Oversee the operations of the service desk, including ticket management, incident resolution, and service. request fulfillment while ensuring timely response and resolution of user issues and inquiries.Monitor and measure performance against SLA's to ensure service quality and customer satisfaction.Generate reports and dashboards to track user support performance, trends, and key performance indicator adherence.Allocate resources, including staffing, equipment, and tools, to meet service desk demands and workload requirements.Continuously review and optimize user support processes, workflows, and procedures while identifying areas for improvement, implementing best practices, and driving efficiency gains.Manage the incident management process for resolving user-reported incidents and service disruptions while ensuring incidents are logged, categorized, prioritized, and resolved within agreed-upon time frames.Lead problem management activities to identify root causes of recurring issues and prevent future incidents.Develop and deliver user training programs and documentation to enhance user knowledge and self-service capabilities.Monitor customer satisfaction levels through surveys, feedback mechanisms, and customer interactions.

Team Leadership: Lead and manage a team of IT professionals, providing mentorship, and guidance.Performance Metrics: Develop and track key performance indicators to assess the effectiveness of IT and security initiatives.Continuous Improvement: Foster a culture of continuous improvement and innovation within the IT department.Communication: Serve as a liaison between the IT department and executive management, effectively communicating technical information to non-technical stakeholders.Documentation: Maintain accurate and comprehensive documentation of systems, procedures, and configurations.Overseeing IT Infrastructure: Manage and monitor day-to-day IT systems including hardware, software, networks, and data centers.System Maintenance: Ensure all systems are updated, backed up, and operating efficiently.Strategic Planning: Develop and implement IT policies, strategies, and standards.Vendor Management: Negotiate and manage contracts with vendors and service providers.Technology Integration: Lead the integration of new technologies and system improvements.Budget Management: Develop and oversee the IT budget, ensuring cost-effectiveness and value.Project Management: Lead and coordinate IT projects to improve system functionality and security.

Project Management: Overseeing IT projects from inception to completion.Budgeting and Forecasting: Allocating resources and predicting future needs.Vendor Management: Negotiating with, selecting, and managing third-party vendors.Team Leadership: Directing and mentoring IT personnel.IT Strategy and Planning: Aligning IT objectives and strategies with company goals.Service Level Agreement (SLA) Management: Ensuring services are delivered as per agreed terms.Change Management: Implementing new technologies and ensuring smooth transition periods.Risk Management: Identifying and mitigating potential IT risks.

Responsibilities:Maintain essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware.Own projects, solutions, and key responsibilities within a larger business initiative.Handle business-critical IT tasks and systems administration.Research and evaluate emerging technologies, hardware, and software.Track and maintain hardware and software inventory.Analyze department needs, identify vulnerabilities, and boost productivity, efficiency and accuracy to inform business decisions.Ensure network components meet needs and work together seamlessly, using the full range of capabilities, and stay informed about new features and competitive solutions.Continuously analyze current process, technologies, and vendors to identify areas of improvement.Prepare cost benefits analysis reports when upgrades are necessary, continuously analyzing vendors to ensure they offer the best possible service and value for company needs.Train employees on both software and hardware, troubleshoot, and provide technical support when needed.Develop and execute disaster procedures, and maintain data backups.

Responsibilities:Planning, Design, Installation, Monitoring, and support of all Windows Server platforms, VMware, Simplivity, Hyper-V technologies, server management tools and server roles including AD, DNS, DHCP, IIS, SMTP, WDS, WSUS and corporate GPO. Architect in all phases of Active Directory Design and Administration, analysis, and monitoring at a highly technical level; analyze complex computer system requirements to provide integration and implementation support. Troubleshoot, manage, and maintains system performance. Monitors capacity versus utilization for hardware, system throughput, and licensing. Backup and recovery management including Veeam and Commvault applications. Recommend appropriate actions on a timely basis to avoid performance degradation and/or oversubscription. Implement security procedures through physical measures, OS, Application configuration, using industry security standards, administer standards, policies, and procedures in accordance with corporate and business objectives to improve system availability, reliability, recoverability, or manageability. Develop start-up and shutdown procedures, search for/apply corrective patches to operating systems and application software and develop operational processes/configurations. Process implementation in support of business initiatives.Skills:Project management and organizational skills to prioritize and deal with many issues at one time. Demonstrates analysis skills to ensure that solutions perform as expected. Able to collaborate and consult with other technical or development teams, on projects with ease. Ability to rapidly learn new technologies, tools, and applications related to job. Strong communication skills to relate to various levels of users and relate their needs to other personnel. Able to express technical idiom in an unambiguous manner.

Global IT Systems and Server Administration

• Organization and restructure of the North American domain forest.• Creation of all new domain user accounts, Troy facility.• Grant permissions for specified security groups to approved users and groups.• PowerShell scripting for reporting, ease of group creation and consolidation.• Maintaining and troubleshooting responsibilities of over 300 local user laptops and desktops.• Administrator of Mitel VoIP phone systems and voicemail server.• Knowledgeable in IssueTrak, Matrix42 ticketing software and asset management.• Creation of instructional documentation for processes and application knowledge.• Experienced in print server management including specialized Xerox configurations.• Lead in new hire orientations which includes live group demonstrations for all new hires.• Constantly researching new technologies and implementing new ideas and technologies into our existing environment.

• Administrator of software including but not limited to GagePack, PSensor, Admin Arsenal and Jira.• Setup and management of a WSUS server - Windows Server Update Services.• Responsible for maintaining in excess of 200 office environment workstations including laptops and desktop computers.• Managed the deployment of remote software and setup silent installation packages.• Deployment and initialization of OPTEL traceability systems for manufacturing production systems.• Responsible for all manufacturing computers, network systems and backup protocols.• Responsible for six network switches, two ShoreTel VoIP switches and 4 server environments.• Gained valuable experience with PeopleSoft, PeopleNet, SharePoint, OneNote, Intellex, Minitab, Webex, SmartCall, Adobe Connect and BMC service desk ticketing software.