·Strong working knowledge of Albert Dashboard, Web Help Desk, LMI, and Menlo core values.·Answer customer phone calls to address technical questions, listen closely to customer concerns and quickly determine root cause of problems.·Communicate clearly with customers to set and meet expectations and provide reliable and timely assistance.·Work closely with system administrators, network engineers, field technicians, school staff and fellow help desk support technicians to ensure customer problems are resolved in a timely manner.

· Oversaw mainline operations including movement of freight rail traffic, planned work events, maintenance projects and safety issues.· Ensured safety of on track employees through the implementation and adherence to operating safety rules.· Communicated with field managers regarding delays to operating plan and planned recovery.

· Worked closely with Canadian Pacific and Kansas City Southern management to ensure equitable operations per Joint Agency agreement.· Performed safety audits and operational testing to maintain highest level of safety standards. · Provided feedback and coaching to employees as needed.· Managed employees to meet expectations of the daily operating plan.

· Supervised train crews and yardmasters to complete daily switching operations ensuring minimal dwell times and on time connections per operating plan.· Performed safety audits and operational testing to maintain highest level of safety standards. · Provided feedback and coaching to employees as needed.· Managed employees to meet expectations of the daily operating plan.

· Coordinated with Regional Operations Center and down line terminals to create a cohesive plan to maximize train speed over the subdivision.· Investigated and determined root cause for any accidents, incidents or injuries and created a plan to communicate findings and educate employees to avoid future incidents.· Determined customer needs through on-site meetings, telephone, and written communication and worked collaboratively with customers to provide highest level customer satisfaction.

Successfully completed intensive management training program consisting of classroom and on the job experience in various locations throughout the CN network.

· Responsible for coordinating the safe and efficient movement of mainline freight rail traffic.· Carried out specific operational instructions received from Chief Dispatchers, field and terminal managers.· Looked ahead to proactively determine potential delays and escalate to proper departments to maintain on time operations.