Support and manage the service relationship with key customer groups and assure customer satisfaction with delivery of IT services provided by third party suppliers. Take leadership role on all service matters including service improvement initiatives. Act as primary point of contact and escalation for all service-related queries and issues. Champion and communicate customer needs, requirements and concerns.

Responsible for the management and coordination of desktop and laboratory computing technical support services including the agreement, communication and adherence to minimum service levels. Other duties include management of MRL-Boston site audio-visual and visual communications services, including developing and overseeing content of several company websites and site Communications network; act as site Records Management Liaison, and provide and coordinate application training as appropriate. Develop and monitor performance metrics, provide day-to-day technical leadership to Deskside Support Services staff, facilitate global and local process improvement initiatives, develop plans and set goals that lead to improved effectiveness and efficiency. Provide back-up support for the MRL-Boston telecommunications and networking administrator.

Managed Network, Telecom, UNIX/Windows systems, Desktop/Laboratory/Help Desk support staff and was Webmaster for the start-up biotechnology company

Managed Help Desk and Desktop Support staff. Handled hiring, performance evaluations and daily supervision for 6 staff members in a 3,000 user environment. Acted as Sr level Support Technician for Level III issues relating to hardware and software problems. Maintained weekly schedules for Help Desk coverage and participated in rotation of coverage. Designed, Implemented and Coordinated the On-Call program. Organized school-wide migration to Netware 5. Planned and Presented weekly new employee orientation sessions. Wrote and kept up-to-date Department policy manual. Coordinated School wide migration to Eudora. Wrote Department Disaster Recovery Manual. Conducted on-going training sessions in GroupWise, Eudora, MS Office 2000 suite and general PC information sessions.

Handled all customer service responsibilities for Eastern Sales Division, including; Taking & Expediting Material & Equipment Orders; Problem Resolution; Tracking & Applying Corporate Co-op Advertising Funds; Issuing Credit on Returned Materials; Completed TQM Leadership Training; Developed & Maintained Department Disaster Preparedness Plan; Group Leader for Department Employee Involvement Team; Task Team Leader for Development of On-Line Customer Complaint System.