Managed and provided support for technicians servicing the Wal-Mart account; the Service Area ranged from Utah to Nevada. Provided Subject Matter Expertise for in house application Clearvision. Aided other technicians in need with the navigation of Clearvision. Supported Front End POS (Point of Sale) Systems: IBM-Toshiba Registers, Ingenico Signature Pads, SCO (Self-Check-Out) Units, NCR Scanner Scales, and the calibration of the Scanner Scales (state certified to calibrate scanner scales). Provided support for Back Office Support for: Lexmark printers, Dot Matrix and Laser, Dell and HP PC’s, Dell and HP Thin clients, Genicom Printers, and Printronix Printers. Scheduled site visits with Store District Service Managers (DSM’s) and Customer Service Managers (CSM’s) to discuss Service Levels for areas of improvement within operations. Collaborated with Manager to discuss queue status and allocation of Service Request. Performed Network changes for any new additions and upgrades for Network equipment.

Governed three groups within the organization: Non-Optimized – Schedule & Dispatch, New York – New Jersey Divisional Schedule & Dispatch, and Regional Technical Support Dispatch. Processed weekly and bi-weekly payroll and expense reports. Generated and analyzed daily, weekly, and monthly KPI Metrics to evaluate Team performance and coordinate efforts to keep operations optimized. Examined Quarterly Financial Performance to obtain Service Level goals set by the company. Planned weekly and monthly team meetings to go over department budgets and service level performance. Maintained all inventory for the Schedule & Dispatch Department according to budgetary goals.

Withheld crucial client information for all Commercial accounts. Managed the relationships with EMC Partners, Unisys, and Siemens to keep operations functional and to explore new avenues of business growth. Administered the Service Request volume and IMAC activities between EMC and its partners. Attended weekly meetings with department head to discuss quarterly goals. Appeared in monthly meetings with EMC Top Commercial Accounts to discuss Service Request and to resolve any service issues. Volunteered for Manager on Duty (MOD) Coverage for regional escalations related to Severity One issues with customer impact.

Directed up to 25 employees. Developed break fix, installation, and configuration of Midrange Systems (IBM systems 32, 34 & 36, Data General Systems, HP 3000 lines, HP Printer product lines, Epson Printer Product Lines, Lexmark Laser Printers, IBM POS Systems and Printers, Cisco and Brocade Switches, Dell PC’s and Laptops, IBM Lenovo Laptops and PC’s, and Network Printers and Servers). Performed maintenance on IVR systems for Inter-Voice, which also included running new lines. Maintained vacation and standby schedules to create accurate work schedules. Created and maintained CE schedules. Conduct quarterly and yearly reviews of Field CE’s.