Provided Level 1 and 2 troubleshooting for off the shelf and proprietary applications to over 1750 employees and scientists globally that included: software installation, desktops, docking stations, laptops, printers, and mobile devices. Assisted with loaner laptop / projector requests. Provided best effort troubleshooting of iOS and Android devices. Prepared quarterly reports on Service Desk Metrics. Managed Listserv program that distributes messages to subscribers on an electronic mailing list. Created/prepared/updated Knowledge Base articles within Service Now. Assisted in Managed Print consumables replacement as needed. Provided scheduled 24 hour on call support.

Created and managed the Knowledge Base within Service Now. Added new users as requested within Service Now. Monitored the life cycle of Knowledge Base articles within Service Now. Managed the loaner laptop program. Backup Support Analyst.

Trained Service Desk Agents as the subject matter expert (SME). Assisted in populating and transfer of the Service Desk knowledgebase. Point person for client information and client culture. Interviewed candidates for Service Desk Analyst positions.

Supervised an outsourced Service Desk team of thirteen analysts providing support to corporate employees and global remote sites/users. SPOC Service Desk staffed 24/7/365. Responsibilities included: Staffing, Scheduling, continuous improvement, Performance Reviews, Issue Escalation, Metrics Reporting, SLA management, Knowledge Base Management, Root Cause Analysis (RCA), Training, Client Relations, and Vendor Relations. • Transformed an under performing Service Desk that was not meeting any of its SLA’s into one that met or exceeded all SLA’s salvaging the account for my consulting company within 60 days. • Pioneered a Lunch and Learn to reinforce proper procedures in logging an incident using a case study. • Implemented service improvements and efficiencies that allowed for expanded support beyond North America to include Europe, Asia, and the Middle East while reducing staff by 3 headcount for greater cost savings to client. • Developed and implemented a Quality Metric Spreadsheet to track Analyst’s performance based on established criteria and SLA’s

Prepared daily and weekly reports on key metrics related to Shift performance for Management. Performed troubleshooting and setup of computer hardware, hubs, printers and software.Trained and coached employees on job methods and safety procedures. Co-instructed the New Hire Orientation Program. Monitored shift and directed employee support. Ensured all employees adhere to OSHA and Safety standards. Trained and evaluated employees on job methods reviewed safety procedures with employees. Management Co-Chair of the Safety Committee. Performed Facility Audits of Shift and job functions.

• Composed and maintained technical notes for knowledge base and product support.• Worked on special projects as the application champion including MS Exchange, Outlook 2000, Win 98, Internet Explorer, Adobe 5.0, Windows XP Professional, Dial up/VPN networking, and proprietary applications.• Worked with developers on the implementation of new/updated software releases.• Provided Level 1 thru 3 support for over 150 proprietary applications to 8,000 internal employees globally that includes: hardware and software installation, desktops, docking stations, and laptops on multiple operating systems.

Provided local desktop support to managers on laptop PC’s that included connection issues, hardware issues, Palm devices, and troubleshooting application issues.