Providing top tier customer support with network, software and hardware needs for a 1700+ user community. This includes troubleshooting minor to complex technical issues and seeing them thru to a satisfactory resolution. As a team member - I work to ensure a very high first call resolution rate and single point of contact for the best support paradigm. Litigation technology support lead liaison for trial prep, presentation, and demonstration. Single point of contact for executive training and departmental project audits. While utilizing effective interpersonal skills - I interact with other teams and IT groups to support, deploy, test, research, document, upgrade, set up and/or train on technical projects and business initiatives.

Program Director: Create/oversee/administer organizations programs - Develop/implement all guidelines/policies with the purpose of ensuring compliance operational and educational guidelines -Ensure companies vision/mission - Monitor program effectiveness and process improvements - Recruitment/training and resource allocation - Manage project budget - Secure donations - Promote service efforts - Develop/maintain community and vendor relations.Coach: Facilitate leadership coaching workshop for attendees - Provide senior coaching for soon to be coach graduates.

Providing management consulting for technology, marketing, team building and professional coaching.

I managed Help Desk projects (lifecycle, milestones, benchmarks, scope of work); Resolved basic to complex technical support issues; Provided remote support and training; Provided support to AFT Locals, State Federations, Staff and Affiliates; Provided training as needed on proprietary applications, software and new hire inductions; Single point of contact for support issues; Created/managed communication advisory process; Created training documentation and managed the documentation process; Developed/implemented operational procedures and marketing strategies; Assisted with organizing efforts; Collaborated with teams/staff/departments; Implemented methodologies for planning, execution, follow-up care; Developed/executed strategies to increase call center resolution rates; Ensured compliance with call center operations; Ensured technical objectives aligned with business/union objectives; Assisted with departmental plans in cohesion with organizing efforts and staff training; Established and maintained effective business relationships; Updated communication, knowledge base training content as needed; Developed and organized IT/AFT projects; Conducted trend analysis and management updates; Managed and trained on membership tools.