Responsible for the design, configuration, implementation, support and life cycle of corporate enterprise applications, to include, but not limited to Oracle, MS SQL, PostgreSQL databases, PEC’s current ERP system, SharePoint applications, Crystal Reports and current managed file transfer system. Skilled in SQL report development for business datasets across multiple core business functions.ESSENTIAL DUTIES AND RESPONSIBILITIES:• Champion business technology needs through the use of existing or emerging systems and applications• Review and analyze system problems in order to identify solutions • Adhere to Software Development Life Cycle • Gather requirements from key stakeholders using industry standard requirement elicitation techniques (brainstorming sessions, requirements meetings, and/or workshops)• Analyze the requirements for viability against the business objective and determine the requested product’s application to the existing or future technology identifying features, advantages, and disadvantages while keeping best business practices in mind• Validate the requirements by cross referencing them with other stakeholders• Prepare technical requirements and detailed functional specifications to include flowcharts and basic technical information • Present developed solutions to the Change Control process • Serve as a subject matter expert in at least four core business areas• Lead IT Projects and Initiatives providing management with accurate status reports• Professionally organize and conduct business process reviews with business users, stakeholders and external vendors • Perform functional testing, i.e., unit, string, process control, security testing, regression, etc. as required to test existing, new or updated functionality• Provide second and third tier support to end users for applications through detailed analysis and troubleshooting of reported issues • Maintain the security of confidential information

IT Operations Manager/Incident ManagerPrincipal strategist for all IT operations, including daily service delivery, cross-functional team management, and the delivery of quality customer service. Oversee SLA compliance for Warehouse Operations, Repair Depot/Equipment Disposal, IMAC Services, Deployments, and Inventory Control. Develop and implement IT policies and procedures. Serve as a senior project manager in charge of enterprise IT implementations, including the delivery of on time and under budget results in compliance with business requirements and specifications. Expert at assessing business needs, leading technical teams, articulating project goals/scope, setting and attaining milestones, and cost-effective resource allocation.• Client Service Improvements: Successfully implemented relational databases to automate daily/weekly/monthly reporting resulting in a 20% reduction in escalations and decreased response time to client queries.• Cost and Efficiency Improvements: Integral leader in 75% reduction in shipping costs within 12 months of establishing new IT Repair Depot, Imaging Benches, and Warehouse operations; successfully oversaw inventory transfer from a previous vendor.

• Develop, implement and maintain numerous tables in a SQL data warehouse, ETL processes and automated reports for financial forecasting and budgeting.• Create and maintain tables, stored procedures, macros and views related to assigned reports.• Analyze operational and financial related data to ensure all revenue is captured.• Maintain effective working relationships with internal and external team members, coworkers, supervisors, and users.

Developed standard national analysis and reporting methodologies and processes across multiple customer business lines and cross-functional departments.•Direct, plan, and manage service region operations ensuring strong customer satisfaction.•Implement reporting metrics for financial forecasting and budgeting. •Train, coach and evaluate area and district managers on company policies and best practices to optimize service area performance.•Communicate strategic issues/changes to team; build commitment and confidence.•Develop, implement and automate numerous data bases to report key performance indicators to reduce field reporting time. •Serve as an operational and technical resource in a Crisis Management team which supports many departments within the company; negotiate successful resolution to problems or concerns with the ability to interface with high level executives.

Managed, coordinated, and facilitated multiple process improvement initiatives related to enhancement of the company's core information systems and processes. •Provided strategic, expert advice, and consultation on the design and implementation of effective administrative and business processes across the company, to include process analysis, redesign, and organizational effectiveness. •Participated in the establishment, organization, and implementation of short- and long-range goals, objectives, policies, and operating procedures; monitors and evaluates program effectiveness and effects changes required for improvement. •Developed integrated project plans, implementation schedules, and cost estimates for major, long-term projects; prepared and managed annual budgets and performed periodic cost and productivity analyses. •Communicated regularly with executive management and administration regarding the status of current project initiatives.

Directed, planned, and managed the daily service delivery operations ensuring a strong customer service focus was implemented consistently throughout the territory. Managed state-wide territory to include 43 service Technicians.•Maintained and resolved services contracts and warranty issues insuring financial targets and SLA’s per customer base were maintained.•Supported and maintained user account information including rights, security and systems groups. •Developed and implemented procedural improvements.•Installed, configured and maintained organization's network. •Conducted printer and pc/laptop repair training sessions for all employees in region exceeding OEM compliance of 95%.•Manage employees in the Department to include: training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

Maintained, analyzed, performed troubleshooting, and repaired laptop, desktop computer hardware and software.•Maintained, analyzed, performed troubleshoots, and repaired computer peripherals including printers, scanners, bank sorters, transports and other check processing equipment. •Installed, assembled and configured computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directed the rewiring of cables as required for new installations and office reconfiguration.•Performed PDA on computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; made repairs and corrections as required.•Supported and maintained user account information including rights, security and systems groups.•Assisted Field Operations Manager in day to day operations of local and remote service centers. •Managed parts inventory.

Instructor of Electronics and Electricity for students going through the Electronic Technology program for US armed services. • Implemented Electronic Technology curriculum for Military personnel.• Instructed Adult CPR, Technical Math, DC, AC, Power Supplies, and Amplifiers circuits. • Installation of computer software and hardware upgrades.

• Performed preventive/corrective maintenance on electrical/electronic equipment.• Responsible for system hardware and software upgrades. • Equipment/system installation, restoration, overhaul, repair, checkout, upgrades and certification. • Instructed Adult CPR, Technical Math, DC, AC, Power Supplies, and Amplifiers circuits.• Performed problem determination and analysis to component level; technical soldering, reading and interpreting blueprints and schematics. • Adept operation of general and special purpose testing equipment. • Installation and troubleshooting computer software problems and hardware upgrades.• Hardware fabrication and assembly. • Cable fabrication and installation.• Security Clearance: Secret (Expired), NATO Confidential (Expired)• Physical Security (Base/Shipboard)• Security Response Team• Small Weapons Certified• Personal Defense Certified• Emergency Vehicle Operator• First Responder Certified