Acco Brands Inc, Lincolnshire IL (2010-2013)(System Support Manager)Provide leadership to technical support engineering team across United States and Canada. Manage individual and group performance utilizing different reporting tools. Team member of cross functional IT teams involved in Enterprise wide projects. Improve IT support services to better customer experience and ensure SOX compliance. Participate with different support teams to maintain enterprise hardware and software environments. Synchronize support across Europe, Asia and Australia divisions. Work with senior management to discuss support metrics and trends.Highlights:• As Project Manager for service desk globalization project, planned and merged standalone service desk environments into a centralized support desk that resulted in reduced incident resolution time, increased customer service and 1st time resolution by 10% and transformed into a 24X7 Support Desk.• Mead Integration Project – Planned and implemented integration of newly acquired company (MCOP) into ACCO support environment to provide streamline support to new user base.• Project team member to implement incident procedures and processes for IBM team to support Oracle application.• Transition manager to transition IT Support operations over to Computer Science Corporation.

Lead System Support Analyst (2006-2010)Coached and mentored support engineers with complex issues. Provided leadership to Level I and Level II engineers with day to day activities. Administered File/print, Blackberry and applications servers. Provided administration of OU’s, resources, distribution lists and group policies on Active Directory using Quest tools server in multi-domain environment. Served as the Go to person on escalated issues and assisted technical support engineers to drive resolution. Served as a primary support individual for MAC environment.Highlights:• Selected as IT Project Lead that designed and deployed File Maker Pro 10 Advanced server and clients for marketing department in MAC environment.• Designed, developed and implemented SharePoint document repository for Support Engineers.• Part of implementation planning and implementation team that rolled out windows 7 upgrade for company sites across North America.• Selected as Project Manager for the conversion of support magic incident management system to BMC remedy ITSM. Designed and customized Remedy System to business requirements based on ITIL standards.

Provided troubleshooting and resolution of End User software and hardware issues. Worked with users on VPN connectivity issues by troubleshooting user private networks. Administered several images for different Dell and HP computers. Participated in several major enterprise upgrade and migration projects.Highlights:• Managed migration of GBC headquarters from Northbrook to Lincolnshire.• Project manager to implemented Kronos HR web based payroll system throughout company.• Converted AS/400 label printing to TCP/IP based printing in manufacturing and DC’s across U.S.• Upgraded desktop environment from W2k to Win XP along with standardizing hardware across the environment.• Implemented Citrix environment for 125 call center employees.