Manage a global Tier 2 team supporting content creators for LinkedIn Learning, LinkedIn Editorial Production and LinkedIn Media Production. Leading a project in Service Now to automate access requests and software delivery for new hires, creating a more efficient onboarding process.Developed an internal onboarding program to reduce training period from 6 months to 4 weeks, allowing team members to participate in higher level tasks faster.Managed a global desktop hardware refresh project, replacing 300 high-end work stations to improve workflow and make content creators more productive.Consistently led team to meet SLA targets and achieve 100% customer satisfaction scores.

Led project to migrate from JIRA to Service Now, resulting in improved ticket handling and trend analysis.Adapted computing environment to support remote access for end users, improving the customer experience through standardization of troubleshooting protocols and facilitating communication.Point person for incidents and escalations.Managed workstations and infrastructure for audio engineers, graphic designers, live action producers and delivery teams to maximize uptime and improve efficiency.

Onboarded company IT environment due to acquisition, tasks included deploying user hardware and software, data migration, and end user training.Partnered with Remedy team during the transition to JIRA Service Desk as JIRA subject matter expert.Standardized project execution through the global implementation of JIRA and Confluence.

Worked with multiple creative agencies in a managed service environment, providing consistent support in a variety of settings. Onboarded agencies to Omnicom's managed service team, tasks included server consolidation, hardware standardization, software roll-outs and run-books. Eliminated inconsistencies in reporting by training IT staff and writing a run-book on Sarbanes-Oxley report protocols, ensuring future compliance with the law.

Software migrations, Win 7, Mac OSX, iOS, VPN, VMware, MS Office, Adobe CS, LANDesk, Remedy.

Level II and III support for 65 users in a mixed PC/Mac environment. Managed file servers, backup system, print servers and wireless access points. Maintenance and development of FileMaker databases.
Automated catalog production bridging FileMaker and InDesign via Excel; created complex indexes, cross-references, and templates.

* Configured, deployed and maintained over 1200 PCs and printers in a Windows 2000, XP and Mac OS X environment.* Supported faculty and staff in Microsoft Word, Excel, PowerPoint, Outlook email and calendar; Adobe Creative Suite; and various curriculum-specific applications.* Deployed district software via Ghost and SuperDuper. Tracked inventory of hardware and licensed software.* Installed and supported smart boards, scanners, large-format printers, Ti-Calculators, microscopes, and HP iPaqs.* Resolved network issues from switch to desktop. Maintained user accounts via Active Directory.

* Managed relationships with higher education institutions including Rutgers, UMDNJ, and NYIT. * Projects included SAN installations, hardware refresh, and back-to-school programs.

Assisted the Director of Support on projects to improve service delivery including:* Reduced calls to the Help Desk by training local experts and leveraging peer-to-peer support through management of the User Group Program, consisting of 27 User Groups serving 800+ clients;* Coordinated IT Back to School Orientation, introducing >1000 students to the campus computing environment in a efficient and organized process. Managed advertising, documentation, training sessions, and vendor fairs.* Saved 10-30% annually through the Hardware Recommendations Program. Implemented standards on hardware and software through partnerships with MIT, Dell, Hewlett Packard, Apple, Microsoft and PCConnection;* Designed and implemented the Information Services & Technology Service Level Agreement (SLA) program, improving satisfaction among key customers through negotiated agreements;* Analyzed business model and vendor license programs for distributing Sun and HP versions of the UNIX operating systems to determine cost vs. benefit, support requirements, and optimal distribution methods.

* Designed the Software Release Process, defining procedures, schedules, testing, distribution and outreach;* Established a team of six technical staff and provided oversight for multiple cross-functional project teams, ensuring adherence to timelines and clear communication to sponsors and stakeholders;* Reduced release cycle of 44 products from 24 months to < 3 months and significantly decreased level-one helpdesk inquiries;* Led the campus-wide conversion from Mac OS 9 to Mac OS X for 3000 users and 27 departments;* Provided direct oversight to Macintosh desktop software releases.* Served as escalation point for Help Desk issues.MIT Infinite Mile award for development of the Software Release Process.

* Led elite, five member, VIP support team serving 25 top-level executives including the Chancellor, President, Chairman of the Board, Vice Presidents, Provost and associated staff. Increased client satisfaction by shortening response times, improving communication, and completing projects on schedule.* Managed in-person service delivery team to perform hardware and software troubleshooting, installation and repair. Defined procedures and training that resulted in increased client satisfaction and shorter turn-around times.