Oversee the daily blended operations mission taskings as they apply to the Data Operation team. Responsible for the teams of employees that facilitate Arrow’s vast amounts of computer hardware, including servers and networking appliances. Facilitates equipment maintenance, infrastructure inventory management, customer service and employee management; furthermore, ensures that any additional required training within specific areas is provided to assigned team members in support of the mission statement. Responsible for equipment maintenance tasks such as managing and installing custom upgrades for customers; replacing cables, components, and accessories; maintaining records and drawing schematics of the center to detail what equipment is installed. Customer support including maintaining the secured integrity of the data center’s access policies, escorting customers through the center on tours, responding to customer inquiries and coordinating with other organizations/operations groups. Administrative duties include scheduling of operator shifts, planning for capacity changes, maintaining infrastructure inventory database compliance. Oversight of the cost center operational annual budget ~$100.000, internal procurement requests and infrastructure resource management.

•Respond to new employee orientation (NEO) calendar invites and deliver presentations introducing RESC to newly joined BOR government staff.•Monitor the ticket counts of individual team members and ensure tickets are being closed in a timely manner•Supervise the unassigned tickets and emails that have not been picked up from the email box and ticket system monitor board.•Ensure team coverage of phone, emails, and walk-ins during business hours (5:00 am - 6:00 pm MST)•Ensure telephone calls are not waiting on hold excessive periods.•Personally assist with resolutions as needed.· Provide “White glove” support for high priority customers/leadership as required.•Set team working hours for each team member to ensure coverage throughout the day, including coverage due to planned and unplanned staff absences.•Reach out to customers to resolve issues noted on satisfaction surveys.•Ensure on call After-Hours support rotation/alternate assignments to the team (typically less than 10 calls/month).•Communicate system outages and performance issues to RESC, BOR Tier 1 and 2, and end users as needed.•Review all outage notifications and obtain approval when needed before communicating to stakeholders.•Escalate Incidents or Service Requests that are outside the scope of team’s responsibility to the appropriate tier •Set Agenda and Host RESC Weekly Meetings. •Conduct BOR Weekly internal status meeting with DPC leadership and update team members.•Generate monthly status reports and related customer deliverables•Conduct interviews for prospective new employees, approve timesheets, leave requests, and expense reports.•Conduct individual meetings with the team members monthly to review assignments and provide performance feedback.

Responsible for attainment of productivity and quality goals. Monitor service levels and calls on hold. Coordinate with Vice President of Support to make adjustments to schedules, call flow to meet service levels. Monitor and update Team Statistics to track performance for feedback and Performance Reviews. Oversee reporting for accuracy. Take supervisor (escalated) calls. Answer advanced technical questions to the technical support staff directly or conduct conference calls with the customer for all Scantron products. Participate in hiring process for new Specialists. Support Specialists by listening to calls and providing feedback on call quality (developmental call coaching). Provide feedback to Specialists on their formal Quality Assessments. Support and develop Specialists by responding to questions and providing feedback, coaching, communicating information, and training. Conduct one-on-one sessions with Specialists. Prepare and conduct Performance Reviews. Support new Specialist training program. Oversee transition/training of new team members as well as training for existing team members. Coordinate with Performance Development resources on special training needed for team members. Communicate information and updates to team members (respond to voice mail and e-mails, etc.). Lead team meetings. Participate in Center meetings and huddles.Participate in Center, Process, and Company projects and/or Partner teams. Coordinate with Manager and HR to determine appropriate disciplinary actions for performance, conduct, quality, attendance. Handle customer incident requests (Calls, CHATs, emails) as needed to support service levels and maintain proficiency.

Personnel Management, Data Processing Operations, Human relations/IT Customer/Technical Support Services. Established and continually maintain extensive network operations surveillance, oversight of data processing operations capacity and full life cycle critical outage management while supervising the efforts of a team of six network engineers as technical lead. Support remote data center technical and vendor teams within a multi-platform environment. Possess knowledge of MVS/ESA operating system and relevant experience in a large scale, multi-processor, multi-platform environment using IBM (UNIX/Linux/AIX, iSeries), Wintel, HP, EMC, STK supporting applications. Manage assigned ticketing queues within REMEDY, Honda ECRS and Omegamon in addition to maintaining Iron Mountain media accounts. Provide remote hands support with HP Racks, PDUs, DL / Blade Server Platforms, and Blade Enclosures. Establish, interpret and maintain server rack component elevations in MS Visio. Monitor overall network performance resources utilizing Network Operations tools, VTAM, NETVIEW and CICS concepts. Act as the single source of authority for access to the Honda Data Center Facilitate both critical outage bridge calls and daily turnover meetings; report on system metrics, database backups/afterhours events as a direct report to the Colorado Director of Operations.

Develops, leads, mentors, and motivates a team of Service Desk professionals to deliver excellent technical/non-technical software application integration, Information Technology (IT) hardware, network server support services with emphasis on outstanding customer service, satisfaction, and timeliness within operational budgetary constraints as prescribed by the United States Department of Agriculture. Has frequent contact with customers, direct reports, peers, and independent vendors.

Provide component item performance surveillance for Amgen’s entire worldwide Information System (IS) infrastructure network. Manage the seamless transition between three (Thousand Oaks, CA. Longmont, CO and Breda, Netherlands) mirrored IS-OC locations in support of Amgen’s “Follow-the-sun” IS Management policy. Facilitate major incident conference bridges/meetings in support of network outage resolutions. Coordinate IS community communications between managers, resolvers, and B2B (business to business partner/vendor) relationships in the form of real time standardized none technical notifications that encompass current status of (server, switch or application) outage, resolver’s actions to resolve the problem and the overall impact to the business regarding affected users.

Supervise a team of three support analysts (on the first shift). Compile the data for and host the daily customer trouble ticket status report meetings at the end of the shift. Provide daily after actions reviews, escalations and follow up actions to the NOC department heads & Director of Operations. Ensure that all shifts staff members are kept informed on procedural updates. Oversee the remote monitoring of multiple network platforms/server/switches/routers-circuit-TELCO channels via HP Open-View (HP OVO), Windows/Unix (Redhat). Oversee the vendor reporting, ticketing and escalation tracking process through resolution utilizing Remedy, Peregrine ticketing tools.

Provided front/back line support services for critical systems/surveillance across multiple OS platforms (IP Telephony, Tandem NSK, Windows and UNIX Redhat/Linux) to on site Systems/NOC administrators. Track trouble ticketing issues via Infra ticketing systems, email and telephonic communications. Coordinate multiple party weekly/bi-weekly conference calls/WEBEX status updates and provide timely resolution to software integration/implementation issues. Provide timely software patch release updates. Act as customer liaison for internal support issues from initialization through resolution. Research vendor software/error conditions and provide available resulting data/information to the customer for educational purposes. Coordinate with software development team to document, investigate and time line customer requests for enhancement (RFE) to existing software for future release.

Supervise a team of analysts that continually remote monitor IBM’s On Demand consolidated client base LAN/WAN operations for any and all active discrepancies with both the Active Directory and OSI network models (PC(s), Servers, Routers, Switches and UPS. Receive end user support escalation requests via phone; use Lotus Notes to provide customer responses and communicate with third party vendors to resolve ticking issues. Used Manage Now to dispatch field engineers on site in the event that TCP/IP, Netview/Ping, Telnet and FTP applications/tools failed to remote resolve the reported issue.

• Manage the enterprise level customer support team consisting of five tier 2 support engineers.• Resolve customer technical support escalation issues via telephone and teleconference.• Provide oversight regarding specific client requirements as they apply to all SpectraLink products. • Promote improved customer knowledge of SpectraLink policies and systems.• Assign specific tasks and specified special projects to team members.• Identify product deficiencies and communicate new requirements to the development team. • Monitor IVR/ACD, establish metrics, collect performance data, monitor/QA supports calls. • Officiate over weekly team meetings, review case loads and develop action plans for existing issues.• Participate in product hardware and software evaluations and validations (alpha/beta-field testing).• Write annual performance evaluations, approval set goals assist in each team member’s success. • Participate in the panel interview process of new hires.

• Supervise a support staff of 19 financial services Account Reconcilers/Balancers • Write annual Personnel Performance Reviews, interview potential new hires and terminate staff in accordance with HR established procedural guidelines.• Provided cost center impact reports to upper management• Oversee ACD/IVR, QA customer support calls. • Performed new hire primary and technical review and up training documentation.• Mentor team members via interpersonal soft skills, coaching and overall team building.• Conduct weekly team meetings to address staff issues and disseminate information/training and mind-shares. • Established on call after hours support schedule and escalation compliance.