- Provides strategic leadership within their MSDC and is responsible for driving and owning the MSDC roadmap and strategy. - Owns responsibility for developing skills and capability within their team, resource forecasting, cost and budget management, BCP, CDP, facilities, MIM and people management.- MSDC leads are responsible for engagement scores within their MSDC across all teams.- Operations Lead for Charlotte Office. - Change Manager: Lead Change Management Team for coordination and implementation of all changes in the client environment. Lead CAB process. Define new processes for the change team. Manage global team members. Quarterly Review and update of Change Management SOP

- Provides strategic leadership within their MSDC and is responsible for driving and owning the MSDC roadmap and strategy. - Owns responsibility for developing skills and capability within their team, resource forecasting, cost and budget management, BCP, CDP, facilities, MIM and people management.- MSDC leads are responsible for engagement scores within their MSDC across all teams.- Operations Lead for Charlotte Office. - Change Manager: Lead Change Management Team for coordination and implementation of all changes in client environment. Lead CAB process. Define new processes for change team. Manage global team members. Quarterly Review and update of Change Management SOP- GCC Manager: Manage global team members. Quarterly Review and update of MIM SOP. MIM lead for all P1 incident: Coordinate Resources for faster P1 resolution.

- Technical escalation resource for NOC team that supports 3300 servers with 1.3 million seats of Exchange, Lync and SharePoint for 100+ customers (versions 2003-2013)- For Exchange: Troubleshooting End user Login issues, Mail flow issues, Database dismount issues, etc.- For Lync / Skype: Troubleshooting user login issues, Federation issues, one-way IM issue, degraded voice quality issues, etc. - Support of highly available Windows Server 2008 and 2012 clustered environments, - Active Directory, F5 and Barracuda devices, SQL server (2008+), and Symantec Enterprise Vault (10+)- Support of NetApp, EMC, and Nimble storage devices- VMware and Hyper-V virtualization, and other related collaboration and conferencing technologies- Maintained a high level of customer satisfaction

Responsibility ranged from new workstation setup to rebuilding failed server. Experienced with Windows 2000 to Windows 2008. Creating new accounts as well as groups. Creating new distribution lists. Managing exchange mailbox’s. Managing user blackberry’s in BES SBS as well as BPS. Experience in Cisco Call Manager as well as unity voice mail. Setup Sonicwall firewalls. Hardware replacement in both desktop and servers. Primarily worked with Dell PowerEdge servers. Experience with Symantec BackupExec for backup and data recovery. Experience with Acronis True Image server for backups and Data Recovery Experienced with virus removal at service level.

Tier 1 to Tier 3 help desk support. Responsibility ranged from new workstation setup to Citrix management. Experience in Windows Server 2003 include new server rack mounts, fresh install of windows, working with the team to resolve issues, proactively looking for problems. Active Directory experience includes new user account creation, profile resets, security and access group creation as well as management. Citrix Presentation Server 4.0 experience includes working with Citrix Management Console to publish applications to a specific access group from Active Directory, assisting internal and external users with any issues that may arise. Installing Outlook, configuring for exchange users, teaching users how to archive needed data. Assisted in creation of computer images with Symantec Ghost that can be utilized for mass deployment with ghost cast. Minor E-Discovery work in Concordance experience by adding users, assigning field and menu rights. Hardware break/fix, new server rack mounts, processor and system board replacement on HP Blade servers.

Responsible for the day to day operations for the Technical Services Department. Ordering/Returning parts, Maintaining Speed of Service, Ensuring Customer Satisfaction. Manage the sales and merchandising activities of a CompUSA Store to include the promotion and sales of technology and services, sales enhancement and customer service activities.Managed Department P&L Statement Ensure that all Sales Team Members are trained and aware of the store's customer service policies. Drive sales volume and margin through active involvement with customers and Team Members on the sales floor. Audit sales and recap sales with Sales Team Members. Worked for 6 years as a Technician. Was responsible for repair of customer as well as store owned Machines. Provided Hardware repair and troubleshooting support in addition to software repairs and support. Replaced motherboards, processors, hard drives, and other components. Provided phone support to customers that have problems with their printer’s laptops and PCs. Made sure customers understood how to install and wire networks and printers. Spent around 1 year as a field technician going to various customers to install their networks and to hook up their printers. Provided disaster recovery of end user data when possible. Maintaining store network when necessary. While in this position became A+ certified in addition to gaining 2 HP SPNs and Compaq certifications.