Responsibilities include, but are not limited to:Oversee Helpdesk ticket queue and assign tickets based on urgency/impactAct as a specialized resource for addressing, troubleshooting, logging and resolving technical issues for executive staffOversee imaging and computer deployment operations for all FTE staff and contract staff.Oversee a team of Helpdesk technicians ensuring quality customer service and technical resolutions to end user issuesAct as the main administrator/engineer for the company’s implementation of Microsoft System Center Service Manger to include all customizationPrimary facilitator of the company’s Change Management process, to include running a weekly meeting of the Change Advisory Board, weekly pre-maintenance check in to check for impacts and overlaps in work being performed, and updates in Change Request statusDesigned the process for and act as primary on the company’s Major Incident Response process for Enterprise affecting outages and issuesOversaw the implementation and review of Customer Satisfaction Surveys that had been automated using Microsoft System Center Service Manager and SharePoint to gather data on end user satisfactionManager and lead technician on the company’s Helpdesk team providing service to four companies under the enterprises umbrellaWork closely with teams in Systems Engineering, Network Engineering, Information Security and Executive Support to deliver world class support 24/7, 365 days a yearProvide monthly statistical metrics gathered through custom reports from System Center Service Manager to include Incident, Service Request and Problem trends, status, SLA compliance and time to resolutionTrack and monitor all client PC equipment, peripherals and other components through their lifecycle to include warranty status, lease/own status, custodian and location

Responsibilities included, but were not limited to:Acted as a Service Delivery Manager within ITIL standards for the company’s largest accounts ensuring timely and accurate communication between both parties on all IT needs and outstanding issuesResponsible for all scheduling for field work for all field engineersResponsible for daily oversight of all tickets from all customer companies within the company’s ConnectWise MSP softwarePerform duties of a Service Delivery Manager for all customer companies with emphasis on in person meetings to discuss IT needs and address any service concernsPerform duties of an IT Project Manager, ensuring all projects for onboarding new customers and bringing their networks and systems up to standard were scoped properly and quoted with accuracy

Responsibilities included, but were not limited to:Work as an on call Network/System Engineer to field IT trouble calls 24/7 for customersWork as a System Administrator to maintain Microsoft Exchange and Active Directory accountsProvide IT services to various customer companies both remotely and on-site as needed across Western Washington StateInstallation of various network and server equipment at customer companies to include network gear, workstations, servers and backup systems

Maintenance of customer servers and networks

Responsibilities included, but were not limited to:Working at customer sites to install, configure and maintain IT and AV equipment including workstations, servers, routers, switches, HD Projectors and printersMonitor, delegate and analyze all incoming Service Requests to the Service Desk requiring daily oversight of over 300 issues Work on Cisco IP Telephony and Call Manager systems for the configuration of phones in an Enterprise VoIP environmentAuthored a Standard Operating Procedure for Service Desk staff detailing daily operations and proceduresAct as Inventory Control Officer to maintain an inventory of over $10 million in customer inventory stored at our company location for rapid deployment to customer sites across the United StatesActed as a Service Delivery Manager within ITIL standards for the company’s largest accounts ensuring timely and accurate communication between both parties on all IT needs and outstanding issuesDaily analysis of all departmental statistics, and addressing those that are not meeting the standard with individual techniciansResponsible for all scheduling for field work for the Service Desk staffSat on all hiring committees for the company for interviews of all technical staff

Responsibilities included, but were not limited to:Act as a technical liaison for the Sales staff, to facilitate sales of software through specialized support for high profile accounts such as Nike and Coca ColaMonitor, analyze and distribute all Technical Support questions arriving by e-mail for the department, and then assigning them to a technician whose skills match the issue reportedMaintenance of a Technical Support Intranet site containing knowledge base articles and informationSupervise five Technical Analysts in their daily tasks, as well as follow progress on all of their high profile issuesMentor and provide training for all incoming technical support representatives

Provide telephone support of checking and savings accounts to all customers of Washington Mutual in a call center environmentField on average 200 calls per day to address all manner of consumer banking needsMentor and train team members on proper call procedures, etiquette and technical tasks

Responsibilities included, but were not limited to:Direct supervision of 25 employees on a daily basis, as well as all interviews and hiring for the terminal’s package handler crewConduct the terminal’s daily package sort process, with an average throughput of up to 12,000 packages daily during the peak seasonVerify correct routing of all driver routes on FedEx routing software, correcting erroneous turn by turn directions and incorrect addresses on the fly during the package sort process.Provide daily reports to the regional headquarters on package delivery statistics, address corrections, lost packages and any complaints made by customers through FedEx’s toll free number

Responsibilities included, but were not limited to:On a team responsible for maintenance and quality control of all missile countermeasures systems for the Apache and Blackhawk helicopters for the United States Army’s 1st Armored Division in EuropeResponsible for the security of the section’s Technical Manual library with over 100 manuals, including top secret manuals Responsible for accounting for my section’s $3.1 million in tools and test equipment including over 5000 toolsCross-trained in several different areas of support for the Avionics Platoon of the company to include radar system, communication systems, avionics and guidance systems as well as missile countermeasures systemsSquad lead technician responsible for the quality control, teaching, installation and other maintenance tasks of 15 squad membersServed in a leadership role as a squad leader within the platoonTechnical liaison for missile countermeasures systems troubleshooting for other Army divisions such as the 1st Infantry Division when additional help was needed by other unitsServed as a mentor to subordinate soldiers within the platoon for technical and general Army common task training