Assured the day-to-day operation support of the Rx Lab Network information systems for North America, highly accurate in data maintenance, gathering, and implementation. Participated in the applications support, systems, and development activities, Rx intranet network and technical services; provided technical and responsible Rx Lab Network assistance; ensured supporting data is current, accurate, and distributed in a timely manner.Found, analyzed, and fixed process gaps between the input systems for account pricing data, Bill To relationship changes, promotional pricing; demonstrated and convinced to adopt automated solutions, significantly reducing lost revenue, and wasted time and expense. Implemented a test DVI system personally testing major OS, network, security, server protocol, FTP, software changes and releases before rolling them out, considerably reducing downtime in the Rx lab network. During IT system rollouts of Zscaler/Defender/McAfee, mentored the IT teams reducing the downtime impact. Demonstrated to DVI the benefits of digitally signing files who then implemented, permanently reducing launching and processing lag. Integrated shipping carriers with DVI removing any need for AgileElite. Solely responsible for procurement, configuration, maintenance, upgrade, and support of DVI servers, machine interfaces and serial hubs across North America Rx lab network

Provided timely, professional, and on-call IT support to the business community. Performed assigned monitoring and performed periodic execution of Mission critical applications and IT procedures. Contributed to the execution of EUS projects so they are completed on-time, with high quality and in a professional manner. Provided support on DVI System Maintenance, DVI Optical Machinery, and DVI Remo.

Provided second line support for clients, resolving technical issues of varying complexity and processing issues related to hardware, software and other technologies received via various contact methods. Developed, designed, and delivered training curriculum to analysts and end users. Reviewed and redesigned process documentation to assist with daily support and continuous service improvement. Provided Root Cause Analysis into Service Level Agreement misses, providing justifications which are communicated back to the client. Provided Gap Analysis to locate and fix holes in the client’s knowledge base. Implemented Right Answers knowledge base for the Help Desk using KCS methodology.Personally responsible for the process creation, implementation, and adherence to nearly half of the sixty-eight best practice standards, qualifying Pomeroy for industry-recognized HDI Support Center Certification in September of 2011.

Processed Help Desk calls and e-mails; created and assessed trouble tickets using Lotus Notes. Determined level of support needed and provided viable solutions. Escalated complex issues to appropriate personnel. Created documentation on procedure as needed. Assisted in moving equipment to different locations within building. Tracked and audited computer equipment, peripherals, and other inventory as needed.