• Led the onboarding process for new clients ensuring a smooth transition and successful adoption of services.• Built and maintained strong relationships with a portfolio of 12+ clients, serving as the primary point of contact for all inquiries, issues, and feedback.• Proactively monitored customer health and SLA metrics, identifying opportunities for upselling and cross-selling additional products or services.• Collaborated cross-functionally with sales, product development and managed services teams to align on customer needs and priorities, resulting in increased customer satisfaction and retention.• Implemented strategic success plans for each client, outlining goals, milestones, and key actions to drive successful outcomes.• Conducted training sessions & provided resources to help clients maximize the value they derive from our services.• Gathered and analyzed customer feedback to continuously improve products, services, and processes, resulting in enhanced customer satisfaction and loyalty.

• Primary interface for 250+ clients, and recognized SME within the company for T3 IT Helpdesk support.• Responsible for onsite\remote support and administration of client hardware, VMware client connections, proprietary software, VoIP phone system, mobile phones, printers, scanners, copiers, badge system, audio\visual equipment, and computer peripherals. • Routinely exceeded call-handling metrics, with an average 6.75 minute first-response time, based on a YTD total of 3807 tickets. • Effectively handled competing priorities and sudden deadlines with patience and composure. Worked with IT team to expedite resolution of urgent priority issues.• Commended for excellent customer service skills, effective communication, and identifying the best solution for all levels of client knowledge. • Established and maintained client and IT instructional guides for VMWare environment and third-party applications. • Direct report to CIO.

• Provided direction and support for improved efficiency on resolving Helpdesk ticket\requests.• Expedited the resolution and closing of outdated, unseen tickets by contacting users, investigating initial issue, and providing reparation to client.

• Promoted to IT Helpdesk Manager after 3 months (February 2010). • Researched, identified and carried out improvements with sales team’s cellular service, resulting in a 39% reduction of monthly rates, enabling addition of unlimited minutes, texting, & increased data allowances. • Effectively managed IT staff, & worked closely with IT Director and Infrastructure Manager.• Provided weekly status reports to IT Director, maintained accurate and up-to-date inventory of hardware\software resources, including IT purchase and delivery of open projects. • Monitored ticket\project queues, and delegated projects to team members according to area of expertise. • Negotiated with IT vendors for competitive pricing on hardware, software and SLAs.• Hands-on manager providing direct client support for escalated technical issues.• Performed upgrades, repairs and maintenance on PC-related hardware, software and peripherals.• Developed individualized support\training guides for departments, empowering users to self-serve their common technical issues\questions.

ANALYSTS INTL HQ Auburn Hills• Database Admin\Project Manager for Service Desk Tracking Software. • Design\configure SQL DB front-end for client portal• PM on RFQ for client account and Internal Planning Project.BORGWARNER INC., Auburn Hills• 4 year onsite assignment involved LAN\Wireless Network and VPN support, migration and continued support of client mailboxes and DLs with MS Exchange.• Managed Digital Signage project, including deployment and content creation using Scala InfoChannel.• Ordered, configured and supported technology software, hardware and peripherals. HAYES-LEMMERZ HQ Northville • Lead contact at centralized call center for Hayes-Lemmerz worldwide.PLYMOUTH/CANTON SCHOOLS Plymouth • Managed telephony deployment of 300+ Cisco IP Phones.• Cisco Call Mgr: Designed and implemented phone configuration templates and configured client switches.DETROIT COUNTRY DAY SCHOOL Beverly Hills, MI. (5-year onsite assignment)• Member of onsite project team implementing the first student computing program which included imaging, testing and the deployment of 1200 laptops. • Developed and executed mandatory laptop\application training for all students\parents at receipt of equipment. Aided faculty with incorporating technology into their curriculum.• Primary IT support and trainer for faculty and administration on all four campuses. Individual and group training offered to accommodate their schedules.• Developed and conducted a Computer-Skills course for Upper level students new to DCDS. LEAR CORPORATION Southfield, MI. • Domain Administrator for secondary support on Novell\NT LAN, WAN, PC\Host connectivity.• Train clients on Lear’s AS\400 B-Req system.LEAR CORP, GERMANY. Relocated to Ginsheim-Gustavsburg, Germany• Relocated to Germany for 13 months as member of onsite Central IT Helpdesk Support Team.• Email Administrator for all Lear locations in Central Europe.

• Promoted to Training Manager October 1994.• Direct report to CEO. • Led interview\hiring process of trainers and managed training teams for MI franchises.• Developed and implemented an innovative salary structure for trainers, significantly decreasing employee turnover. • Conducted software training courses for customers of varying skill levels and job titles, based on client needs. • Awarded ‘Trainer of the Month’ multiple times, based on client reviews.