Promoted to hold complete responsibility for all aspects of implementation and support of large, complex application implementation and enterprise systems support for stores and corporate users. Involved in the full life cycle on large scale projects involving product implementations modeled to specifications to assist stores in maximizing their operational capabilities and efficiencies. Accountable for innovative business consulting, ROI analysis, business process reviews, systems integration, testing, launch, reengineering, application support, user training, and data conversions. Manage and mentor a staff of 12 serving as a SME. Key Technology Initiatives✔A highly visible position with a diverse span of responsibilities critical to the company's long-term market position, operating efficiency and bottom-line performance.✔Participate as member of IT team in establishing governance processes of direction and control to ensure that objectives are achieved, risks are managed appropriately and company resources are used responsibly.✔Manage several MS SQL Servers and their databases. ✔Support all hardware, software, servers, and mobile devices for locations in the US and Latin America. ✔Provide technical expertise and recommendations in assessing new IT software. ✔Support all warehouses and distribution centers for the company. Work closely with Inventory Control Department to provide tools and reports to allow them to conduct physical inventories and cycle counts.✔Direct staff in producing exceptional results and exceeding goals by developing current market, assets, people, and operating plans while executing business and growth plans consistent with the corporate strategy.✔Provided leadership, coaching, and mentoring to teams to achieve business objectives with a focus on continual process improvement and ensuring a customer-focused IT organization. * continued below *

Initially hired to provide end-user support for technology systems. Responsible for installing, maintaining, configuring, and upgrading computer systems including onsite troubleshooting and repair of server hardware and integration of new server equipment. ✔Provided analysis and technical solutions to a variety of problems encountered under normal business activities. ✔Recommended improvements to technology systems that aligned with business function and scalability requirements.✔Provided on-going technical support, troubleshooting, repair and upgrades to systems. ✔Supported server application systems using the latest technologies in support of users.✔Ensured store needs were met to operate their mission-critical systems and networks at peak efficiency.

Managed a team of nine technical support representatives providing client technical support for AT&T employees and wireless customers including consumers and business accounts. Ensured the delivery of high-quality service while maintaining business productivity and efficiency. Monitored calls, conducted troubleshooting, and resolved escalated issues that arose.✔Implemented successful win-win motivational strategies for staff by instilling a high level of self-confidence. Significantly increased morale and employee retention rate.✔Served as a SME and the main point of contact when agents and other leads had questions. Collaborated with other technicians on customer issues, needs, and requests along with overall process improvements.✔Maintained a high quality of technical support associate performance through constant monitoring, feedback and coaching. ✔Often handled the most difficult support cases for the company and served as the technical trainer for internal employees for new products and system applications. Tracked and updated tickets using an internal ticketing system.✔Built and maintained positive relationships with users and internal departments to deliver a high level of service. ✔Supported daily issues that required in-depth research and complex problem resolution.