Serve as owner and subject matter expert providing complete oversight for the execution of a designated service. Provide forward-thinking, industry perspective. Manage the full lifecycle of service including definition, execution, and governance. Manage services with low to medium complexity and/or medium to high maturity (Service impact - low to medium breadth and depth). Services are well defined within NFCU and within the industry; primarily steady state with a CSI focus. Works closely with Service Owner for guidance and supervision. Partners with Vendor Management Office in contract analysis and competitive market assessment for vendor selection process. Provides actionable feedback to Resource and Vendor Managers to ensure expected performance to SLA's.-Build/maintain relationships with all levels of internal contacts and/or external contacts-Define the core work definitions/operating model-Ensure compliance with NFCU ISD standards and best practices-Guide/Perform benchmarking, trend analysis and other input

Insourced service desk functions with substantial cost savings; Established ITIL framework and tools to elevate service levels across the enterprise• Oversees 100% of requests, incidents and problems• Manages and coordinates urgent complicated support issues• Acts as escalation point for all requests and incidents• Develops processes to comply with company policies• Establishes best practices and standard procedures• Determines root cause of issues• Trains, coaches, and mentors help desk technicians• Organizes and ensures subject matter expertise and cross training• Builds training material and organizes training discussions for staff• Creates documented procedures for PC distribution• Provides input to company policies• Coordinates large efforts for desktop rollout projects• Develops continuous process improvements• Research technologies to improve end user service• Work with other IT organizations to improve service processes• Manage internal SLA’s and performance metrics• Review survey results and correspond with dissatisfied end users• Maintains high level of customer satisfaction• Responsible for enforcement of IT asset policies and data security on assets in service queue.• Stood up new help desk ticking system (Manage Engine IT360) for improved incident and request processes across the business

Monitoring, identifying, qualifying, and driving IT process improvement opportunities and strategies in concert with the senior leadership team. Responsible for ITIL Based Process Improvements, definition and deployment including education and training of the STS organization of process improvements on ITIL process areas including release management, incident management, change management, and problem management. Implementing and establishing key KPI's and operational reviews to monitor and improve organizational performance.

Supported GE's deployment of Railroad Dispatching Software with development and maturation of field support processes to include service desk, knowledge management, problem resolution, field issue analysis and resolution for Tier 1 / 2 personnel

Functional responsibility for POS & ERP application, telephony, enterprise desktop support for on-shore and off-shore resources, PC depot break fix and new asset deployment, and I.T. Strategic Projects including controls compliance• Implemented and grew desktop strategy and vision to align with business growth and opportunities for 24,000+ associates and desktop devices with integrated relationships with network and infrastructure • Engineered project plan and execution of PC Depot for replacement of 3500 devices, imaging services, and break / fix lab setup• Maintained standards and consistent level of IT support to the organization for Sarbanes-Oxley (SOX) objectives, risks, and controls in conjunction with Audit Vendor Management• Executed process improvement initiatives for support related activities including entrust VPN rollout, desktop setup, break-fix analysis, incident management tool deployment.

Provided all training and system implementation resources for 3 Southeastern U.S. regions within legacy Hughes Supply.• Implemented ERP implementation best practices for multi system conversions with support and training for accounting, front and back offices process and procedures during POS and ERP implementations