Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising performancePlan, implement, and manage outsourced helpdesk operations. Focus on developing SLA and measuring metrics, maintaining relationships, and advancing the firm's goals.Administer and develop the ServiceNow ITSM platform for all users firmwide focusing on enhanced reporting, knowledge management, and metrics to improve KPIs.Design, develop, implement, and coordinate systems, policies, and proceduresAlign customer needs and system functionality to contribute to organizational successUtilize industry-standard KPIs and implement strategic solutionsCoordinate with third-tier support teams and other non-IT groups to ensure customer and client goals and needs are metManage large-scale IT projects including system upgrades, hardware deployments, and office relocationsImplement, promote, and preserve asset informationIdentify and implement software and hardware solutions

Provide leadership to the regional IT support teams including prioritization, coordination with business goals, and ensuring compliance with policyDevelop and implement policies and procedures that govern information technology resourcesPartner with regional human resources and office administration to handle confidential matters such as lateral attorney arrivals and terminations. Track technology trends in the industry, evaluate software and hardware solutions and recommend environment changes to improve customer and client satisfactionProvide interim leadership for IT Service Center team and East Coast regional support teams during times of leadership transitionManage large-scale regional IT projects such as network upgrades, office expansions, and relocationsHire, mentor, and manage regional IT support staff, including hosting regular team and one-on-one meetings and conducting annual performance reviewsGather and report on industry standard KPIs and execute methods to achieve performance goalsMonitor the IT incident system to ensure escalated issues receive appropriate resolution per established service level agreementsPerform training to improve the technical and operational effectiveness of the support teams

Respond to helpdesk requests and provide hardware/software support to the headquarters personnel and processing stations located throughout the U.S. Serve as a member of the Level 3 Desktop Support Team responsible for maintaining the end user desktop environment to include hardware, software, and applications as well as all related technical issues. Responsible for all hardware and software, network installation of PCs and printers, troubleshooting, LAN and clinical account maintenance, repair and customer assistance for the Headquarters United States Military Entrance Processing Command. Support a wide range of equipment and applications running on a variety of platforms with responsibility for diagnosing and resolving problems in response to customer reported incidents. Install, configure, upgrade, set up and troubleshoot all hardware and software components, ensuring compatibility with existing systems and other system interfaces, and testing for system malfunctions.Install, upgrade, configure, and test all hardware and software components, ensuring compatibility with existing systems and other system interfaces, and testing for system malfunctions. Install, upgrade, configure, and test off-the-shelf, locally developed, and agency provided computer software. Receive, respond to, and ensure resolution of all types of help center calls. Train customers in the user of systems and applications. Perform as Point of Contact for the Desktop Support Team functions of the Electronic Fingerprint Capture System (EFCS) upgrade from version 3.1.5 to 3.1.8. Built and tested the Microsoft Windows Vista baseline image. Perform in a group lead role for the Desktop Support Team functions of the DISA Vulnerability Remediation project.

Perform installation of hardware and software related to the PocketScript electronic prescribing system provided by ZixCorp, throughout the Chicago metropolitan area, northwest Indiana and Wisconsin, within the scope of contract with TekSystems. Train physicians, nurses, medical and office staff on the usage of the Pocketscript electronic prescribing system. Conform to HIPAA regulations with regards to data retrieval, storage and transmission of sensitive patient demographic data. Perform troubleshooting operations for the Pocketscript web based prescribing system and wireless handheld peripherals, in addition to on site computer equipment, wired and wireless networking at prescriber locations throughout the service area. Evaluate deployed hardware to ensure that it meets the needs of the customer base. Monitor the physicians usage of the PocketScript system to ensure compliance with sponsor regulations. Maintain a working relationship with Physicians, nurses and office staff to ensure timely reporting of problems and suggestions for improvements to the system. Coordinate and schedule site visits for training, support and Q&A sessions with physicians and staff members. Coordinate with site IT or office staff to ensure that data connectivity is adequate and maintained to the level required by the PocketScript electronic prescribing system. Assist the Sales team by answering any technical or training questions that a prospective client may have. Ensure customer satisfaction in order to maintain the contract between ZixCorp and TekSystems in the Chicago market.

Provide on-site, remote control and over-the-phone desktop support for over 100 end users in the Rosemont, IL, Minneapolis, MN, Phoenix, AZ, Newport Beach, CA, Seattle, WA, and Saint Louis, MO offices of a major national commercial realty and development organization within the scope of contract with TechTeam Global. Coordinate with Duke Realty corporate IT and TechTeam Global leadership team in site remodels, additions and changes within the scope of contract with TechTeam Global. Provide assistance and guidance to other Systems Technicians located throughout the United States. Ensure that new and existing users are configured for proper network access through Microsoft Active Directory in a Windows Server 2000 and Windows Server 2003 domain environment. Monitor and maintain the local and remote server equipment to ensure optimum performance and space requirements are met. Maintain corporate security requirements through Symantec Antivirus client and Group Policy Objects. Work closely with the remote corporate IT organization to ensure site network and server hardware is functioning properly and replacing network and server hardware as necessary. Work with remote IT and Sprint vendor to install a microcell in the Duke Rosemont office in order to provide improved cellular and wireless data coverage. Coordinate with remote corporate IT and remote locations during the corporate uplift from Windows 2000 to Windows Vista. Provide support for Palm Treo and Samsung PDA cellular telephones utilizing BizConn and GoodLink over the air synchronization software as well as HotSync on the desktop, as well as initial setup of Push-to-Talk (Nextel) phones for engineering staff. Install and decommission computer and printing equipment. Perform data restoration operations using Microsoft ShadowCopy client. Develop streamlined methods of communication among users, improving their technical work environment while developing a teamwork attitude.

Provide level 2 helpdesk support and deskside support for over 500 end users in the corporate, engineering and retail environments. Address the information support needs in the creation of a new Network Operations Center located in Schaumburg, Illinois. Address the information support needs in the creation of a new Customer Care Center located in Bolingbrook, Illinois. Assist with the transition from PrimeCo Personal Communications to U.S. Cellular. Set up new Windows 2000 and Windows XP Professional computer equipment such as Compaq, Toshiba, Dell, Omnitech and Hewlett Packard laptops and desktops. Address the permission requirements for users in multiple departments through Windows Active Directory in a Windows Server 2000 and Windows Server 2003 domain environment. Maintain corporate security requirements through Symantec Antivirus client and Group Policy Objects. Travel throughout the midwest region providing on-site support for over 60 retail locations and business offices. I assist with the creation, remodeling and decommissioning of retail stores and equipment. Provide support for the Special Events team which handles sales operations during Chicagoland special events, such as Blues Festival, Taste of Chicago, Air and Water show and more. Provide support for the Product Support Technician team which uses specialized hardware and software to repair cellular phones at retail locations. Order new equipment using SAP according to U.S. Cellular policies and procedures.

Support the Information Systems department of four major hospitals in the Northwestern Indiana and Southern Chicago areas as well as their in-system clinics and business centers. Order and track shipments of replacement parts. Install replacement parts and ensure exchange components returned in a timely manner. Perform break-fix operations on Hewlett Packard and Lexmark printers as well as Compaq, Dell and Hewlett Packard desktop and laptop computers.

Supported over 1500 users per day in the worlds largest ground package sorting facility. Completed over 90% of problem calls in fewer than fifteen minutes. Supported end-users in a Novell Netware and Windows NT4 and Windows 2000 environment. Trained end-users and technicians on policies and procedures. Assisted in upgrades and installations of several major mission critical systems. Assisted users to resolve computer related problems such as inoperative hardware or software. Audited users and computers to ensure compliance with UPS policies and procedures. Performed equipment exchanges and record inventory controls.