• Setup warranty reimbursement account with Lenovo, resulting in increased revenue for the company• Setup and vet 3rd party non warranty parts procurement company• Manage & Lead a Team of Technicians across 5 - IT support towers• As many as 40 Direct Reports across 4 States• Mentor/Guide/help Technicians with training• Finding inefficiencies and write numerous processes for efficiencies• Point of contact for escalations and questions• Logistics for parts ordering (new model stock)• Monitoring my team's performance• Conducting group and 1:1 meetings with my team members & Leads • Reviewing metrics, providing feedback on work & soft-skills or technical topics• Ensuring that customer issues are handled appropriately by our Technicians• Manage the whole end to end process for incidents, requests, and escalations• Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information• Act with a sense of urgency Execution of server, laptop, desktop, and printer hardware support• Accountability in delivering computer support within a service-level agreement (SLA)• Managed second level hardware support; delegation of onsite support to technical teams as well as assignment and administration of tickets along with preparation and review of performance and open call reports• Managing parts inventory amounting to more than $750K• Technical proficiency in administering ticketing systems including Service Now/ITAM, Remedy, Clarify/Clearvision, Phoenix, and SIMS• Serving as the go-to advisor for technical processes and procedures• Timely solution of parts and logistics bottlenecks using proactive coordination with logistic analysts and technicians• Authored an Engineer’s Guide for technicians providing step-by-step repair and troubleshooting processes, thus enabling them to efficiently accomplish onsite tasks

• Support for computer hardware and network printers• Hands-on leadership in providing support for computers, network printers, scanners• Processing trouble tickets through Peregrine Service Center and Manage Now• Offering strategic leadership and mentor-ship to team leads regarding new processes and procedures• Management of technical challenges within set time frame while handling escalated issues as well as monitoring of spare parts inventory logistics totaling more than $100K• Spearheading numerous projects as well as tasks and priorities in compliance with all service level agreements (SLAs)• Driving efforts during the successful relocation of computer equipment for more than 500 people and various business lines, encompassing IB technology and commercial loans, fraud, and mortgage banking services