Directly Managed, Developed and Led Support Teams within the USA and successfully launched Offshore team. Performed Products and Service evaluations, provided recommendations, documentation, implementation plans, & educated teams.Received the Highest Technical Qlik View Support Personnel & applauded for efforts at Qlik World in 2013.Managed inbound client incidents, alerts, and service requests.Managed hosting platforms that delivered services to clients including Project Management, Reporting, Analytics and Dashboards.Developed and implemented Standard Operating Procedures that drove consistency and productivity to meet SLA’s.

Responsible for supporting: Network, Servers, Client Desktops, Printers, Scanners and Intuit Pro Series Tax Program

Responsible for documentation, planning, designing, recommendations, training, asset management, deployments, reports, and ongoing support of Bureau of Nonpublic schools in New York City. Used MS Project to track progress, MS Word to design all documentations, MS Visio to illustrate process flow, and SQL/Crystal reports for custom reports. Direct: (2) Help Desk Agents, (4) Borough Managers and (22) Borough Leads.Designed trouble ticket system, knowledge base and warranty repair tracker. The systems enabled ICC to capture, track and report on end-user requests and incidents.

Received prestigious Director’s Choice Award (2007) for developing most effective cost solutions and practices. Recognized for stellar ability to effectively contribute to enterprise improvement efforts that have driven standardization and efficiency.Directed five cross-functional team members, overseeing system analysis, programming, telecommunications, and operations/support for 600 desktop clients and 30 servers.Enhanced customer satisfaction and saved unnecessary costs by converting IT Hotline to ACD system. Implement local SQL server to capture call center, pc utilization, and additional data. Utilized Minitab, Crystal Reports, MS Excel, MS Access to sort and display trending and performance reports.

Implemented Six Sigma methodologies to reduce gaps in procedures and products. Redesigned database matrix and developed reporting process to measure opportunities and defects. Improved Helpdesk Service Level Agreements (SLA) and enhanced process flow between departments by developing and implemented Root Cause Analysis process flow using MS Visio.Improved existing PC image process, reduced field technician's setup process time, decreased customer downtime and enhanced customer satisfaction by creating/updating image files for various models.

Responsible for creating, analyzing and delivering reports pertaining to agents and clients. Analyze daily, weekly and monthly call metrics and staffing forecasts. Generated Employee of the Month, Quarterly Superstar Awards and ServiceWare Gaps. Designed "Spike Data Report", the information allows SA team to compare actual calls to the prior 8-weeks worth of data. The Spike Report indicates which days impacted SLA's.Created scripts to pull CMS ACD data to store backup information, the scripts reduced manual daily editing time by 50 minutes. Created Interval Graphics for Call Metrics and agent reports to show impact on SLA's.Designed and implemented CTi reports, created System of Record for all reporting fields and formals.

Supervised 20 Help Desk Technicians, daily scheduling and provided daily direction. Monitored real-time calls using CentreVu and Resource Manager to ensure service levels agreements were being met. Reviewed daily call logs and performed live service observation. Analyzed daily, weekly and monthly ACD reports to determine call trend analysis. Acted as first level management for all escalations.Designed and implemented weekly staff meetings to review trouble tickets, project plans, goals and objectives.Performed QA's on agents and provided remediation as necessary, ensured agents were meeting their call efficiency targets.

Promoted into new position to provide tier-two advanced technical support and training to 3.5M data customers, nationwide internal customer support centers, network repair, telemarketing, sales teams, system engineers, and internal customers. Directed work of 40+ employees and managed $1.5M budget.Swiftly investigated and resolved users’ wireless computer software and hardware communication problems and served as point person for escalations between tiers. Increased service level agreements (80% of calls answered within 30 seconds.) by installing real time call volume statistics and reports. Year 2000 83% & Year 2001 84%.Motivated staff through effective implementation of performance and career development programs. This resulted in promoting employees within the organization. Presented operational service levels and project status to Executive Director of Network Operations and Vice President / CEO of Verizon Wireless on a monthly basis.Improved the roll out of new products and services by working hand in hand with Marketing, Network and Vendors to assist with testing and configuration which resulted in increased customer satisfaction.

Promoted into position to install/maintain hardware, software, and peripherals; design, configure, and support LAN/WAN networks; and support/provide troubleshooting for nationwide customers.Reduced support time by installing nationwide System Management Server (SMS). Wrote Security Policy article that was published in Windows NT Magazine in May 1999, (pages 34-36). Researched, designed and deployed Network Time Protocol. This fixed the time drifting problem on the domain controllers and clients. Designed, developed and maintained Scopus (TLC) trouble ticket system.Created internal web sites for quick and easy troubleshooting tips.Provided training classes on Windows NT, handheld devices and wireless modems for executives.

Responsible for monitoring and analyzing network status events, effectively communicated and escalated problems to ensure quick resolution.Knowledgeable on the following: Lucent Autoplex 1000, 5eSS, IS-41 and Motorola EMX-2500 Transformed a disorganized, inefficient paper ticket system into a smooth-running operation by totally redesigning the layout using Paradox which automated the process and eliminated the paper.Created end of month reports on outages and others.Managed employees schedules and overtime.

Performed operations on Motorola EMX-2500 switch, cell sites, IS-41 Rev A, and Octel voicemail.