call for all Payroll applications.

• Provided end-user IT support for over 5,000 users. • Supported 25+ applications including Kronos WFC, SAP R/3 and HCM, PDS, and proprietary Route Accounting and Accounts Receivable systems. • Duties also included desktop, network, and telecom support. • Maintained an average of 40+ calls received per day with a 90% close ratio. • Participated in 24 hour primary on-call rotation. • Became primary on-call for all Payroll applications.

• Provide end-user IT support for over 20,000 MLS users. • Troubleshoot client’s pc’s, hardware and software. • Supported over 10 different products, which include database software and online database websites. • Maintained customer satisfaction ratings of 95%.