• Building relationships with customer satisfaction in their business needs.• Create or maintain reports to customers account team. • Understand the contract and the goal of the customer, work with the customer to achieve the goal and set new goals. • Identify gaps in processes, work with employees and customer to clarify the processes. • Work with the technical employees to translate customer processes into work instructions. • Identify the labor issues and provide plan to fix issue. • Identify the single point of failures and act on plan to remove issue from environment. • Responsible for operations processes and tickets are being updated. • Provide metrics to customer and technical employees of the processes.• Work with customer to roll out new processes and create documentation.

• Building relationships with customer satisfaction in their business needs.• Create or maintain reports to customers account team. • Understand the contract and the goal of the customer, work with the customer to achieve the goal and set new goals. • Identify gaps in processes, work with employees and customer to clarify the processes. • Work with the technical employees to translate customer processes into work instructions. • Identify the labor issues and provide plan to fix issue. • Identify the single point of failures and act on plan to remove issue from environment. • Responsible for operations processes and tickets are being updated. • Provide metrics to customer and technical employees of the processes.• Work with customer to roll out new processes and create documentation. • Provide escalation for all U.S. sites 24x7 to customers users and management.

Providing PC and mobile phone support to external customers, Xerox, Conduent and Atos.Managed technicians that supported for over 3,000 PCs which deployed, supported, and decommission of client PCs. Providing PC and mobile phone support to external customers which include over 45 executivesOversaw several projects: reimaging PCs to correct company, moved depot to other location. upgrade of specialized software, Symantec Endpoint Encryption, PC OS to Windows 10Managed several sites in the U.S. direct employees with a support staff of 15 techsDeveloped and implemented a run book of processes and procedures to increase the knowledge of the staff and help train new techs. Performed daily, weekly and monthly report to upper management and client

(Previously Xerox Business Services, Previously ACS)Managed technicians that supported for over 7,500 PCs which deployed, supported, and decommission. Supported over 10,000 mobile phones by ordering, activating, supporting and disposing. Managed techs that supported over 250 executives at many different locations.Oversaw several projects: move between companies, Office upgrade 2010 & 2013, Upgrade of exchange environment several times, upgrade of the OS on PCs, upgrade of specialized softwareManaged several sites in the U.S. and internationally with 3 managers and direct employees with a support staff of 95 techsDeveloped and implemented processes and procedures to increase the efficiency of the desktop departmentWorked with purchasing and vendor on PC configurations for internal and external PC purchases

Attended daily, weekly and monthly meeting client calls. Oversaw the running of batch jobs, daily tape rotation, and procedures on internal and client hardwareWorked on the project of moving Gateway's AS/400s to DallasChange Management – notified, performed and oversaw of maintain windowsResponsible for hiring employees to support Operations Responsible for leading and training personnel in OperationsResponsible for creating, maintaining and approving documentationResponsible for making day to day decisions that affect Operations

Outsourced to Lockheed Martin 7/1999 – 9/2000 Interfaced with the Network, Server, AS/400, Telecom and UNIX teams on monitoring and procedures. Setup second operations site in Denver, CO. Responsible for hiring employees to support Operations Responsible for leading and training employees Attended daily and monthly project meetings for OperationsResponsible for creating, maintaining and approving documentationResponsible for making day to day decisions that affect OperationsReviewed Change Management documents for upcoming outages and wrote instructions for Operators

Performed AS/400 software upgrades Loaded PTF on the AS/400 and performed IPLs Setup and Maintained backups on the AS/400 using BRMS software Supported connectivity for modems, users, and devices Supported Operators on daily tasks Monitored over all heath of the AS/400 Worked with IBM and other vendors on AS/400 issues

Senior Systems OperatorPreformed month-end, quarter-end and year-end processing Performed the month IPLs and Software Promotions outages Trained new Operators on policies and procedures Assisted Analysts in solving problems Performed daily, weekly, monthly and year-end backups Interfaced with Vendors to solve issuesSystems OperatorMonitored systems and user event messages on the AS/400, UNIX and Novell platform. Monitored and performed job schedules for daily processing Reset devices (Line, Printers, Modems, Tape Drives, etc…) Performed daily backups and performed tape rotation Logged all errors that came into Operations using Support Magic Worked with Vendors on issues through to problem resolution

Responsible for testing hardware and software products with Gateway's computers for compatibility issuesResponsible for helping other technicians solve problems by recreating customer machines Responsible for maintaining portable hardware and software inventory for 75 TechniciansTrained Technicians on new hardware and software that Gateway soldWork with legal to build one off PCs to replace DOA PCs

Responsible for answering questions from TechniciansResponsible for problem resolution for customers

Tartan System Assistant and Data Entry Monitoring the Tartan Computer System Performed back-ups and system balancing. Ran daily/monthly jobs

Managed computer department for candy and tobacco wholesaler billing over 1 million weekly. Developed procedures with programmers to increase the system efficiency and productivity.Negotiated contracts with computer hardware and supply companiesDeveloped cost containment measures to save the company over $100,000 an year.Managed transition through 2 software conversionsResponsible for electronic phone orders from 6 states, bookkeeping and bank deposits.