-Advanced productivity KPIs to achieve key business goals and objectives.-Developed systems to track and log work issues.-Led improvement initiatives to advance operational efficiencies and increase revenue.-Reviewed operations reports to understand numbers and trends.-Spearheaded department training to enhance employee performance and boost employee productivity.-Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.-Partnered with vendors and suppliers to effectively manage and budget.

- Provided Tier 1 IT support to non-technical internal users through desk side support services.- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.- Assisted with updating technical support best practices for use by team.Configured hardware and granted system permissions to new employees.- Monitored systems in operation and quickly troubleshot errors.- Promoted efficiency among departments with prompt resolution of system issues.- Explained security measures in simple terminology to help users understand malware and phishing threats.