Managing selected libraries nationwide and overseeing the use of IT hardware and software within their Library Management Systems (LMS) and Integrated Library Systems (ILS). Coordinating with the IT Installation Team for new installations, preventative maintenance, hardware/software upgrades, and security device replenishment. Effective communication with departmental staff and upper management at each library is essential to address and resolve any issues that may arise.

Provided a roadmap for service excellence, managing 3rd party support vendors agreed to SLA’s and building KPI’s to exceed company’s’ satisfaction. Led the technical support team providing elite service to corporate and remote users across the nation. Inventory management and procurement of existing and new equipment dispersed within the company. Elevated IT Staff in continuous improvement and provide building blocks to excel in organizational skills and teamwork.

Delivered a individually tailored and superior customer experience with regard to the integration and networking of all high-tech equipment and to fulfill all aspects in the installation and/or service of all equipment with the focus on excellent customer service in the dental professional’s office.

Provided top notch support for new and existing members. Created new profiles and build hardware to users need/wants. Resolved all inquiries immediately and follow-up on reported incidences. Troubleshoot and perform maintenance on supported systems, applications and third party products for optimal performance.

Delivered on the spot support for Onboarding and current employees. Upgraded present employee's hardware to Windows 10. Addressed and resolved current conflicts with end user. Strategized and executed wireless upgrade in shared office building to maintain constant flow of wireless connection shared by multiple users. Properly inventory dated computer equipment to safely be disposed of.

Provided 24/7 top tier support for President’s Club members, the top earners in the company and top tier support for employees designated as VIP. Logged/documented all inquiries reported to the President’s Club Support email address and hotline and VIP designation with the goal of resolution on first contact. Provided initial responses to all inquiries within a 15 minute time frame. Followed-up on previously reported cases which have been escalated to other support teams to ensure they are being responded to and resolved in a timely manner. Kept peers and clientele informed of trends, significant issues, and unexpected delays to support request. Performed desk side support for any President’s Club/VIP members located at our corporate location. Performed level one, two and three software support and administration for third-party products. Troubleshoot basic and advanced problems with supported systems and applications - identify, explain and resolve problems. Adhered to and recommend improvements to the operational environment based on a working knowledge (e.g., jobs, schedule, hardware, software, etc.) Maintained standard operating processes and procedures. Assess and provide support in a dynamic environment. Provided top level customer service when interfacing with all employees.

Managed numerous responsibilities including receiving and distributing heating and cooling products to multiple warehouses and inventory inbound/outbound counts. Troubleshoot and maintain cloud server, train co-workers on new platform. Resolved technical issues using advanced help desk support ticket system.

Monitored a finite number of specific commodities and securities by maintaining close surveillance of traders in this agricultural and financial exchange. Recognized by management to monitor trading and enter data on other groups of securities. Trained new employees in learning about specific markets.