• Ensure service desk tickets are properly prioritized and categorized to ensure timely response and assignment to appropriate technical resources• Ensure service desk tickets are escalated and/or resolved in a timely manner.• Perform quality assurance on service desk tickets to ensure effective communication and ticket documentation• Proactively engage clients to address technical and customer service-related issues to ensure a high quality, highly valued service delivery partnership• Monitor ticket workloads and re-distribute work to ensure the timely delivery of service.• Monitor individual and team key performance metrics to identify areas for improvement and proactively alert internal leadership of service delivery challenges• Monitor client service delivery metrics to identify recurring issues and service trends in order to proactively respond to client needs and challenges in coordination with the Solutions team• Develop, implement, and maintain processes, workflows, and automations to continually improve service delivery

Responsible for the management of the CMHPSM Helpdesk (internal and external IT issues). Provide user training to stakeholders and system users of EHR and other managed systems. Participate on CMHPSM Regional Encompass Operations Committee (EOC). Communicate IT needs to external vendors. Assist with projects related to regional and/or state-wide workgroups. Maintain all CMHPSM IT systems: Windows servers, laptops, and desktops; O365; Firewall and Antivirus; Active Directory; Software licensing; EMR user profiles.

• Manage the organization’s technology infrastructure• Identify problem areas and recommend efficiency and workflow improvements• Evaluate business needs and make decisions on IT initiatives• Initiate, coordinate, and enforce system policies and procedures• Consultation and recommendations to clients as appropriate• Provide IT support for all aspects of a small to medium office environment

Operational/Technical Lead for Active On-Demand (AOD) end user support team• Supervised team that provides L1/L2 support for ~500 users in multiple locations, including Michigan and Mexico• Lead Administrator and Project Manager for ~480 end point devices• Lead Enterprise Administrator for Microsoft Office 365 accounts, Avaya VoIP system, Microsoft Active Directory, and Verizon and AT&T mobile accounts and devicesOperational Supervisor for Corporate End User Support L2 support team• Oversight for L2 staff in Arkansas, Illinois, Indiana, Michigan, Ohio, and Wisconsin• Team provides support for ~1500 end users at ~80 operating companies located nation-wideOversight and supervision for Corporate and AOD Desktop Support staff • Evaluation of staffing levels and individual performance• Implement process improvements and standardization, resulting in reduction of service ticket backlog by 80% within a three-month period• Assessment and reporting of under-performing staff memberSupport lead for projects, including:• Standardized documentation created and implemented: User onboarding, transfers, and termination processes; Standardized instructions for system imaging and deployment; Created and executed Service Level Agreements for company-specific software• Corporate-wide virus/trojan attack remediation: Assisted in identification of attack type; Initiated engagement of corporate resources; Onsite lead during remediation procedures• Design and coordinate Disaster Recovery plan: Needed in the event the home office needed to be evacuated or was otherwise unusable; Successfully implemented during mandated work-from-home efforts due to nationally declared virus pandemic

Operational management and supervision of the Medical Center Device Support division• Work with Supervisors and Team Leads to insure adequate staffing coverage between all teams during heavy workloads, absences, or other special circumstances• Motivate employees though positive reinforcement and timely coaching• Communicate expectations and manage employee performance• Provide training and mentoring to employees• Review and approve timesheet records and requests for time off• Write annual staff reviews and submit to Management for review; Deliver final evaluations and provide staff with recommendations/comments for continued improvement• Recognize staff human resource issues as they relate to corrective action, including the need for disciplinary action and/or dismissalDesktop Support and Technical lead for various Hospital-wide projects, including:• Network switch upgrade for Inpatient Units• End user conversion from Windows XP to Windows 7Technical lead for configuration, deployment, and troubleshooting of mobile devices (iOS, Android, and Windows) and their connectivity to Michigan Medicine servicesResolving escalations with customers to ensure they have a satisfactory support experienceParticipate in the full hiring process: Analyze needs for position; Write position description; Develop selection criteria; Review applicants; Interview candidates; Select and process final candidateFamiliarity with University and Michigan Medical policies, including those specific to Dispute Resolution, Conflicts of Interest, Affirmative Action, and HarassmentProvide divisional guidance and support as a representative of Management for the Enterprise