Manage, coordinate, and oversee all aspects of projects. Plan, develop, assign responsibilities and monitor progress of project. Work directly with clients to ensure deliverables fall within the applicable scope and coordinate with other departments to ensure all aspects of each project are compatible.· Direct and coordinate the installation of telecommunication systems.· Ensure project scope, objectives, and technical feasibility.· Coordinate internal resources and vendors for the execution and equipment procurement of the project.· Manage changes to the project scope, project schedule.· Use and continually develop leadership skills.· Perform other related duties as assigned.

Provide technical support, install and troubleshoot hardware, software, peripheral devices and LAN/WAN environments for diverse client base. Train clients on computer hardware and software such as Windows operating systems, Microsoft Office Suite and other off shelf technology.

Discussed and analyzed business requirements and operational reporting needs, visibility and processes. Recommended and created dashboards and reports, including KPI and SLAs, in line with each department specific needs.• Recorded, analyzed and distributed statistical information to management to assist in decision making process.• Built department's SharePoint Online site from scratch and maintained same including collaborative community and Confluence sites.• Managed new hires access to system and tools, provided hands-on training and technical support.• Participated in action planning, status and performance benchmarking meetings.• Provided day to day technical support on applications and desktop services for staff and customers.

Created, implemented and supported improvement plans for various business units' specific needs. Studied, filtered and analyzed data obtained from Qlik apps (dashboards) and offered viable solutions within specifications.• Part of improvement plans execution team; coordinated projects' timeline, monitored segments' feasibility, identified possible setbacks and recommended timely solutions. Created cases to validate recommendations.• In addition to projects involvement, maintained and supported dashboards with Qlik; determined, recommended and implemented quality procedures, standards and specifications.• Acted as catalyst for change and improvement, active role in QA discipline and best practices including requirement reviews, action plans and performance benchmarking.• Determined staff training needs, obtained approval to implement and conduct training sessions, which increased staff technical knowledge and reduced help desk inquiries.

Managed daily operations, ensured service quality, led and developed staff to achieve maximum service levels. Participated in staff recruitment process.• Trained staff on customers inquiries and complaints management of typical and critical issues, reporting or escalating incidents process and issue resolution follow up.• Monitored employees' performance, identified areas of strength and cross-trained staff to maximize use of time and resources.• Established department's short- and long-term goals and implemented achievement plan; conducted employee evaluations and motivated team to achieve individual and department's goals with consistent positive results.• Conducted onboarding of new hires and determined work assignments.

Supervised, coached and supported NCR team of 35 professionals, including field engineers, stationed at Amadeus center in Miami. Created and maintained NCR / Amadeus intranet website.• Evaluated agents' technical and communication skills, assigned work in line with expertise, which maximized staff productivity and customer satisfaction. Generated daily, weekly and monthly reports.• Monitored high-volume of troubleshooting tickets and incidents' calls; trained NCR agents on customer service, issues management and resolution.• Designed technical training material and delivered 8hr training sessions to Amadeus' staff on proprietary, NCR and 3rd party applications including:o All Microsoft Windows Operating Systems / Office Products / Visio / SAP / Lotus Notes / Adobe / Unixo Internet tools and software: Front Page – Internet Explorer – VPNo Macromedia Internet tools and software: Dreamweaver – ColdFusiono Generated reports and discussed results with Amadeus and NCR leadership teams to evaluate progress and determine future training needs.• Managed technical aspects for workstations, servers and peripherals for NCR staff at local Amadeus center.• Troubleshoot hardware, software, peripheral devices, and LAN / WAN environments for Amadeus clients.

Trained EDS customer Amadeus' staff on hardware, software, peripheral devices, and/or LAN/WAN environments. Managed changes involving workstations, servers and other peripherals. Training was delivered on site.