• Successfully implemented and managed a comprehensive IT service desk program to support multiple departments with over 350 end-users, resulting in a 70% reduction in support ticket times and an overall satisfaction rating of 90%.• Developed and implemented a knowledge management system to capture, store, and share technical knowledge and best practices, leading to a 50% reduction in time to resolve incidents and service requests.• Led multiple IT service improvement projects to improve service delivery, including implementing self-service tools, automating service desk processes, and introducing ITIL best practices, resulting in a 25% reduction in IT operational costs.• Successfully managed vendor relationships for hardware and software procurement, reducing costs by 20% through effective contract negotiations and performance monitoring.• Led a team of 5 service desk technicians to exceed established service level agreements (SLAs) by consistently resolving over 90% of incoming incidents within target resolution times.• Managed the budget and vendor relationships for the IT service desk function, resulting in significant cost savings and improved service quality.• Implemented IT security policies and procedures to ensure compliance with industry regulations and maintain the integrity of corporate data.• Utilized ITIL best practices to streamline service desk processes and improve overall efficiency• Developed and implemented a streamlined IT incident management process, reducing average resolution time by 50% and increasing the efficiency of the team by 25%.• Developed a training program for new IT service desk technicians, which decreased onboarding time by 50% and increased team productivity by 25%.• Reduced average resolution time for incidents by 25% through the implementation of clearly defined SLA metrics.• Led the successful rollout of new technology solutions, such as virtual desktop infrastructure and enterprise Chabot support.

• Manage deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including Internet services, telecommunications, video, servers, PCs, operating systems, hardware, software, peripherals.• Negotiate, administer vendor, outsourcer and contracts, service agreements.• Manages, directs, evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.• Coordinates, assigns, reviews work, establishes work schedules; maintains standards; monitors status of work in progress; inspects completed work assignments; answers questions; gives advice, direction as needed.• Manages a team of IT Field Systems Technicians who install, configure and maintain network hardware, systems, software.• Manages IT projects through all phases of the IT life cycle, including requirements gathering, design, testing, and implementation.

• Responsible for managing 5 million dollar budget.• Managed a team of 6 IT Field Service Technicians.• Lead large IT Service Management transformation projects including project management, ITIL process design, solution design, technical tool design, and implementation on an IT Service Management platform.• Responsible for ensuring I.T. Asset Management processes, policies, and procedures are in place to meet regulatory, operational, audit and reporting requirements related to Software and IT Asset Management.• Manage inventory control of all IT equipment including all hardware and software tracking and perform associated administrative support.• Responsible for developing, documenting, managing IT business processes associated with hardware and software asset, licensing.

• Provides procurement support, focusing on multiple simple-to-complex, commodities, as well as specific technologies, to develop expertise.• Responsible for conducting various forms of analysis - including spending, business, financial, supplier analysis.• Responsible for tracking, reporting cost management initiatives to management.• Coordinated IT special projects, including but not limited to: IT Infrastructure, IT hardware, Software Management, Vendor Management, Technical Support.• Compile and maintain inventory of company software, systems assets for the purpose of tracking their corresponding licenses.• Responsible for managing inventory of IT equipment, tracking it in service now.

• Responsible for leading field personnel & IT staff which included evaluating projects that resulted in improved completion of project by 10%.• Responsible for Directing, Coordinating projects assigned that resulted in 300 man hours saved.• Responsible for scheduling, coordinating and directing projects that resulted in improved performance from contractors and logistics performance improved by 50%.• Responsible for leading kick-off meetings, and assisting with project requirements that resulted in improved inventory cost by 10% and decreased over spending by 20%.• Was responsible for scheduling, coordinating, and overseeing the installation and configuration of material and equipment at newly constructed telecommunications facilities.• Maintained good communication with business, technical users to assure timely and efficient completion of jobs, proper communication of issues, and proper documentation of the entire process at each job site.

• Managed a team of up to 5 technicians, which included training, coaching, directing, leading employees.• Managed the IP Surveillance camera project that resulted in completion and reduction in theft, safety. • Managed computer replacement project that led to increased employee satisfaction and motivation by 15%.• Managed the VOIP phone project that led to increased employee satisfaction, increased business processes by 10%.• Support development, implementation of new computer projects and new hardware installations.• Responsible for maintaining, troubleshooting, configuring the Alcatel VOIP Phone system, VOIP Server.

• Completed special project assignment on pc optimization that resulted in saving the company $300,000.• As a result of improved service levels by 10%, improved operations processes and increased customer and employee satisfaction, I successfully trained over 100 managers, directors, other executive staff, employees on key company programs and systems.• Install, maintain, network computers, printers, other peripheral equipment as well as configure broadband equipment.• Perform primary network system administration on network servers as needed.• Provide technical support to users regarding hardware, software, and network related problems.• Documents problems relating to hardware, software, networks, resolving them independently or referring them to appropriate staff or outside vendors as needed.

• Surpassed team goal of programming 1000 phones in 2 months that resulted in $10,000 in savings.• Maintain, analyze, troubleshoot, and repair computer systems, hardware, computer peripherals in a network environment.• Implemented $3,000,000 worth of software that resulted in increased user efficiency, employee production.• Support and maintain user account information including rights, security, systems groups in AD.• Provides specialized user support services including the timely diagnosis, resolution of problems, malfunctions in computer applications.• Performs setup and installation of computers, networks, peripherals, software for users.