Responsible for providing deployment and patching services via SCCM to major accounts · Manages engineers both onshore and offshore – Remote

Responsible for a team of technologists that manage the lifecycle of supported products globally.

The Service Implementation Manager (SIM) is a pivotal role in the deployment, configuration and transition of a customer from legacy services to the CSC offerings. This is a senior project role that manages both the technical and logistical complexities of deploying multiple services to a customer including communicating and directing the service implementation strategies, technologies and best practices for project Management, the account and client management.

Oversee vendor responsible for global customer support· Track & analyze trends in Service Desk requests and generate reports· Monitor incident trends and anticipate potential problems for proactive resolution· Vendor performance analysis· Manage various applications, tasks and procedures associated with End User Services

Managed the first “at sea” authorized Apple distributor as an internet café on the Celebrity Solstice.

Providing level 2 and level 3 technology support to over 1,200 Faculty/Staff and 9,000 students Supporting PC and Mac hardware/software in a complex multi-site academic environment.Was member of a team that created the Help Desk policies, procedures, metrics and keyperformance indicators.HEAT Help Desk software AdministratorLead Bomgar remote support contact for Support CenterApple Certified Support Professional

Providing customer service/support in a retail environment

Contracted for Fidelio PMS/POS shipboard installation

Responsible for all onboard computer technology support aboard major cruise ships including:· All Fidelio system support, configuration, and maintenance· Network administration in a Windows XP environment, MS Server 2000-2003, MS Exchange Sever · AS/400 administrator· Active Directory Services administrator as well as Exchange administrator· Desktop support for 200 seats including all MS applications and custom Applications including POS · Break-fix support for all onboard computers (Dell certified) and printers.

Responsible for all technology in this regional school district – 15 locations, 22 servers, 750 seats (PC and Mac)· Acts as high-level consultant to senior management.· Systems Administrator MS Server 2000, MS Exchange 5.5, MS Active Directory Services, Apple Xserve,· As Help Desk Manager, created the entire support infrastructure including all policies, procedures and metrics to ensure excellent customer support and satisfaction.· Developed all incident triage, escalation and follow-up policies and procedures for Help Desk staff. · Administrator for MS applications, student management system , CRM – PowerSchool, MIG SIRS, ACT!· Supervised Break-fix technicians

Designed & implemented web-based applications for MicroAge field associates. · Administrator for corporate knowledge base development.· An Administrator for corporate service desk software - Remedy· Responsible for corporate internet site project and reporting requirements· Developed metrics for best practices, knowledge management, and business management.· Facilitated the certification process for project/program managers including all classroom training.

Help Desk Manager· Planned, organized & managed all customer service functions for 1000-seat enterprise including all policies,procedures, monitoring, tracking and coordination of services for both the Help Desk and Desktop supportstaff.· Coordinated all end-user training.· Managed all telecommunications functions for agency.· Created Key User training program and curriculum (peer-to-peer support program). · Administered help desk software and analysts

Managed all design, implementation of information resources including all network facilities. · Coordinated all end-user training & technical positions.· Managed applications design and implementation for agency.· As Help Desk Manager, developed entire service infrastructure.

Represented the 16th District

Supported all PC operations, including 15 LANs.· Supported Apple Mac’s in graphic-related departments.· Supported front/back office products for member properties· Developed solutions for all end-user workstation requirements.· Coordinated end-user training. Served on corporate Technology Committee. · Provided hands-on training for staff development

Supported all information & telecommunications operations.· Coordinated end-user training.· Directed Christian organizations on the implementation of computer systems for use in fund raising analysis/contributor communications.

Managed 3 offices with a staff of 21 professional and clerical staff.• Provided staff to deliver pre-sales, installation, warranty, and consulting services for all DEC products.• Acted as District Data Center Manager.