Manage IT Operations Team MembersTrain IT Operations Team MembersHire IT Operations Team MembersEvaluate performance of IT OperationsUpdate strategic direction of IT OperationsPlan projects based on the evaluation of IT Operations resources and updated IT Operations strategic direction

■ Point of Contact for TMs/Departments on projects■ Migration from Windows 7 to Windows 10■ Group Policy – Evaluate and redesign our implementation■ Active Directory – Redesign and implement■ Take responsibility for monitoring and directing the Service Desk Team

■ File Server – Design File server folder implementation■ Print Server – Design and rebuild printing environment■ Build Tools in PowerShell for automation and reporting■ Migration from Windows XP to Windows 7■ Application user provisioning.■ Maintained hardware decommissioning process from decision to decommission until donation to vendor.■ Initiated and maintained knowledge base system.■ Consistent excellent evaluation on client reviews and corporate reviews.

Help Desk Technician at Electronic Data Systems for NMCIAs a Help Desk Technician operating in a call-center environment, responsible for ensuring timely identification and rapid and effective resolution of issues surfaced by users of the Navy-Marine Corps (NMCI) Intranet. Provide ongoing support of software, hardware and network operations  Deliver 1st-level end-user support, network drive/printer mapping, Windows application support, network troubleshooting, PDA networking and Active Directory user administration.

Science Application International Corporation 2007 – 2008 Service Desk Support Spec IIAs a first tier Service Desk Support Specialist responsible for client satisfaction and service on corporate and retail software, corporate computer systems and Blackberry’s. Worked on client opportunities that required further research, including interfacing with Email Services as well as to other Site Support personnel. Member of a team that maintained the knowledge base for the Service Desk. Continually made improvements to our scripts and our knowledge database. Interacted with other IT departments to validate processes. Consistently commended by employee clients to management for excellent service. Prior to the end of my first year, I earned advancement to second level service (Tier II).

Account Executive/Senior Account ExecutiveResponsible for client satisfaction and service on over 150 ongoing accounts, focused on computer training, project management and broader business leadership topics. Worked with corporate clients to identify training needs and develop client specific solutions. Solicited and developed new corporate accounts and created procedures that enhanced client collections Prior to the 18th month I was a consistent 1st or 2nd contributor to sales, consistently exceeding established goals, and earned advancement to Senior Account Executive.

Rent-A-Center 2000 –2003Assistant Executive Manager/Executive ManagerResponsible for day to day operations of rental furniture store to ensure profitability including staffing, training, goal setting and monitoring, tracking sales figures, general administration, and monthly financial statement preparation. After rapid and successful application of information learned during training I was promoted after three months to Executive Manager. Hired, developed, managed, and led teams to successfully turn around two non-profitable store operations. Led, trained and mentored other managers in P&L review and forecasting, inventory maintenance and control and internal computer systems.

Pizza Hut 1988 – 2000 Driver/Assistant General Manager/General ManagerResponsible for overall customer satisfaction, staffing, reviews, retention, operations management, and financial results of individual profit centers. Prior to the end of first year as Assistant General Manager I earned promotion to General Manager. Led 13 General Managers in preparation for transition to computerized POS system. Grew new profit center operation from start up to a profitable operation in eight months. Grew profitability in existing stores I managed by 10 to 20 percentage points.