• Lead, coach, develop and retain the global, cross-office Management Team and direct reports, gaining organizational alignment and acting as a resource to all staff members globally. • Improve the business processes for each department through analysis and collaboration• Involved in long-term business planning at the managerial and executive level• Provides management support for team members and assists in defining roles, responsibilities, and functional team structures.• Analyze the performance of support functions for departments such as Service desk/call center, Procurement, Depot and make recommendations for improvement• Ensures resources and activities are compliant with all agreements and compliance obligations.• Acts as a functional and hierarchical escalation point for all customer and team issues. Accountable for interfacing and coordinating the resolution of issues.• Ensures that service levels in connection with services and projects are maintained and achieved at the expected quality agreed upon with customers attaining a high level of satisfaction.• Responsible for managing, monitoring and reporting on service operations; metrics, capacity, productivity and customer satisfaction.• Coordinates interfaces and activities for service strategy, design and transition; identifies and evaluates service improvement opportunities and changes with customers.• Acts on potential risks and issues and provides proposals for solutions to senior management if escalation is required.• Planning and monitoring the day-to-day running of business to ensure smooth progress• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements• Review financial information and adjust operational budgets to promote profitability

•Maintain professional and technical knowledge on MDM platforms•High level management of MDM and deployment coordination across multiple platforms•Manage domestic and international support teams•Principal escalation point with client services and Support center teams for operational issues and tasks•Ensure performance against scope, and schedule through proactive identification, reporting, and remediation of risks and deficiencies•Seek and implement improvements and innovations that increase operational efficiency and effectiveness•Ensure team maintains close attention to detail, sense of urgency, and mission focus in service delivery•Ensure all applicable SLAs and KPI metrics meet or exceed target levels; analyzing data and trends•Ensure quality and timeliness of all assigned deliverables•Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; establishing technical specifications, productivity, quality, and customer-service standards•Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.•Accomplish HR objectives by recruiting, selecting, orienting, training, coaching, and counseling employees; communicating job expectations; monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.•Meet financial objectives by estimating requirements; analyzing variances; initiating corrective actions•Improve the operational systems, processes and policies in support of organizations mission -- specifically, information flow and management, business process and organizational planning•Play a significant role in long-term planning, including an initiative geared toward operational excellence

• Manage a team of engineers• Monitor and ensure customer service levels are met• Ensure DMI policies and procedures are met• Monitor daily workload and agent stats to ensure workload is balanced across agents and utilization goals are met• Provide leadership and coaching to agents regarding performance and training needs including listening to agent calls and review of email incident responses• Participate in hiring, interviewing and training for new agents• Manage and review procedures and processes and recommend new operational improvements• Continue to be an active Mobility Support Engineer particularly during peak periods• Process and approve agent time sheets

• Work in a Help Desk service call center environment to solve 1st, 2nd, and 3rd level technical support issues for end-users utilizing various MDM solutions.• Utilize automated SNOW and other information systems to analyze customer situations. • Review incoming requests, both verbal and in email form, sort, code, and prioritize for proper action. • Resolve client's issue or escalate to more senior technical support as necessary.• Proven ability to multi-task with assigned projects and see them through to completion with minimal supervision.• Take ownership of an issue and work closely with the customer and internal support groups to diagnose the issue and find resolution quickly and accurately.• Demonstrate superior customer service even under tight deadlines and conditions of critical urgency.• Provide technical knowledge sharing with team members through documentation and presentations.• Experience with:o IMAP, POP, and SMTP protocols o Troubleshooting handheld devices like BlackBerry, Android, Windows Mobile, Apple (iPhone. iPads, and iPods)o Excellent communication skills, listening to a customer’s issues, formulating decisive resolutionso Superior knowledge of Microsoft Operating Systems i.e. Win 2008 Server, Win XP, Win7o Working knowledge of the internet and in the use of various internet protocols i.e. HTTP, FTPo DNS configuration knowledge o IP routing conceptso Understanding of VPN and other security related conceptso Technical training experience via webinar and live presentationso Technical expertise of firewalls, proxies, software distribution, network infrastructures, IP addressing and SSL certificateso Experience supporting the following Mobility Device Management (MDM) solutions: Afaria, Maas360, BES, Good, MobileIron, AirWatch, BoxTone, ZenMobile and Soti o Creating and managing profiles, OU’s, and Applications on MDM Serverso Troubleshooting devices using MDM solutiono MobileIron Certified, AirWatch Certified

responsible for overseeing and implementing direction of all aspects associated with Information Technology, and ensuring that the direction coincides with our business strategies. I provide maintenance and support for desktop and laptop computers, Ipads, Iphones, cell phones, tablets and provides end user support for hardware and software problems. I'm also responsible for installing, maintaining, repairing, administering and troubleshooting equipment and software necessary for operation of the Local Area Network, Phone Systems, both for our customers and business.

responsible for every aspect of the day-to-day supervision of store operations, including sales, staff, stock and resources management. Also recruiting, training, supervising and appraising staff, managing budgets, maintaining statistical and financial records, planning, promoting and marketing the business, dealing with customer queries and complaints, overseeing pricing and stock control, maximizing profitability and meeting sales targets, ensuring compliance with health and safety legislation, preparing promotional materials and displays