• Supervise the daily activities of all site support personnel, both local and remote. Monitors team performance and efficiency. Analyze team performance to drive improvement in KPIs and close performance gaps. Report metrics to leadership on cadence determined by Senior Manager. Review and respond to all escalations from Technician III’s, Asset Admins, or other department leaders.• Take ownership and complete analysis and remediation of Site Support assigned Major Incidents and Problem Records. Report issue trends to Senior Manager / Director with analysis and remediation plans. Anticipate and mitigate risks by having close involvement with teams’ goals and challenges, apply past experience, and keeping in mind the big picture. Ensure team members adhere to department standards and company policies, including those related to attendance, punctuality, and attire. Provide coaching and guidance when needed. Document, track, and communicate call trends and possible solutions to leadership and technicians. • Enforce standards for proper ticket hygiene, including thoroughness of documentation, accuracy of information, customer service, timeliness of responses and resolution. Ensure upkeep of hardware documentation (standards and support), provided software and support paths, and internal department processes and policies. Understand the individual skill and knowledge levels of each team member and taps into the collective IQ of the team for group input. Build and maintain alignment across multiple teams to develop and keep a culture with focus on execution, continuous improvement, and operational excellence. • Assist team members in setting, monitoring, and achieving personal and professional goals. Oversee new technician training and coaches team members to be productive and effectively use their time. Advocate for the team and team members to upper management. Manage personnel performance issues and conflicts.

• Understand Site Support Performance Goals and associated requirements / dependencies. Manage/monitor workload, assigns work, and supervises the daily activities of all Site Support Technicians (local & remote). Ensures that each team member understands objectives, has valuable goals, and is supported in their achievement.• Conducts leadership duties including one-on-one meetings, regular team meetings, managing and resolving conflicts, ensuring team members adhere to company policies including attendance / punctuality, completes yearly performance reviews, and coordinates panel interviews for open positions.• Day to day operations management, including Operations Asset Management and personnel.

Responsible for the management of U.S. WGU assets as it pertains to the Site Operations department. This includes, but is not limited to, computers, mobile devices, software licenses and subscriptions, printers, and other IT equipment for employee use. Also responsible for ensuring accuracy of hardware and software asset records and employee assignments and tracking, including the reclaiming of unused licenses/subscriptions as well as the procurement of additional seats when necessary which will include working with Site Operations Leadership and the Purchasing department. This position will also work with leadership by assisting in determining equipment standards for all WGU departments through regular meetings with Site Operations, Security Operations, Desktop Architecture, IT Service Desk, and other department stakeholders, IT Leadership and management.

Performed strategic business planning, and continually communicated/aligned IT strategies and objectives with overall business goals to increase IT value. Managed ITSM infrastructure and operations, and forecasted/planned resource requirements. Adjusted and reshuffled priorities as required. Managed infrastructure and operations for over 26 locations throughout U.S. Coordinated standards and initiatives with EMEA/APAC teams as required. Managed budget for IT and personnel. Negotiated contracts with key vendors, stakeholders, and subcontractors. Researched, configured, and deployed IT service management solution. Completed risk assessment and mitigation.Developed and maintained internal policies and procedures, mitigating risk to organization per government regulations. Coordinated individuals and teams to ensure effective cross-team collaboration. Assisted project team members in aligning project goals and timelines while supporting overall business strategy. Managed and oversaw day-to-day infrastructure operations while maintaining uptime and ensuring system reliability. Worked with a virtual team of ten employees throughout U.S. while overseeing 27 JBT sites and infrastructure operations, ensuring reliability, resiliency, and availability. Performed IT project management work for five projects running concurrently, to overhaul sites’ infrastructure configurations and systems.• Implemented global service desk and knowledge base resulting in better utilization of key employees and resources.• Tracked IT performance metrics and adjusted strategies, reducing overall support tickets and increasing efficiencies of IT.• Reduced downtime by implementing ITIL standards, including change control processes and tracking.

Managed team of ten throughout U.S., overseeing day-to-day operations at facility in Ogden, Utah. Ensured security of all 27 sites throughout U.S., monitoring for preventative issues as well as reviewing, designing, and implementing new systems with each colleague assigned to corresponding region of U.S. Implemented infrastructure solutions hosted by Microsoft Azure. Executed disaster recovery planning, documentation, and testing, as well as ransomware/malware hardening and mitigation. Ensured backups of all systems ran successfully and were tested on regular basis.• Migrated over 100 physical ERP servers to Microsoft Azure via physical-to-virtual migration in 2018. Completed in just over three months and saved company approximately $200,000 per year.• Moved company's Active Directory environment out of physical co-lo, migrating via physical machine to virtual to Microsoft Azure in 2019, saving company approximately $19,000 per month.• Migrated global domain controllers to Windows Server 2016 and pointed to new Active Directory servers in Azure.• Implemented global password manager, which collected all credentials for sites, as well as robust monitoring tool designed for U.S. use and tested in Asia.

Managed global IT service delivery staff, ensuring meeting of SLAs and consistent/timely review of tickets. Ensured routing of unassigned tickets to appropriate support groups. Managed and monitored automated rules for better ticket handling without human interaction, metrics and ITSM service desk changes, programming, and patching via Cherwell.• Assisted implementation of global service desk, Cherwell, and training support groups throughout U.S., Europe, and Asia.• Provided custom reporting to executive and local staff throughout U.S., EMEA, and APAC as well as on-demand reporting for SQDC boards needed at various sites in U.S.• Designed and developed rules within Cherwell to automate tasks for increased efficiency and productivity of global IT teams.• Served as point of contact for any issues, eliminating all other service desks throughout global organization.

Engineered PLM systems and maintained up-time, reliability, and availability. Performed day-to-day engineering support, which included CAD, 3D modeling, and PLM issues, as well as engineering desktop hardware design, build, and implementation. Provided day-to-day service desk support as required.• Saved company approximately $4,000 per workstation (over 25 workstations deployed) by procuring individual parts and building custom engineering workstations in lieu of buying pre-built engineering workstations.• Designed and implemented virtual environment for PLM upgrade which provided better performance and uptime for engineering department, promoting better efficiency and reducing load times for 3D modeling engineering from approximately 20 minutes to 1.5 minutes.• Implemented 1GB networking from core switch to engineering workstations for better performance, which also boosted efficiency and productivity.

Provided day-to-day support for end-users and managed local service desk in Ogden, Utah. Performed hardware support, including desktop, printer, networking, peripherals, etc. Maintained service desk tickets and ensured meeting of SLAs. Passed Autodesk audit and saved company close to $30,000 in possible fines. Managed Windows 2000 to XP project and Altiris 6.9 system, built images and rapid install packages, and researched/developed better processes to improve IT efficiency. Provided day-to-day service desk support. Completed Windows 2000 to XP project three months ahead of schedule.