• Provide day-to-day leadership of the IT walk-up support and desktop support services • Formulate innovative solutions for acute and chronic technical and customer service issues for the Marriott end-user community, desktop support, and the IT walk-up service• Train, develop, mentor, motivate, and retain a staff of highly skilled professionals; evaluate, manage performance feedback, and provide training and professional development opportunities to help individuals reach their full potential • Implement ITIL best practices and develop standard operating procedures that promote efficiency and communication while enhancing the end user experience• Develop and deliver against key performance indicators and resource plans, research best practices, seek continuous process improvement opportunities and ensure high level customer satisfaction • Collaborate with customers, stakeholders, and service providers to create and deliver services that meet and exceed the needs of the business • Build, leverage, and maintain effective alliances across technical and business community to ensure service continuity

• Achieve the highest quality of operational service delivery by providing process governance and improvement strategies for incident management, service level management, request fulfillment, and continual service improvement based on ITIL best practices • Reduce IT service delivery costs, enhance operational efficiency, and improve customer satisfaction by using CMMI to define process objectives, analyze and fill process gaps, streamline, monitor and report on process maturation • Work collaboratively with IT Operations, Desktop Support, Service Desk, and Network Infrastructure teams to manage business aligned IT services and service level management, and to facilitate day-to-day activities ensuring excellent service delivery with a focus on enhanced end-user support• Work with management to determine CSFs and develop KPIs to report progress and identify areas for improvement• Develop training and presentation materials and conduct training on use of Service Now system to increase customer knowledge and satisfaction • Provide process expertise and actively participate in the review and development of Service Now enhancements, deployments, and upgrades• Increase customer satisfaction by performing stakeholder management activities to identify concerns and issues with processes and keep stakeholders informed about solutions being developed

• Managed 24 support technicians and 2 technical support managers in multiple locations, including recruitment, supervision, scheduling, evaluation, mentoring, coaching, and career development• Streamlined and maintained service desk and desktop support operating procedures according to ITIL best practices• Conducted weekly 1x1 and daily stand-up meetings with staff to discuss call stats, ticket details, call quality standards, daily activities and trends, which significantly improved technical support• Ensured that the handling of incidents and service requests met or exceeded customer expectations and provided escalation support when needed• Optimized service delivery by creating incident, service request, problem, and major incident management procedures, and collaborated with technology leaders to create asset, release, and change management procedures• Decreased recurring support issues by working with problem management and technology teams to perform root cause analysis and implement solutions• Reduced system downtime by serving on the Change Control Board and ensuring that all change requests were submitted, validated, reviewed, and approved according to standard operating procedures• Established a business partnership with stakeholders that increased customer satisfaction and engagement by conducting monthly stakeholder meetings to discuss support issues, trends, new initiatives, and accomplishments • Measured improvement by generating daily, weekly, and monthly metrics for calls handled, average speed of answer, average handle time, abandon rate, first call resolution, ticket closure rates, etc.• Produced ITSM Roadmap to provide strategic direction to ensure continual improvements in service delivery • Achieved excellence in customer service through regular reinforcement of customer service principles and values, trainings, rewards, and week-long Customer Service Week celebrations

• Established, managed, and maintained service desk operations according to ITIL best practices• Created SOPs for handling of service desk incidents and requests, loaner equipment, and ticket escalations• Managed service desk queues and ensure efficient handling of support of incidents and service requests.• Created and implemented Service Level Agreements (SLAs)• Managed all aspects of Windows 7 migration for staff of 600+• Managed a team of 4 migration technicians • Created documentation including staff communication, tip sheets, configuration instructions, and training materials• Implemented processes for scheduling, assigning hardware, configuration, deployment and post-migration support• Managed the efficient testing of all company software prior to Windows 7 deployment• Worked with network engineers to report, remediate, and resolve technical issues• Conducted weekly meetings with IT management to report project status

• Established, managed, and maintained service desk and desktop support operations according to ITIL best practices Managed support technicians, including recruitment, supervision, scheduling, evaluation, and coaching• Oversaw the efficient handling of incident and service requests and served as tier 3 escalation support • Established/maintained metrics required to measure and determine operational readiness of the service desk and analyze service desk performance through various statistical and reporting methods• Analyzed incident trends and researched and recommended new products and services to address recurring issues• Developed and maintained Service Level Agreements (SLAs) to define requirements and expectation, ensure quality service delivery, and measure performance• Provided data and reporting of KPI’s and trends to IT Management in ad-hoc, weekly, and monthly meetings• Based on feedback from surveys, implemented methodologies to improve first call resolution, manage customer perceptions, and build strong client relationships• Designed and implemented strategic plans to make certain IT infrastructure met existing and future requirements• Developed and managed IT and capital budgets and cost benefit analysis for IT projects and solutions • Worked closely with stakeholders in other departments and IT senior management to gather requirements, identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization• Published quarterly newsletter for staff with IT updates, projects, tips and other useful information • Oversaw negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements• Developed and implemented all IT policies and procedures, including those for architecture, security, disaster recovery, inventory tracking, purchasing, and acceptable computer use

• Oversaw all system administration of Windows servers, Storage Area Network (SAN), firewall, switches, routers, network printers/scanners, and other peripherals• Managed IT staff, including recruitment, supervision, scheduling and evaluation• Installed, configured and maintained complete Windows Server 2003 infrastructure including File, Print, Active Directory, DHCP, DNS, Terminal Services and VPN, Exchange 2003, OWA and ISA servers, RIS and WSUS• Installed, configured, and maintained VMware Virtual Infrastructure• Provided second-level helpdesk support and oversaw helpdesk tracking system • Performed network monitoring and evaluation to identify problems and ensure high availability of network services• Maintained and managed relationships with network, phone, copier and other IT vendors• Established and enforced network security policy to provide proper use and protection of corporate computing assets• Ensured that security protocols were established documented and implemented to protect company data and assets• Established operating procedures and created technical documentation for other technical support personnel

• Oversaw all aspects of technology including managing the helpdesk, maintaining servers, desktops, laptops, copiers, printers, scanners, Blackberry PDA’s and PBX telephone system• Administered Windows 2000, Exchange 2000, Solomon, Castelle (fax server), Blackberry Enterprise Server (BES), Sonic Firewall and Citrix MetaFrame Remote Access servers for headquarters staff and 10 overseas offices• Attended weekly senior staff meetings to communicate ongoing IT project status and to update management on IT hardware, software, network trends and best practices• Established and maintained relationships with hardware, software and AV equipment vendors• Traveled to overseas offices to perform server and computer upgrades• Prepared technical training presentations and weekly tips for staff to optimize use of technology• Produced a complete manual of Information Technology Policies and Procedures to ensure disaster recovery, network security, e-mail and internet guidelines, and proper hardware/software procurement and use• Prepared and managed annual IT budget and strategic plan to ensure full ROI for technology purchases• Prepared technical RFP’s when seeking new vendors for various projects