Over 25 years of IT experience with 15+ years of management experience that includes customer service, problem-solving, training, team building, goal setting, project management, and financial budgeting.• Aligned and supported global end users within all levels of the business, to understand requirements and demonstrate how IT can provide assistance to the business to reduce cost and improve efficiency through automation and technology.• Manage mobile communications and negotiated discounts to reduce the global mobile account spend around $ 50,000 per annum.• Partnered with multiple vendors to design a global standard hardware platform, while reducing costs by purchasing in bulk, to assist in reduced imaging, repair, end user downtime resulting in increased work output for the company.• Implemented BMC TrackIT! Help Desk work order system to automate workflow, track performance, create a knowledge base and provide metrics on departmental work performed. • Developed a customer survey to solicit confidential end user feedback in order to monitor KPI’s and improve customer service throughout the department.• Created a work order Service Level Agreement (SLA) improving customer service and reduced end user non-productive time.• Created global computer images for Windows 7 – Windows 8.1 – Windows 10 using Microsoft Deployment Toolkit (MDT), PowerShell Scripts, Distributed File System (DFS), and various other tools.• Managed the successful FSA (Field Service Automation) hardware rollout to global business lines.• Managed the global upgrade to Office 2016 and O365 Cloud Migration.• Led the global Windows 10 Rollout, with minimal disruption to the end users.• Developed and implemented various web applications using K2 BlackPearl electronic forms and workflow:o HSE Observation Card Form (with mobile and offline capabilities)o Computer Inventory Tracking Formo IT Audit Formo Termination Tracking Form

IT Site Operations ManagerProvided leadership of North American Client Services department, comprised of Help Desk and Desktop Support personnel, that incorporated recruiting, training, motivating, and developing a North American based staff to provide great results and exceptional customer service. Responsible for creating and staying within Client Services departmental budget, managing 10 employees (two in supervisory positions), and managing support for 1,400 users throughout North America.• Handled Hardware Side of the Implementation of a labor and attendance bar coding Project (DSI - ALR) into the plant environments using Intermec bar coding devices. Interfaced the DSI Attendance & Labor Reporting (ALR) product into both the ERP and HR/Payroll system.• Worked on a team to implement a new Help Desk System (Magic Support Desk by BMC Software) that automates notifications and escalations through business rules, tracks issues and resolutions to populate a knowledge base, and encompass an asset management system.