-Oversee IT operations and supervise systems and IT staff-Develop strategy as it relates to the organization's IT infrastructure-Consult leadership team to identify business and technology needs and to optimize the use of information technology-Ensure smooth delivery and operation of IT services-Provide direction, guidance, and training to IT staff-Purchase efficient and cost effective technological equipment and software-Assist in building relationships with vendors and creating cost-efficient contracts

-Manage server and network infrastructure-Perform system maintenance and upgrades where necessary-Research and propose new technology solutions-Manage and monitor backups-Support and Maintain POS systems across all store locations-Configure and install network, POS, and PC equipment for new locations

-Assisted with Meraki network rollout in Corporate office and provided support and instructions to contractors at remote sites.-Successfully completed Domain and Email migration of two acquired companies into our domain and 365 tenant.-Implemented Litgation hold and email policies across the organization.-Responsible for merging support desk systems and staff with recent acquisition.-Triage Executive and End User technical issues with a focus on quick root cause resolution.-Collaborate with the development team and assist them with SQL database updates and changes.-Redesign current ServiceNow ticket system workflows while setting accurate and reasonable SLA’s.-Build meaningful reports in ServiceNow that identify problem trends and show service desk performance rates.-Identify and automate Windows process with PowerShell whenever possible.-Create and maintain new hire PowerShell script.-Responsible for researching, testing, and purchasing end user equipment and setting company standards.-Utilize Microsoft SCCM for additional asset tracking and computer/software compliance reporting.-Manage monthly workstation patch schedule and patch through SCCM.-Plan and execute file migration to SharePoint from file servers.-Executed a printer rollout across 3 remote locations and our headquarters implementing secure print technology.

- Managed Support Desk Engineers in Omaha and in remote locations.- Continually improved support processes through continual training and peer feedback, including overnight/on-call support- Maintained coverage schedule for all support and field engineers including on-call and holidays- Grew our live answer percentage from 80% to a 93% daily average- Implemented new phone ring strategy and email SLA’s to ensure prompt customer service- Acted as Tier 3 support for complex issues and items that may require vendor intervention- Create and maintain documentation for helpdesk incidents and larger project plans- Automated monthly and quarterly reports, focusing on ticket trends and hardware monitoring results- Assisted with resource and equipment planning for client implementations and technology refreshes- Reviewed all customer surveys and contacted the customer if the survey did not meet satisfaction standards- Arranged weekly training for internal staff to keep up to date on new solutions and client technologies

- Managed implementations on SAP warehousing, specifically training and support- Coordinated and performed training classes for plant warehouse personnel- Designed training workbook that automatically pulled up the required classes and order based on the implementation- Responsible for creating test data and managing the test environment- Provided post go-live support and continual training as needed.- Mapped current plant processes and documented how they will change with new system- Used Microsoft Project and Visio to provide upper management with timelines, goals, and milestones

SAP Rollout Support

 Provided level 1 support company-wide. Trained and mentored new employees. Worked to resolve issues across most Enterprise applications. Created solution for Mozilla Firefox proxy issue and internal compatibility. Coordinated communication and donations for the Shine the Light on Hunger campaign.