I am leading IT Operations for a dynamic PE-backed healthcare consolidator. I built a multi-tiered IT Team that includes a Service Desk, Field Support, and specialized teams focusing on Security, VoIP, Networking, Infrastructure, Cloud, and DevOps. Duties include due diligence for audits, development of comprehensive IT policies, migration to cloud platforms, reduction of costs, and ensuring the highest level of IT service across our organization.

Focused on IT talent retention for a Fortune 50 client. Work included developing employee enrichment through mentorship programs, leadership development, and targeted learning opportunities. In addition, gathered business intelligence for executives and provided limited technical support to our consultant base.

Tier 3 support for a large-scale, Windows-based computing environment comprising over 80,000 computers and 17,000 servers. My duties included product ownership of over 40 homegrown software products and providing strategic direction for a persistent in-sourced development team. I provided consultation on projects and service requests, developing and implementing maintainable technical solutions to meet business needs and objectives. I compiled data analytics to identify support trends, creating knowledge items to enhance the support experience and reduce costs.

•Provided technical assistance for computing environment of 500+ workstations•Troubleshot issues with other hardware including cell phone tethering, IP phones, network printers, etc.•Administered Lotus Notes email accounts. Tasks included account creation, mail setup, and archiving•Developed and maintained Windows XP images for a variety of Dell and HP laptop and desktop models•Responsible for maintaining tape backup system for corporate site. Used Commvault to backup data, manage tapes, data restorations, and run daily health reports•Replaced hardware components such as RAM, hard drivers, graphics cards and power supplies•Maintained Cisco phone system. Setup new IP phones with voicemail and other features when needed

•Added security features to all brands of laptops, desktops and routers based on customer needs.•Identified and resolved software issues caused by viruses, spyware, and malware•Performed operating system restores, password resets, and driver updates•Assisted the sales floor. Offered computing solutions based on the customer's lifestyle needs•Recovered data from unbootable laptops, desktops, and external drives•Installed hardware components such as RAM, hard drivers, graphics cards and power supplies•Troubleshot issues with other hardware including MP3 players, aircards, cameras, phones, printers, etc.

• Coordinated SCCM software distributions to a large-scale computing environment.• Resolved service calls related to the agent computing environment. Created change, problem, and incident records to document support issues.• Assisted project managers with project planning, product defect logging, and acquiring resources.• Organized, facilitated, documented project meetings including code reviews and status meetings.• Provided mentoring and training for new associates and college interns.• Used Microsoft XP Pro, Lotus Notes, Word, Excel, PowerPoint, Outlook, HP Service Desk, Visio