Managed the overall Systems and Desktop infrastructure, architecture, and operational support for both the long-term strategies and day-to-day activities of the company. Provide core corporate end user services and hardware and provided 24/7/365 technical services to all employees. Modernized processes, architecture, and technologies that emphasized cloud platforms and services that generated cost-effective agility and scalability required for business growth. Managed the transition to a remote workforce due to the COVID-19 pandemic and implemented enhancements and changes in processes and services to adapt and support remote employees.• Rationalized and implemented IT services and systems towards best-of-breed per use case that reduced and simplified administration overhead while it improved user experience by toolset consolidation for the entire organization for services such as voice, conferencing, real-time chat, and productivity tools. Establishment of high availability architecture by migration to a cloud-based infrastructure and process standards that reduced unplanned downtime by 99.9%• Manage and develop enterprise-wide CRM (Microsoft Dynamics) infrastructure, and user experience• Maintains office-computing environment by identifying system requirements; installing upgrades; monitoring system performance and resolving issues as they arise.

Responsible for overseeing the day-to-day operations of the IT Service Desk team to ensure it delivers a high level of customer service to end users. Oversaw customer relationships and served as the operational account managers for accounts that delivered end user support services as an outsourced solution. Created an outsourced solution that was integrated with the client’s business that was transparent to the end users.• Provided all aspects of network and PC hardware and software support for users in Windows AD environment.• Assist in Service Desk discovery and implementation.• Manage a technical team that provides client support and technical issue resolution via phone, E-Mail and other electronic medium. • Handle overflow calls and assist team members with complex system problems that require research and technical expertise or escalation.• Work with tier 3 resolving groups and vendors to resolve higher level issues.• Analyze trends and identify, correct and/or advise on operational issues in the environment. • Travel to customer sites to work hand in hand with the customer to create and document policies and procedures.• Researched, generated, and maintained a knowledge-base solution for our engineers and external customers. • Develop, implement, and oversee policies and procedures to ensure consistent service levels, including issue identification, assignment, documentation, and resolution.• Provided specialized support for the healthcare, transportation, logistics and entertainment industries.• Coordinate daily team schedule to ensure appropriate coverage is maintained to handle end user support volume from phone calls, emails, and self-service tickets.• Conducted monthly customer business reviews to ensure each client was receiving the services they required and offered additional services to generate revenue; conducted service desk key performance indicators (KPI) reviews to recommend process improvements.

Responsible for support on technologies including endpoint devices such as desktop, laptop, printers, peripherals, mobile devices, general software, specialty applications, and operating systems.• Provided client services and desktop support for corporate headquarters (2500+ users), executive support (VP & Above), home office (retail & field sales) and remote offices (Radica, Fisher-Price, and American Girl) across the United States.• Plan, lead and participate in special projects as requested. • Maintain an understanding of computer software, hardware, peripherals, and networks. • Responsible for the deployment, maintenance, and disposal of desktop/laptop computing equipment.• Participated companywide desktop refresh and Windows XP rollout.• Analyze technology to meet business needs, propose solutions and coordinate the delivery of IT support services.• Responsible for researching and implementing cost saving strategies using technology• Provide presentations to management on project status and proposals.• Coordinate with all Information Services departments for implementation of corporate technology initiatives (VPN, Printing solution, Anti-virus solution)• Responsible for the evaluation, development, and implementation of systems projects on a global basis. Key Member in the Trend Micro Virus Suite research, installation, configuration & worldwide rollout.• Provides 7x24 on-call support.• Administration of Windows AD Accounts• Set up American Girl Store at The Grove in Los Angeles. Responsible for installation and configuration of all Point of Sale (POS) and back-office computers. Key team member in all planning phases of the project, including equipment selection, testing, installation, training, and implementation.• Key member in Toy Fair, including coordination of offsite vendors for network connectivity, satellite office set up for Sr. Management and field/retail sales personnel, hardware, software, and network support.