Customer ServiceProject ManagementNetwork and Systems EngineeringMentoring

Guided the team toward successful execution of store projects and ensuring a premier customer experience.

Guided administration, configuration, and troubleshooting for servers, networks, and systems as a cross-functional team leader, project manager, and liaison with senior leaders. Managed budgeting, service desk, applications, IT business strategies, vendor and stakeholder relations, continuous process improvements, backup systems planning, scope planning, and testing/user feedback. Led multiple teams to improve customer service and effectively solve problems. Collaborated with senior leaders, procured and managed technical resources and hardware, and managed backup systems.• Leveraged Azure to support Backups in PaaS used SaaS for multiple business functions.• Successfully reduced company IT spend by $1.2M by diligently managing contracts and vendor relationships.• Improved customer service through effective staff training, decreasing customer wait times by over seven hours per week.• Created and deployed Backup, Disaster Recovery, and Business Continuity plans, including implementation.• Increased customer approval by 15% for the Service Desk through staff training and mentorship.

Managed effective resource allocation and budgeting, service desk operations, application development, server and network environments, project management, and vendor/stakeholder relationships. Oversaw staff recruiting and training, IT infrastructure, process improvements, and delivery of excellent customer service. Led change management, Backup and Recovery system design, centralization and automation of systems, data center management, and policy development. • Implemented policies and procedures for change management, incident management, and problem management to align with best ITIL practices. This included forming the change control board and risk analysis teams.• Created a policy on documentation and work with several teams to create a documentation library from scratch.• Successfully built an IT team from the ground up, including a mentorship program and comprehensive staff training.• Reduced overall expenses by $700k and increased uptime from 70% to 98%.

Oversaw IT functions for 38 servers, 140 end users, and two remote sites. Managed network infrastructure upgrades, systematic network improvements, backup system strategies, and project management. • Successfully designed and implemented entire new infrastructure to increase uptime from 80% to 99.5% and backup, disaster recovery, and business continuity plans.• Documented environment and created change control policies.• Established an effective mentorship program to foster professional development among teams.

Led IT infrastructure strategies, network administration, design and implementation of IT strategies, and the on time and under budget delivery of key projects. Managed regulatory guideline compliance, customer and vendor relationships, cross-functional project manager collaboration, ERP/CRM migrations, server administration, and technical troubleshooting/resolution deployment. • Lead the IT team in the creation of JSOX compliant policies to include; documentation, change control, incident management, and service management.• Effectively overhauled all aspects of IT infrastructure and drove 400% growth over the course of four years.