• Leader responsible for IP network, communications, and train control support• 24 direct reports (contractors and exempt)• Training and development of team members• Incident, change and problem management, including outage communication• ServiceNow development and dashboard management• Daily and monthly analysis of team and organizational metrics• Responsible for internal and third-party support relationships

• 24x7 department with a staff of 70-120• Department consists of the Network Operations Center, Corporate Helpdesk, Corporate Desktop Support (including Executive Support), Point of Sale Support Levels 1 and 2, Retail Broadband/Network Connectivity Support, Franchise Store Support, Batch Recovery and Production Support• Directly responsible for 17-25 technicians across multiple teams• Management experience overseeing the Network Operations Center, Corporate Help Desk, Desktop Support, Retail Broadband/Network Connectivity Support, Batch Recovery and Production Support teamsResponsibilities include:o Ensuring each functional area of the department is staffed appropriatelyo Training and career development of employeeso Overseeing the monitoring of the corporate and retail networko Ensuring outage and escalation procedures are followed properlyo Managing the call volume for all areas of supporto Managing incidents, changes and tasks assigned to technical support teamso Reporting and analyzing call statistics, including KPI and metricso Ensuring Service Level Agreements are met for both retail and corporate supporto Assisting with phone support in any of the technical support areas, as neededo Assisting with desk side support of internal customers, as neededo Handling escalated support callso On call rotation including nights, weekends and holidayso Lead technical support manager of projects affecting my assigned areas of supporto Development and maintenance of department Intranet site o Content and design of the technical knowledgebase site used by all retail locationso Blue Pumpkin (Witness Systems) WFM and Quality Monitoring Administratoro Impact 360 (Verint) v.10 and v.11 WFM and Quality Monitoring Administratoro Bomgar system administratoro Jive Community Moderator

Responsibilities included:o Monitoring corporate and retail network o Monitoring Corporate Data Center environment o Installing, repairing and decommissioning of Data Center hardware o Monitoring and recovery of corporate Internet data lineo Monitoring and recovery of nationwide store broadband and private network o Monitoring and recovery of distribution center and service center WAN connectivityo Monitoring and maintenance of corporate and retail intranet/Internet sitesSenior Technician/Tier: Retail broadband and network connectivityResponsibilities included:o Assigning retail division/region support to technicians o Providing technical support covering all network platforms for corporate campus and remote employeeso Mentoring and training of new Network Operations Center employeeso Dell Certified technician for retail serverso Assisting in the planning and creation of the RadioShack Operations Center (“ROC”) Intranet site used by the entire department for documentation, training, and other information relevant to everyday taskso Assisting the Security Admin team with user account administration

Responsibilities included:o Managing and maintaining all facets of the firm network.o Supporting all employees computer related issues.o Setting up, repairing, troubleshooting all hardware (PC, Server, data-communications, Internet, etc.)o Installing/upgrading software and patches on all PC’s and servers.o Maintaining network backups.o Creating, deleting and administering all aspects of user network accounts.o Setting up, troubleshooting and some repairing of printers and fax machines.o Working with network, printer, copier/fax, supply and vending vendors. o Ordering all office supplies for the firm.o Maintaining the Legal Library (hardbacks and CD-ROM).o Creating and maintaining the firm website

Responsibilities included:o Managing and maintaining all facets of the firm network.o Supporting all employee computer related issues.o Setting up, repairing, troubleshooting all hardware (PC, Server, data-communications, etc.)o Installing/upgrading software and patches on all PC’s and servers.o Maintaining network backups.o Creating, deleting and administering all aspects of user network accounts.o Setting up, troubleshooting and some repair of printers and fax machines.o Working with network, printer, copier/fax, supply and vending and telephone vendors.o Maintaining the telephone and voice mail system. o Maintaining the Legal Library (hardbacks and CD-ROM).o Ordering all office supplies for the firm.