· Initiated and implemented improvements in all areas of IT responsibility.· Served as main point of contact on all IT-related matters for the office· Responded/acted on upper-management direction· Identified and provided standards for gathering information for use in trend analysis and reported information to company management· Effectively communicated relevant IT-related information to superiors· Conducted performance evaluations & mentored those with less experience· Communicated effectively with internal clients to identify needs and evaluate alternative business solutions· Continually sought opportunities to increase internal client satisfaction and deepen client relationships

· Technical support, including equipment selection and installation · Troubleshot, repaired, and maintained computers and peripherals · Development of PC hardware and software standards · Custom software design and implementation

· Managed a team of customer services staff · Developed customer service procedures, policies, and standards · Involved in staff hiring, performance reviews, and dismissals · Trained staff to deliver the highest standard of customer service · Investigated and solved customers' problems, which may have been complex or long-standing problems passed on by customer service assistants · Handled customer complaints or any major incidents, such as security issues or employee injury cases