Led team of 9 (specialists, analysts, systems administrators). Identified potential initiatives to fit within IT Top 5 and ECC team strategy. Adapt and shift team focus to investigate and create solutions for unexpected issues, at request of senior leadership. Conducted performance reviews and documented action plans for employee development and appropriate recognitions (merit increases and bonuses). Mentored / coached direct reports when necessary. Partnered with stakeholders and other support teams to identify, recommend, develop and implement appropriate support for critical applications. Assigned team workloads and monitored quantity and quality of work produced. Collaborated with automation monitoring performance (AMP) and application special projects (ASP) teams on implementing new technologies, improving IT operational support throughout enterprise.Selected Accomplishments• Spearheaded initiative to reduce 372 monitoring alerts calling for immediate escalation; team implemented new processes 1 month ahead of schedule, cutting number of escalation alerts 12% (exceeding target of 10%).• Hired, onboarded, trained, and supervised team; coached new hires to monitor critical applications and infrastructure, troubleshoot and resolve tickets within established service level agreement (SLA), strengthening fulfillment of customer requests and providing effective change support.

Staffed and scheduled team of 6. Managed, delegated, and completed requests in ticket tracking system. Organized supplemental training for direct reports, promoting professional development. Performed staff duties as necessary to meet agreed upon service levels for customers.Selected Accomplishments:• Collaborated with several teams and application owners to onboard 12 Platinum-level applications to the monitoring system to mitigate any potential Major Incidents. This included documentation and on-call engagement creation.• Improved teammate engagement scores by 16.97% before Spring 2021 surveys by focusing on team development using activities such as DiSC assessments during bi-weekly team meetings.

Monitored enterprise applications and infrastructure (24/7), assisted with managing Priority 1 major incidents, performed daily vaulting procedures, racked / unracked physical servers, and resolved help desk calls.• Utilized multiple monitoring applications, including WhatsUp Gold (WUG), and System Center Operations Manager (SCOM), ensuring proper and immediate response to business system outages for all PACCAR locations, globally.• Completed weekly reboots and monthly patching of servers. Troubleshot and applied patching remediation for servers listed on out-of-compliance report.• Resolved incoming calls for VPN issues, user account unlocks, password resets, and printer / scanner issues at distribution centers, allowing customers to continue daily work with minimal interruptions.