Functions as the Global Service Desk Manager for a large shipping and logistics company. Provides around the clock support for all locations in the business while driving continuous improvement of KPS and SLA. Managed daily operations overseeing the daily operations of the service deskManaged assets, asset management systems, procurement, and budget for all IT needs for entire companyLead the service desk team in ensuring they are effectively addressing the issues and needs of the businessImplemented, managed, and improved d the KPS and SLA initiatives for the businessEnsured excellent customer service and first call resolution for user or site issuesLead global IT projects accomplishing:Windows 11 Update to over 1,000 devicesImplemented and developed standardization of process for workstation imagingMigration of 700 users to new VDI environment while ensuring day to day was not impactedImplemented and developed, and refreshed new image and hardware for tablets for independent contractors for our shipping fleetLead weekly stand ups and level 10 meetings with the IT Ops teams and business.

Provides support for several facilities and plants across the globe. Serves as lead resource on service desk for complex technical escalation issues.• Organized and lead daily stand-up meetings with team to review and maintain team priorities• Onboarded and trained new technicians to operate in our service desk environment• Ensure all help desk tickets are researched and resolved by team while meeting SLAs• Document and implement new IT processes while updating our current knowledge base with updates and changes• User access provisioning from creation and termination within multiple systems such as: exchange, active directory, office 365, SAP, ERP, Oracle, and human resource applications• Audited termination tickets for completion and accuracy to ensure SLA and SOX requirements were met• Identify areas for improvement across service desk processes with a focus on Sox compliance • Assist local plants in troubleshooting critical production equipment in high pressure production outages• Troubleshoot and resolve complex technical issues quickly and accurately within all levels of the organization ranging from company president to factory workers. • Navigated and worked in production factory environments while maintaining and following all safety protocols• Image and migrate new user machines remotely while navigating the complex work from home structure due to COVID. • Support VPN for all remote users via RSA administration and Office 365 MFA\• Monitor and report network status via solarwinds utilities

On site escalation contact for Cleveland office in a fast-paced office setting. Assisted the global help desk with escalation calls for all types of issues.• Functioned as the lead IT resource for the office specializing in dealing with VIP managers and high-profile clients while maintaining the upmost discretion• Created, reviewed, and maintained knowledge base consisting of SOP’s as well as ticket troubleshooting documents• User access provisioning from creation to termination within multiple systems such as: exchange, active directory, office 365, SAP, ERP, Oracle, and human resource applications• Assisted day traders in resolving complex issues in time sensitive high-pressure situations• Processed and maintained user file access requests in Active Directory while following strict auditing guidelines• Maintained personal ticket queue with strict SLA requirements while striving for first call resolution• Functioned as team resource for leadership and guidance while serving as an escalation point for complex technical issues• Support VPN for all remote users via RSA administration and Office 365 MFA• Image and migrate new user machines remotely while navigating the complex work from home structure due to COVID.

On site escalation contact for USA service desk. Functioned as a project manager for technical projects and resolving complex technical issues spanning multiple systems and departments such as: Accounting, Engineering, Production, Police Department, and Human Resources• Lead the Cleveland help desk handling escalated support issues for hardware, software, peripherals, and operating systems.• Manage major projects for system refreshes, printer deployments, software distribution, and asset management.• Analyze existing processes to streamline operations, creating new processes as appropriate• Integrated current intranet site to local Sharepoint site for all departments in Cleveland which included: template creation, site integration, and training of management for maintaining site.• Assisted in developing and rewriting Standard operation procedures for interdepartmental policies.• Collaborates with business, IT teams, and Management to research and resolve complex business and technical issues• Assisted users in configuring and setting up Multi-factor authentication to stay in compliance with security policies for VPN access as well as external email.• Maintained budget, stock, and analyzed needs for Cleveland hardware assets within company needs• Communicated clearly with multiple departments within the organization of process updates and changes.• Mentor and trained other engineers with varying knowledge and expertise.

Solely responsible for the creation, maintenance, and distribution of information related to computers systems, in addition to, program management and test coordination responsibilities.• Analyze and assemble customized computers to suit business needs in both personal and enterprise environments.• Procure, purchase, and deploy all IT hardware and data preservation technologies• Install, organize, and maintain end user work stations and inter-related hardware and software including printer support.• Install, configure, customize, and support specialized client management system software to meet strict data controls for the U.S Department of Housing and Urban Development.• Prepare systems and network for Office 365 implementation.• Proactively seek out and resolve problems via researching daily server event logs.• Provide executive-level support to the Board of Trustees and provide technical recommendations as needed.• Manage, develop, and implement global policies over an office domain.• Manage foreclosure counselors and cases to ensure program success.• Create and implement internal procedures as well as improve existing procedures to maximize results.• Conduct and coordinate covert investigations to detect and uncover illegal housing discrimination.