Lead a team of 4 Technical Analysts while providing phone and desk-side support for 1800+ end users across 150 locations. Maintaining support structure and providing Service Level Agreement reporting for the Information Technology Department. Specific Accomplishments:Maintain Support team staffing which involves recruitment, supervision, scheduling, training and reviewManage customer and leadership expectations via Service Level Agreement Manage TruckPro Support activities and serves as liaison to end users in field locations.Act as escalation point for missed commitments or unresolved incidents presented to the Information Technology departmentEstablish and document Standard Operating Procedures (SOP) for TruckPro Support DeskCoordinate internal Network Outage dashboard creation and maintenanceManage 24-hour on call support process Manage multiple projects through completion and implementation resulting in less network downtimeCoordinate new setup or transfer of network, telephony, and backup services for acquired retail entitiesCreate and maintain procurement /asset management process for computing and printing equipment provided to retail locations intended to reduce impact to businessCreate and provide software images to IT vendor partners allowing for faster computer deployment when neededCollapse two functioning help desks into one while maintaining support integrity for 150+ Assess, analyze and provide a baseline of standard processes, to drive process improvement efforts through call and ticket reporting

Provide Service Desk leadership and Service Level Agreement reporting for the Information Technology Department. Establish and maintain Service Desk support structure for over 4000 end users. Specific Accomplishments:Establish and enforce Service Desk service levels agreements Manage Service Desk staffing including recruitment, supervision, scheduling, and evaluationManage customer and management expectations through Service Level AgreementAct as first line of support for escalated Information Technology issuesEstablish and document Standard Operating Procedures (SOP) for Accredo Service Desk and all Medco corporate Help DesksProvide 24-hour support to end users Manage multiple projects through completion and implementation.Manage IT Customer Support activities and serves as liaison to end users in field locations. Review, develop, and help prepare user requirements for new systems or changes to existing systems and review major software changes/enhancements to field office softwareAcquire and manage contracts for temporary/outsourced Service Desk labor force

Support more than 3000 desktop and 600 laptop users across multiple pharmacies throughout the United States. Provide level one and level two telephone and email support for end users. Specific Accomplishments:Provide local and regional hardware/software support for internal systems.Administrator accounting applications maintaining an uptime of over 99%, i.e.: Great Plains, FRx and Fixed Asset SoftwareAdministrator for internet claims processing softwareAdministrator for the Service Desk ticket tracking software (Track-IT)Administrator for internal imaging softwareManage quarterly audit of software/hardware on all company computers

Information Technology; Supported 3000 plus end-users across 14 states, primarily in the Southeast and Midwest, including Milwaukee, Des Moines, New Orleans, Nashville, Jackson, Baton Rouge, Memphis, Little Rock, Birmingham, and Louisville. Helped to extend AT&T Wireless’ cellular service ensuring it reaches more than 200 million Americans.Specific Accomplishments:Key component in building the IT Help Desk from the ground up starting in December of 1999 Instituted process of user id request and distribution that met and exceeded SLA expectationsEmail Account setup and configuration (Microsoft Exchange 5.5)Managed account for the creation and deletion of employee logins for outsourced applications Assisted in testing of all company-wide application installations Coordinated and oversaw strategy meetings addressing design and implementation of projects Provided 24-hour support to all end users. Researched and planned for growth of company, including system resources and necessary manpower Certified Help Desk 2000 Professional

Provided first line hardware support for customers on the Gateway account. Provide guidance for other technicians serving as a team mentor. Specific Accomplishments:Team Lead / Mentor DeskProvide excellent hardware troubleshooting for customersGained strong knowledge of Microsoft products as well as proprietary applications.