Manage a global team consisting of our internal Support Desk, Field IT, Incident, Change, and Release Management, Corporate Solutions, Asset Management, and Endpoint Management. Support over 2000 employees and over 4000 contractors globally. Driven to continually improve processes and establish standards across all teams to improve user experience and thus value for DFIN. Member of cross-functional teams and business leader for several transformation projects.

Manage a global team consisting of our internal Support Desk, Field IT, Incident, and Change Management. Support over 3000 employees and over 2000 contractors globally. Insourced Support Desk under a tight timeline introducing a new tool and establishing a user-friendly knowledge base. Driven to continually improve processes and establish standards across all teams to improve user experience and thus value for DFIN. Member of cross-functional teams to help drive the organization forward.

Manage a global team consisting of our internal Support Desk, Field IT, Incident, and Change Management. Support over 3000 employees and over 2000 contractors globally. Insourced Support Desk under a tight timeline introducing a new tool and establishing a user-friendly knowledge base. Driven to continually improve processes and establish standards across all teams to improve user experience and thus value for DFIN. Member of cross-functional teams to help drive the organization forward.

Managed and grew a team of Incident Managers, Change Managers, and Release managers to meet the organizational requirements and expectations. Added oversight and guidance to help the team work as effectively and efficiently as possible.

Built the Major Incident Process as the first Incident Manager at the organization. Helped triage and improve communications to internal and external stakeholders. Established standards, reporting, and documentation for the Incident Management team. Provided oversight and guidance during business-critical issues to reduce client impact and operational impact.

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Managed a North American Team of Service Delivery Managers that support our global client base. Continued work as Service Delivery Manager to over 20 top tier accounts and responsible for overall Customer Success with the organization. Provide oversight and support to the team to help them achieve their goals and to help keep our customer satisfaction above industry standard.

End to end account management to an assigned existing account base with a focus on customer satisfaction and account growth. Manage customer relationships, projects, SLA's, contract renewals, vendor coordination and respond to audit inquiries. Provide proactive day to day support to customers and responsible for complete customer satisfaction. Continually build trusting relationships with IT Directors, CFO's, COO's and CEO's along with their corresponding technical staff. Knowledge of the cloud environment, servers, networks, storage, managed backups, disaster recovery, email solutions.

- Manage and administer Active Directory, Exchange and Citrix Environments for a multitude of clients, allowing them to focus on their business.- Helping Worknet Inc. achieve fast growth by managing communications and connection solutions, including LAN, WAN, intranet, and Internet for over 200 clients on a small, select team of Help Desk Specialists.- Implement and adhere network security standards through developing and maintaining security policies, deploying and maintaining anti-virus/anti-SPAM software, amongst other tasks.- Working directly with customers to quickly find solutions to their IT issues, providing availability consistent with their client service levels.- Create and maintain thorough technical documentation, logging, and issue tracking.- Support daily operations of Network Engineers, facilitating smooth Data Center operations.

- Solved common and complex issues for users on a daily basis, increasing efficiency for employees. - Among technologies supported include Windows, Novell, Active Directory, VPN, Lotus Notes, Specialized in-house software, databases, AS/400, and remote access.- Troubleshot and repaired various PC hardware issues.- Supported 2000 employees in company at 20 remote locations with a reduced team of 3 support analysts. - Provided 24 hour a day, 7 day a week support to all employees on a rotational basis.