• Manage 24/7/365 helpdesk operations, including SLA management, escalation support for IT Specialists, adherence to Solari policies, and reprioritization of emergent incidents.• Perform active leadership and general support during peak business hours.• Benchmark, analyze, report on, and make recommendations for the improvement and growth of the Technology infrastructure and systems.• Direct research on potential technology solutions in support of procurement efforts.• Keep current with the latest technologies, particularly those in healthcare.• Assist management with all Technology vendors and respective service level agreements.• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all end-user systems.• Oversee provisioning of end-user accounts and services (EHR, Telecom tech, MSFT Entra, AD on-prem, Exchange (both on-prem and cloud), O365, etc.)• Practice asset management for all hardware, software, and equipment.• Manage Technology Support staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions including the ability to mentor IT staff on how to take ownership of the helpdesk ticketing system, company policy and procedures, and train staff on company-specific software tools.• Oversee system imaging processes, including management of tools and images, new hire onboarding equipment distribution, and termination practices.

• Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance.• Contributed to improved asset management and information security initiatives.• Collaborated with management and staff to provide technical assistance for continuous improvement of IT solutions.• Hired, trained and developed dynamic and accomplished team of IT professionals.

Managing and supporting a team of help desk technicians.Mentoring team, providing training, and conducting performance evaluations.Monitoring team performance and developing feedback reports for management.Communicating with clients and providing in-person and phone support, if required.Troubleshooting and resolving technical issues.Managing escalations and ensuring any issues are resolved in a timely manner.Making recommendations to improve operational efficiency.

Incident Management – Ensure incident response and resolution occur within Intel's standards and guidelines using ServiceNow.Continual Service Improvement – Accountable for driving operational improvements and efficiencies. Provide feedback and collaborate with (Infosys) ITIL process owners, CompuCom leadership and Intel Sponsors on design and implementation of core processesAsset Management- Laptop/PC testing for functional reuse or disposal keeping stakeholders (Intel's) new Laptop/PC procurement lowLaptop/PC Deployment- Imaging testing and deploying end-user requested laptop/pc with requested specs. ensuring delivery within SLA.User account management- changing, updating and creating user passwordsPhysical asset security- Ensuring asset security by removing and storing all SSDs under lock and key. Assisting with monthly Laptop/Pc audit.

responsible for receipt, analysis, documentation, escalation, and resolution of customer issues and requests related to services delivered by OneNeck. monitors and reports on customer systems and networks using various monitoring tools. Problem solve and deliver solutions to customer issues within SLAs to provide best in class customer service.Issue and incident documentation in Cherwell ticketing tool.Provide top-notch customer service via phone, email and chat in a service support center.Escalate and partner with engineering teams to resolve customer issues.Monitor enterprise systems through monitoring software (Nagios and Nimsoft).Account management through Active Directory for customer environments.Dynamics AX and Baan ERP support.

• Communicating with clients and providing in-person and phone support, if requiredTroubleshooting and resolving technical issues• Managed user access, setting permissions, investigating issues, and restricting unauthorized personnel.• Diagnosed issues with software and equipment using software systems and different troubleshooting techniques to locate root causes.• Incident Management – Ensure incident response and resolution occur within SLA