IT SM - Manager, Operations Support Services. Manage - I360 Work Force Management (WFM), Operations Reporting, Quality Management, Training and Tools teams across IT Operations. ITIL v3 and KCS v3.5 Certified. Provide leadership direction and support in cross-functional support groups. . Develope new strategies, support transitions and provide operational management that support the IT Service Management Environment.

Lead/IT SM Consultant for IT Operations & Reporting Team

ITSD Support Analyst varies Service Management responsibilites, store support, process improvement, AIC (Analyst In-Charge) etc. Train and develop ITSD personal on Remedy Incident Management processes. Provide department metrics domestic and international support skill-sets. Provide support to the IT Leadership Team, new processes and tools used to develope the departments overall performance.

Provided 24/7 Technical Support for Williams-Sonoma Inc. Completed support for Pottery Barn, Pottery Barn for Kids, Williams-Sonoma and Williams-Sonoma Home. Assisted store with technical support and procedural issues. Store network consisted of over 600 hundred American and Canadian stores. Interfaced with appropriate support and project groups to ensure the stability of the stores network and selling ability.

Provide technical and customer support to potential burst.com clients. Worked directly with marketing group and setup and completed demonstrations to all attending nationwide trade shows. Reviewed product specifications loaded software front-end and back-end technology on multiple system platforms.

Provided 1st, 2nd level support for Levi Network Infrastructure. Team Leader for World-Class Help Desk. Supported communications, mainframe, voice, data, corporate and remote technical support. Team Leader over 8 technical support associates. Effectively worked with team members to enhance performance and completed all reviews, providing neccessary tools to assist in meeting all job requirements.

Provided 2nd, 3rd level technical support for Clorox facilities. Supported Clorox Plants and sales office nationwide. Specialized in sales office relocations. Assisted in implementation of T-1 Triangle Network and LAN design and implementation within Clorox Plants. Proficient in network related tools used to provide support for problem isolation and resolution of outstanding network issues.

Supported Network Infrastructure of Mervyn's Enterprise Network. Completed 1st, 2nd, 3rd level support of over 500 nationwide stores. Ensured data / voice communications thoughout the store network, provided vendor support escalation and technical support for store associates.