Helping beginning and intermediate pickleball players improve their game by offering individual coaching, skills clinics and structured drill sessions.

Communicate the vision and goals of improvement services to staff and management teams.Coordinate improvement with service owners to identify improvement opportunities.Work with service owners to define key performance indicators (KPIs) for their particular function.Coordinate with process managers to develop metrics for improvement and reporting requirements.Oversee gathering of baseline data so it can be assessed against captured data for improvement.Ensure adequate monitoring tools are in place to gather necessary data.Lias with various service managers in the organization to facilitate implementation of new or improved service processes.Work to become the single source of responsibility for communications regarding gaps and improvements in service levels.

• Responsible for ensuring IT service delivery of corporate IT, servicedesk and system administration• Produced IT reports, including Board-level KPIs, and other reports for external distribution. • Responsible for the Delivery of IT Services in the following functional areas: IT Helpdesk function, Support Management, Incident Management, Problem Management, Change Management, Release Management, Configuration Management, Service Management Financial Management. • Developed IT service guidelines for internal staff performance management • Responsible for maintaining operational service delivery targets and SLA’s • Manage day to day co-ordination with service providers and internal EVault staff. • Ensure adherence to processes and standards to meet internal customers service delivery expectations. Report on all aspects of service delivery to various audiences.• Relationship Management & Other Tasks- Managed support requests and co-ordinate support teams to deliver within agreed timescales.- Reviewed service failures and produce incident reports when required.- Produced and maintained service improvement plans.- Ensured appropriate documentation was in place for specific support requirements.- Organized and chaired weekly change control review meetings.- Produced ad-hoc reports when required.

• Manage the day-to-day function of the global corporate Helpdesk, ensuring that processes are followed and procedures are working• Act as first level escalation when customers wish to speak to a manager or supervisor• Direct management of Helpdesk call center agents located in Tulsa, OK• Provide monthly reporting to senior management• Get input from customers, management, and other IT groups on quality of provided services• Meet service level agreements• Perform forecasting and trending of service related issues• Supervise, hire and train new employees

Management/Staffing• Manage the activities and progress of cross-functional teams• Supervise staff and assist with hiring and training of new employees• Evaluates individual training requirements and provides career development counseling and technical guidance to direct reports• Manage projects including budgeting, planning and trackingCommunication• Keep management informed of trends, significant problems and expected delays• Keep customers informed of global problems or scheduled downtimeService Desk Performance• Create/maintain mission, services and quarterly objectives for the Service Desk• Get input from customers, management, and other IT groups on quality of provided services• Provide a first level escalation when customers wish to speak to a manager or supervisorService Desk Function• Manage the day-to-day function of the global Service Desk, ensuring that processes are followed and procedures are working• Direct management of Analysts and team leads according to established performance measurement plan• Manage contracts/licensing information with third party vendors as required• Provide monthly reporting to senior managementPlanning• Plan for the effective implementation of new products and services into the current Service Desk support environment• Create an annual plan for the Service Desk, report on progress and update quarterly• Drive process improvementsProblem Analysis and Resolution• Assist with customer calls as required• Analyze and resolve support requests according to the service level agreements with the caller, escalating when necessaryTraining• Stay informed of technology advancements, especially those that will assist with providing enhancements to the Service Desk• Provide training and mentoring to Analysts and encourage them to follow proper procedures and assist them to learn new troubleshooting skills

• Supervise current team of 4 Helpdesk Analysts and 3 Desktop Support Technicians supporting 350 internal end users and 400+ remote users.• Ensure information resources and applications under the direction of the Technical Services staff is available, supportable, controlled and in compliance with the guidelines established by our ITMS and good business practices. (ISO 9000 Certified)• Collaborate with other Information Management and Technology Managers to resolve issues relating to service delivery.• Manage the selection, purchasing, installation and inventory of required IT resources.• Coordinate problem escalation to other IT staff and vendors and communicate resolution to appropriate IS staff and system users• Analyze and evaluate problem call reports, and recommend permanent solutions for recurring problems.• Work closely with Facilities department on employee moves, adds and changes.

• Successfully implemented a Service Level Agreement for Desktop Support Services • Effectively created custom reports using Business Objects • Continually expanded and delivered internal training courses for employees• Positively improved customer satisfaction throughout the company regarding Desktop Support• Increased productivity via process improvement• Consistently provided opportunities for innovation for the Desktop Support team.• Produced and deployed a near bullet proof set of tools for the sales force

• Provided front line end-user support for approximately 300 users in multiple locations on a Windows 2000 environment, both local and remote in the USA. • Provided a single point of contact for customers requesting service or support from the IT group. • Analyzed, troubleshooted, and properly routed all requests. • Performed on-site fieldwork as needed to correct problems of a limited scope covered by standard procedures. • Maintained an inventory of fully configured new computer systems in case of total failure of a user's computer or new hires arriving prior to their computer equipment. • Performed routine software and hardware upgrades and maintenance of standard configurations. • Removed computer viruses from infected computers and instructed users in virus prevention procedures. • Assisted in supporting hardware needs and network connectivity for office moves.