Directed and oversaw daily operations of all aspects of ITS- Client Services. Delivered continuous improvement leadership for services, including systems, methodologies, and workflow. Adapted operational procedures to meet client requirements and enhance SLAs and client satisfaction. Developed content for service offerings and coordinated composition and presentation of Post Incident Reviews for major incidents. Oversaw daily coverage and performance standards, reporting directly to the IT Manager. Resourced, delegated, and managed execution of small projects within teams if required. Provided effective communications to both internal and external clients/stakeholders in the form of daily reports, documentation, and statistics. Facilitated inter- jurisdictional meetings and other activities on an ad hoc basis. Created team culture of accountability, innovation, and team building to achieve operational excellence through hiring, coaching, mentoring, and employee career development.• Leveraged strong leadership talents and problem-solving skills to drive team efficiency and coordinate workflows, ensuring daily demands were met.• Guaranteed quality and compliance with established product specifications through routine inspections of incoming materials.

Oversaw configurations, installations, and maintenance of infrastructure, security, and desktop support for municipal government office. Delivered daily desktop/application support and implemented company-wide policies. Contributed to procurement processes and regular deployment scheduling. Compiled accurate records of all transactions and support interactions in system for future reference and addition to knowledge base.• Assisted development team in bug identification by creating and testing new product offerings before release.• Achieved optimal levels of customer/client satisfaction by delivering efficient technical support.

Performed daily network administration for a small manufacturing company. Oversaw all network administration, including additions and upgrades to user desktops, servers, and other peripherals. Executed desktop configuration, phone support, and application/hardware support. Assisted in network design and implementation, providing network support for various operating systems. Developed and monitored policies for use of network resources while implementing disaster recovery and back-ups. Evaluated and recommended security improvements and system upgrades. Monitored network to ensure optimal performance.• Established IT policies to outline appropriate use and best practices of IT assets.• Adeptly managed data backups and disaster recovery operations for a 35-person company.