I help multiple Agile teams meet goals together through tracking, analysis, and feedback. I work with Beta customers by delivering new builds.

* Departmental alignment with the company Mission, Vision and Values * Adherence and Adoption of OODA Loops as the primary strategy to address obstacles and opportunities in order to reach departmental and corporate goals. * Consistently demonstrate ability to successfully move into problem-solving mode whenever challenges or concerns arise* Manage actions taken by subordinates. Handling disciplinary issues, within a timely manner, when team members fail to meet expectations.* Recruitment, hiring, training, retaining and coaching support team members.* Overseeing the work performed by each team members making sure each meets or exceeds expectations, and making those expectations known.* Develop team members to the next level by ensuring assigned staff fully understand projects, providing effective feedback to staff (positive and critical), identifying and promoting growth opportunities for all team members.* Attend and actively participate in senior staff meetings, offering ideas, insights and recommendations on company policies, staffing, client service, new business and other topics that ultimately impact the overall quality of the company.* Oversees the coordination, planning for installation, maintenance, security and integrity of company data and information. * Develop an ongoing workplace accessibility, security and training for the remote workforce. Keeps up-to-date with technological advances in the field. * Cultivate and organizational wide, team-oriented, problem- solving culture focused on delivering the best solutions. * Enhancing exceptional internal and external customer service and support. * Monitors, records, and tracks IT related programs and software to ensure an efficient company.

I train, teach, coach, and oversee a talented group of Support Analysts with the goal of providing the best solution, first time, quickly, courteously, and professionally to thousands of customers all over the United States.* Manage technical support for multiple retail environments from single-store to 100-store locations across North America and their related POS/Inventory automation solutions and services sold by ECRS.* Manage required help desk L1 and L2 elements. Must be able to plan and coordinate specific tasks in coordination with needs and schedule imperatives beyond personal area of responsibility.* Ensure the fulfillment of customer SLAs.* Schedule and plan for staff to meet demands of customers and volume of activity.* Act as an escalation point for the Support team.* Ensure responsiveness to broad constituency of internal and external customers.* Recruit, retain, and grow new and existing members of the Support team. Analyze the volume and nature of customer activity to determine the staffing needs and productivity goals of the Support department.* Coordinate required training and staff activities to facilitate retention and technology adjournment.* Coordinate and manage the dispatching of 3rd party on-site providers.* Work in collaboration with company Development, Sales, and Deployment teams to provide feedback based on customer issues and needs.* Develop and refine policies, standards, and procedures of the Support department, and monitor adherence to them.* Manage the Support departmental budget, especially in regards to headcount and overtime hours.

Responsible for the design, implementation, and tracking testing of multiple large software projects.