Provide personal computer services to small business and residential customers. Services included Wireless Networking installation and troubleshooting. Operating System and Application upgrades and performance tuning. System and Network Security remediation and installation. Hardware and software assessment and procurement.

Part of a team of Project Managers for the Win10 Migration Project. My responsibilities were to coordinate the activities of the Deskside Support Team. This included the hiring of project technicians, making sure they were properly trained, and continuous management of their work. Reported issues and problems encountered during migrations to the Engineering team and communicating solutions back to the Deskside Support Team. Worked with other teams and our global partners to migrate over 80,000 systems from Windows 7 to Windows 10.

Coordinated the upgrades of over 12,000 older laptops to the new Merck standard across the United States.• Project was completed before the deadline and came in under budget.• Defined the scope of the project with the PC LifeCycle Program group.• Worked with the technical team to document the upgrade process that included the backup and restoration of client data from old to new laptop.• Developed the emails and delivery methods to drive clients to service centers to complete their laptop upgrades.• Consulted with the Merck Creative Services Group to create posters and literature to educate clients on the upgrade process.• Coordinated with Merck technical staff to upgrade clients at remote locations, and to upgrade full-time home office users utilizing Merck’s depot group.• Resolved technical and logistical problems for end users by escalating issues to the appropriate technical and operational groups within Merck IT.

Project Manager- Windows Server 2003 Obsolescence Acted as a liaison between the Enterprise Infrastructure Services group and the Corporate Technology Services application teams, to facilitate the migrations of applications from Win2003 servers to Win2008 servers. • Ensured application teams had the proper servers and server software for their migrations.• Coordinated the copying and moving of SQL and Oracle databases with the database groups.• Handled problems that arose before, during, and after migrations with the affected teams.• Held weekly meetings with application managers to discuss issues, timelines, and updates on migration activities.• Provided reports to management on project accomplishments, failures, and updates.• Facilitated the migrations and decommissioning of long term problem servers, applications, and databases by persistently pursuing groups to work towards mutual goals.

Manage the vendor relationship between CompuCom, Inc. and Merck. Merck engaged CompuCom with a $6 Million annual contract covering 30 thousand devices. Responsible for the successful desk-side support operations under the Managed Service Contract to ensure excellent customer service, and enhanced value to Merck. Act as a liaison between Merck business partners and CompuCom to complete out of scope projects at the lowest possible cost, while maintaining superior quality of work.

Managed two tiers of a five tier Managed Services Contract with IBM Global Services. Schering- Plough engaged IBM with a $22 Million annual contract. Responsible for the desktop support and helpdesk tiers of the five year contact. Responsible for the transition of a time and material contract with the previous vendor, to the managed service model of IBM. Maintained business continuity during the transition, and guided the new vendor through Schering-Plough processes and procedures.

Manage a staff of twenty-five Client Services Technicians and Relationship Managers to ensure the successful acquisition, deployment, and support of desktop computing systems for approximately 3000 end-users. Responsible for the logistical coordination of desktop deployments for larger IT projects.

Responsible for the management of a staff of up to seventy Information Technology professionals assigned to various clients of Analysts International. Main objective is to keep the rate of staff turnover to a minimum. The New York Branch consistently had one of the lowest turnover rates of all Analysts International branches.

Colgate-Palmolive Company, New York, New York, May 1995- August 1997Managed on-site Help Desk for Colgate-Palmolive, which provided desk-side hardware and software support for over 1400 personal computer end-users.HelpDesk Manager, September 1992-May 1995Managed the help desk activities of GE Capital-ITS’ Corporate HelpDesk, which provided phone support to 10,000 corporate end-users.Apple Product Manager, December 1990-September 1992Responsible for the sales, support, and service of all Apple Computer Inc.'s products at GE Capital-ITS.

Sales Manager - Apple Products, July 1989-December 1990General Manager - Retail Stores, September 1987-July 1989Store Manager, November 1985-September 1987Sales Representative May 1984-November 1985

Sales Representative