Develop and maintain support strategies for various areas of IT services and infrastructure across all district facilities. Provide the tactical management of help desk and field services teams. Supported Systems include voice and data network equipment, on premise and cloud environments, desktop environments, and wireless and mobile devices used both on and off campus locations.

Provides technical oversight of all aspects of IT support at small animal clinic. Includes network, computer, printer, phone, and camera infrastructure and configuration.

The Manager of Endpoint Management’s role is to define the next generation end-user computing strategy and roadmap; to drive continuity with business partners by guiding a technical team through best practices and adhering to identified service level agreements; for planning and coordinating the processes required for the OS imaging, patching, software packaging and deployment services. Additional responsibilities include the management, standardization, and improvement of the endpoint provisioning process. Unfortunately the visions the hiring manager and I shared were not shared with his successor, so HNI was a short stop in my journey.

I was given the opportunity to manage an enterprise desktop support team which took my career in an entirely new direction. Although my career path didn't start off in desktop support, this did not hinder my ability to effectively manage this team. I was able to create and maintain the team with the highest production, highest morale, and lowest turnover... not once, but twice.• Coordinated a 10-person team responsible for software packaging and distribution, image creation, and administration of group policies and login scripts for 10,000 employees • Evaluated, selected, and negotiated prices of all company standard PC models to ensure continuous supply of product, minimal interruption to users, and lowest financial impact to the company• Organized the compatibility testing of PC hardware and software to establish firm standards and head-off potential conflicts• Implemented Kanban system optimizing workflow efficiency• Facilitated process and system improvements allowing for a 60 percent increase in demand without an increase in personnel• Partnered with vendors to improve service and product delivery• Conducted performance evaluations of all team members, to include annual ratings and review, and nominations for company awards

RSM hired me to be the administrator of the recently purchased CA Service Desk Manager application. At the time of my hire the application had been installed a few months prior and a failing project was currently underway to make necessary changes. • Provided all support, maintenance, planning, design, development, implementation, training, and upgrades for CA Technology’s Service Desk Manager and Clarity PPM applications• Redesigned installation of CA Technology’s Service Desk Manager software• Designed and implemented an Incident Management process based on ITIL knowledge and concepts• Authored customer satisfaction survey best practices which generated a 20 percent completion with 98 percent customer satisfaction• Designed the change management system that has operated with minimal modification for over 8 years• Developed the process for the automatic update of user content from PeopleSoft to accommodate a rapidly changing user-base • Refined the self-service and knowledge base to be more intuitive and successfully reduce the costly instances of phone calls and emails to the service desk• Devised alternative methods of ticket creation (email, web-services) to improve incident accountability• Created PowerPoint presentations, detailed emails, and used web-conferencing for power user training following major upgrades or new feature additions

Time with this employer was short-lived because the company was short-lived. But I was brought in due to my expertise with CA Service Desk Manager. While with this company I performed the duties listed below, as well as create the company website and the logo.• Oversaw installation, upgrade, and enhancement projects for clients nationwide• Collaborated with all levels of organizations to refine service processes• Guided the development of Incident, Problem, Change, Configuration, and Knowledge Management through best practices and the ITIL-framework

I was hired at Wells to support all their CA Unicenter brand applications. My skills were limited to asset management and software delivery, but would expand to include other tools such as Service Desk --which would lead to the next two career opportunities.• Mastered the proprietary Spel scripting language used by CA Technologies, to avoid high-cost vendor and consultant fees• Heavily involved with product beta testing, providing feedback for the vendor, and preparing for future upgrades and feature enhancements• Monitored critical heat-sensing units for server rooms and generators

CSC hired me because I was trainable. My PC knowledge was very limited, but I found a home as the asset manager for the local account. This role would introduce me to CA products, which would be the foundation of my career for the next 12 years. • Provided the lead technical support for asset management and software deployment systems encompassing 70 servers at 60 locations nationwide• Evaluated implementation of company standards for 2000 PCs during the Y2K project• Introduced parts distribution function to minimize inventory surplus and unnecessary purchase requisitions

• Maintained a Top-Secret clearance for 4 years• Collaborated with the National Security Agency for intelligence gathering operations• Provided routine maintenance of government computers and peripherals• Performed fault isolation during critical operational periods