OPERATIONS MANAGER • Managed team of 15 analysts providing infrastructure and operational "white glove" technical support - O365, Solar Winds alert monitoring, Autosys job creation, Messaging, SharePoint, Network Monitoring, Citrix, Mobile Device Applications, Active Directory, Service Desk L1 and L2 support, user provisioning • Project manager for on boarding of new customers - attend pre-sales meetings, collect due diligence data for scopes of work, participate in on boarding meetings, customer liaison through on-boarding process, allocate internal project resources, lead on boarding team through project tasks• Created cost models and Statements of Work for Managed Services opportunities• Responsible for hiring, career development, training, scheduling, utilization, quality metrics and performance of technical analysts providing 24 x 7 x 365 customer support• Priority One Incident Manager – responsible for managing Priority One incidents; engage engineers, manage bridge and hourly communication to customers and internal stakeholders, document incident for root cause analysis • Customer Account Manager – led weekly status meetings, identified and executed process improvement initiatives as a result of understanding customer business objectives and strategies • ServiceNow Implementation – member of team implementing ServiceNow for internal use and SaaS delivery model to customers• Documented operational processes and procedures, developed Managed Services Operations Manual, created customer knowledge base articles and Run Books •

Knowledge Manager - develop and manage service catalogs and service management manuals. Responsible for knowledge bases across multiple ticketing systems, implementing self service portals, driving ROI for self service, reducing contacts to the service desks. Key contributor to achieving HDI service desk certification, manage employee performance processes and skills analysis.New Client Transition Manager - manage team of two transition managers responsible for setting up Service Desk applications, access to tools, hiring service desk analysts, training, process development, implementing and SLA management through early life support of new Service DeskTools Manager - manage team responsible for the implementation of new ITSM tool along with transitioning existing clients to new ITSM tool, integration with remote monitoring and managment tools, support chat, ACD, and all change management related to the Global Service Centers tool and applications.

• Managed all aspects of complex digital signage project comprised of deploying, installing, and servicing 6000 digital signage installation sites • Provided project leadership to ten project team members including: building help desk support team providing tier 2 and 3 technical support; sourcing and scheduling field technicians and driving on time arrivals with superior customer service• Developed keen ability to react and solve real time site issues using creative problem solving and conflict resolution • Supported and adjusted to clients frequently changing business model related to new technology, ability to support multiple client projects simultaneously• Partnered with account manager in the writing and obtaining sign off of complex SOWs with multi-tiered service delivery • Envisioned and presented process improvements to streamline and measure employee performance and increase team motivation• Additional projects - General Electric Cincinnati Public Schools