Responsible for all ITIL based service delivery activities, which include desktop, networking, servers and storage infrastructure, within the Americas region (USA, Canada, and Latin America) overseeing 10 Deskside Engineers at 7 different sights. Duties included: Budgetary responsibility for the Services supplied by Fujitsu to Husqvarna of 1M USD, key contact and liaison to technology and business partners regarding Global Service Desk operations, customer satisfaction with management and end… Show more Responsible for all ITIL based service delivery activities, which include desktop, networking, servers and storage infrastructure, within the Americas region (USA, Canada, and Latin America) overseeing 10 Deskside Engineers at 7 different sights. Duties included: Budgetary responsibility for the Services supplied by Fujitsu to Husqvarna of 1M USD, key contact and liaison to technology and business partners regarding Global Service Desk operations, customer satisfaction with management and end user, ensuring delivery meets agreed quality and SLAs according to Master Services Agreement (MSA), Development and expansion of existing service delivery, resolution of any issues or requests escalated by user to Global Service Desk, defining and adherence of processes and best practices used by Desktop Engineers and Global Service Desk, Managing service contracts of third party vendors Show less

Provided leadership for account team. Served as advisor/consultant to customer at various levels of management. Focused on customer relationship, delivering contractual obligations and communicating service value. * Project Management • Served as Lead HP Representative in SAP/Oracle installation @ Coca-Cola Bottling Company and supported SAP Basis team for 3 years • Developed and implemented HP-UX operating system upgrade plans for Continental Airlines, City… Show more Provided leadership for account team. Served as advisor/consultant to customer at various levels of management. Focused on customer relationship, delivering contractual obligations and communicating service value. * Project Management • Served as Lead HP Representative in SAP/Oracle installation @ Coca-Cola Bottling Company and supported SAP Basis team for 3 years • Developed and implemented HP-UX operating system upgrade plans for Continental Airlines, City of Charleston, The State Newspaper in South Carolina, Merck, Rowan Regional Medical Center • Led performance tuning project at Rowan Regional Medical Center i.e. identified bottlenecks, made recommendations for improvements • Led security assessment project at Santee Cooper i.e. identified possible security leaks and made recommendations to plug holes using operating system patches and other secure means to fill gaps • Developed disaster recovery plan for South Carolina Retirement Systems • Led high availability assessment of hardware/software at Weyerhaeuser and made recommendations to avoid single points of failure * Business Analyst • Drove service improvements drawing on ITIL best practices • Promoted and implemented HP support initiatives for Mission Critical and Proactive Services • Managed service delivery to meet contractual obligations ensuring the highest levels of customer satisfaction and loyalty • Promoted HP Services by contributing to customer knowledge which supported revenue growth, profitability and account retention • Served as Technical Resource for HP-UX OS upgrades and installations, firmware and software maintenance, system performance monitoring and tuning, TCP/iP Network administration, system configuration, kernel tuning, system OS upgrades and Patch management Show less

IT Operations Manager (1993-1996) • Managed staff of five system operators. Oversaw administration of HP-UX, HP-MPE, Sun Solaris, and IBM AIX o Kernel tuning o Patch management o Firmware upgrades o Scripting o Security management • Led installation projects (preparation and installation) of library automation software at Warsaw University, Gdansk University, and Jagiellonian University in Poland, also the Kuwait… Show more IT Operations Manager (1993-1996) • Managed staff of five system operators. Oversaw administration of HP-UX, HP-MPE, Sun Solaris, and IBM AIX o Kernel tuning o Patch management o Firmware upgrades o Scripting o Security management • Led installation projects (preparation and installation) of library automation software at Warsaw University, Gdansk University, and Jagiellonian University in Poland, also the Kuwait Institute of Applied Technology in Kuwait city • Maintained system integrity and performance through proactive monitoring • Oversaw levels of library automation software integrity through software development life cycle • Created procedures implemented by system operators to assure system availability for development programmersTechnical Customer Services (1990-1993) • Responsible for the installation of library automation software world wide • Made onsite visits to customer sites to insure system integrity • Ongoing telephone support in areas of technical expertise • Conducted Technical training for customersDevelopment Programmer (1988-1993) • Developed and maintained COBOL coded programs for use in library automation software package Show less

• COBOL programmer • Developed, installed and supported telephone billing system at James Madison University • Installed Telephone billing software • Conducted customer training

COBOL programmer for Inventory Control and Financials