Managed company-wide information systems projects, including installation and upgrade of network circuits, voice and data cabling, and equipment per individual project requirements, in addition to hardware and software upgradesLed staff of Sr. Technical Analysts responsible for technical support of New England Region, which included 115 nursing homes, 3 regional offices and 5 Rehab contract sites, across 6 statesSurveyed newly-acquired buildings to determine network and hardware needsTransitioned 70+ acquired buildings onto Genesis network which included installation of new circuits, cabling, routers, switches, wireless access points, desktop computers, laptops, printers, and tabletsCoordinated installation of voice and data cabling in buildings throughout company and worked with vendors to negotiate pricing for installationsMinimized downtime during installation and relocation of network racks by coordinating tasks with building administration, cable vendors, and internal departments to make sure work was completed efficiently and on timeIncreased end-user productivity by upgrading circuits in 50 buildings from 3M T1 bonded lines to higher speed fiber or coax, depending on availabilityEnsured IT assets were performing properly, and end users were operational by making sure equipment was repaired in a timely manner and systematically upgraded or replacedConfirmed day-to-day responsibilities of service requests were taken care of and problem tickets were resolved utilizing CRM software Oversaw and coordinated critical support issues, functioning as escalation point Maintained customer service standards and made sure Service Level Agreements were met Motivated and coached Field Services staff using performance management techniquesManaged asset inventory of spare desktops, laptops, printers, and parts for break-fix workMaintained asset database for New England region, comprised of 3,500+ desktop computers and laptops, and 500+ printers

Supervised staff of Technical Analysts who provided on-site and remote support Determined service priorities and confirmed customer service expectations were metKept end-users operational by repairing upgrading, or replacing equipment in a timely manner Provided technical support for regional offices and senior management both on-site and through remote management softwareMaintained asset database for New England region, which consisted of 2,000+ desktop computers and laptops, and 400+ printers

Provided on-site support for 36 buildings located in a 3-state regionMaintained local networks, built and maintained local servers, and performed network administration dutiesMaintained computers and printers: performing equipment repairs and ordering and installing replacements when necessary