Champion the team to consistently accomplish organizational and corporate goals, as measured by consistent adherence to Service Level Agreements; continuously meeting team targets and deadlines as outlined by customer needs. Initiate a climate of respect, open dialogue, encouragement and recognition among the team – leading to greater team productivity and job satisfactions, as demonstrated by highly positive customer feedback and an improved employee retention rate.Select Contributions:  Unified and steered a team of 8 service desk analysts to deliver high-quality customer service to 2500+ employees across 72 branches, and 48 states. Implemented Helix RemedyForce ITSM Software for Incident tracking with CMDB asset management. Modernized and continue to elevate Service Level Agreements to increase performance of team through effective KPI’s. Facilitate product management for the main ERP program Agility including internal CRM Software.

Hold responsibility for the management of IT staff including training / coaching employees, communicating job expectations, and the administration of performance evaluations. Hands-on participation in all hardware and software evaluations. Accountable for maintaining vendor contracts.Select Contributions:  Orchestrated the planning and execution of major IT projects including systems updates, upgrades, migrations and outages. Maintain and document the network infrastructure, server infrastructure, and desktop/laptop computers at a level of functionality and security. Maintain equipment/data/software availability and disaster recovery; provide system administration, diagnostics and repair of network equipment, firewalls, computers, printers, scanners, photocopiers, communications, televisions, and ancillary equipment. Engage in ongoing communications with peers in the Systems and Networking groups as well as the various business groups to ensure enterprise wide understanding of IT goals, to solicit feedback and to foster co-operation.

Conducted Security and Event Management using the RSA Security Analytics Suite. Daily monitoring and remediation of patch management systems operation and enterprise Antivirus and Anti-SPAM system findings. Performed vulnerability scans and analyzed results while also maintaining Intrusion Prevention system. Supported remote access VPN and encryption systems and provided operational support to firewalls and ACL as well as daily syslog analysis. Select Contributions:  Employed security policies, procedures, and best practices that played an integral role in achieving compliance with PCI-DSS, SOX, and other regulatory requirements. Yielded a stronger company security posture through the testing, identification, and implementation of suitable software and hardware. Collaborated with network administrators regarding the maintenance and improvement of SharePoint and AD security groups. Full accountability for ensuring the Information Security knowledge base of threats, patches, trends, and risks was constantly updated with relevant and current information.

Functioned as service desk team member handling technical assistance requests from onsite and field employees related to Active Directory accounts, advanced OS and networking Issues. Monitored remote locations’ networking equipment and supported products including: Prelude (Unix) | Project-X (Windows/Java) | SharePoint | MS Office.Select contributions:  Exercised early leadership skills while serving on Advance Response team as primary contact and liaison between site and Sprint to diagnose and repair router and switch stability. Consistently maintained maximum ticket triage / closure and held the record for highest number of tickets prioritized and closed in a one-month time.