As Enterprise Deskside Support Manager I serve as the primary liaison between Client’s IT Support groups and C3i Enterprise Support Teams to ensure timely and quality delivery of contracted services, with a strong emphasis on customer service and end user satisfaction. Also, I am accountable for managing client expectations, establishing key client relationships at the operational and strategic levels, and supervising all services provided to Client. Other responsibilities include: Managing and leading IT projects for software and hardware upgrades, support, and quality control.  Maintaining and improving operations by preparing policies and standard operating procedures, implementing new workplace IT processes, and facilitating incident management meetings and processes. Performing budgeting, scheduling, performance reviews, asset, and vendor management. Implementing production, productivity, quality, and patron-service standards including identifying and executing system improvements. Managing/ leading 5-12 member teams providing desk side support for user-initiated requests for support or service. Interact directly with the Service Desk Manager, Technical Account Supervisor, Operations Team, and Senior Management ensuring cohesiveness across the support operation.

Served as primary point of contact for over 2000 NNI home-based employees. Provided phone and direct support for multiple hardware and software program platforms. Interacted with all IT employees at a technical level; providing 2nd and 3rd tier support services and managing and executed key IT related projects. - Ensured high customer satisfaction with IT Services & Support (4.89 out of 5 customer rating - 2013).-Received all calls and e-mails for IT incidents or requests (6,900 calls out of about 35,000 – group of 10 people in 2013 at a 99% rate).-Created and implemented a detailed Knowledge Base for Service Desk resolutions to improve Client Support efficiency.-Led the Novo Nordisk Service Desk to be ranked #35 in the nation according to HDI.

Provided upgrades and training for users in changes associated with the upgrades in software and hardware.- Initiated new processes when migrating 2000 Home Office users from Windows XP to Windows 7. - Created and updated configuration and quality control documents for job production and performance. -Ensured repair procedures, training, and tracking were in compliance with OEM requirements, guidance, policies and procedures.

Managed, coached, and delegated responsibilities to a workgroup of 30+ employees.-Managed the day-to-day planning and operations to meet required level of service and production.- Allocated resources to ship over 500,000 packages per night to customers.- Managed employee operations and work schedules and provided manager with accurate daily reports.