Defines, plans, tracks and manages business IT projects assigned. Determine appropriate resources to work with Global Cross-Functional teams. Prepare IT project plan and obtain management approval of the project plan. Communicate clear instructions to team members and listens to team members’ feedback. Work in partnership with the Business IT Operations Lead to support North America IT Operations. Document issues or problems that may impact the project and adjust deliverance within the approved budget and scope. Work to resolve individual conflicts and problems with a specific project or task. Analyze the actual performance against the plan and make adjustments consistent with plan objectives. Lead, motivate and encourage teamwork to achieve clear vision of successful global initiative. Manage change and take active leadership in timely decision making that are in line with the Regional Manager, VP of Business IT and the company’s mission. Contribute to a strong team environment by engaging the assistance of other colleagues when appropriate, as well as being available to provide other colleagues assistance.

Install, configure and upgrade client operating systems and software. Install and configure network infrastructure, peripherals and other related hardware. Troubleshoot hardware and software, e-mail, network and peripheral equipment problems; make repairs and corrections. Comprehensively follow through on all customer service issues and service call requests. Maintain, enhance, repair, install, and restore operations on end user desktop and office systems. Assist on special projects as required.

Executed delivery of first-class technical support and high standards of customer service supporting 95K team members on day-to-day retail operations. Provided hands-on support during escalations, leadership involvement and project communication. Developed and led a motivated, high performance technical support team which delivered excellent technical support to the end users with a high degree of customer satisfaction and timeliness. Influenced the direction and health of the incident management process. Participated in process and tool enhancements that matured the incident management process to the highest feasible maturity. Managed functional relationships that ensured alignment of Global Technical Support with the customers’ business needs. Project lead on over 15 projects enhancing system security, Active Directory identity management and end-user experience.

Supervised 15 client system techs; provided senior leadership insight on operational status of 60 mission systems. Managed 24/7 network monitoring focal point and call center postured for 2K+ personnel worldwide. Ensured operational capability for $50M+ of hardware, software, operating systems and web applications. Responsible for tier one Help Desk (HD)/system administration functions for network customers.

Supervised/led 11 system techs; provided client-level voice/network/video support for 5K users and 4.2K computers. Managed preventive maintenance, configuration management and diagnostics of information systems. Troubleshoot, diagnosed and isolated hardware/software failures for 24 base units; maintained base network security.

Managed Computer Support Center, coordinated/documented information system repairs with 18 support technicians. Managed all client software/hardware tasks & functions and performed initial diagnostics of information systems. Ran system diagnostics, isolates faults, & determined cause of hardware/software failures on $829K of equipment.

Responsible for planning, developing, implementing and monitoring communications/information requirements to support client support functions. Interfaced with program managers to ensure operational network policies and training objectives were fully integrated. Worked directly with IT Manager to ensure communications and information management structure and mission processes met contingency requirements. Monitored training and utilization of base IT technicians to ensure base-wide training requirements were met. Integrated policy throughout the base by working with agencies to leverage IT requirements. Public Key Infrastructure Trusted Agent supported over 4K personnel and 30 system administrators.