Managed a team of 20 associates that provide support for 26k+ desktop endpoints. Defined the strategic initiatives for new endpoint hardware models and the post-pandemic remote computing environment. Defined and implemented process improvements for multiple facets of the firm to improve SLA attainment and customer service levels. Also responsible for vendor management of several technology vendors.

Responsible for hiring, training, coaching and discipline for all members of three teamsLed a team of analysts supporting over 1,200 retail locations with strong focus on premiere customer service, while utilizing metrics, KPI’s and SLA’s to exceed customer expectationsSupported all facets of the retail environment from POS, hardware, WiFi, A/VDeveloped and fostered a culture of delivering exceptional customer serviceChampioned multiple process improvements that decreased Help Desk call wait times 40%Streamlined and standardized incident management process, yielding MTR decrease of 25%

• Prepare and present complex written and verbal materials, including those articulating technical changes, to SVP's and C-suite• Partner with various functional areas and multiple IT disciplines to drive the organizational mission• Influence others from a leadership capacity, proactively building and managing strong working relationship within the enterprise• Develop the strategic vision and path for the department to achieve operational efficiencies and key process improvements benefitting the organization as a whole• Manage budget responsibilities, development of staff, resource planning and goal setting for the team• Provide guidance, career development support, and mentoring to technical team members to help achieve maximum individual potential• Led as a technology authority in the development and improvement of solutions to meet the growing needs of the organization• Responsible for the Project Management of all department owned projects and efforts

• Performed as a visionary and strategic thinker to develop the roadmap for departmental capabilities and needs as they related to supporting each business unit• Provide subject matter expertise to small businesses on LAN/WAN, security processes, operating system and hardware selection and configuration• Drive the continuous improvement of the organization by conducting business performance analysis against targeted indicators• Work with customers and business partners to understand the business needs and how technology can deliver improved processes• Utilize industry specific knowledge and adopt service improvement opportunities to yield quantifiable improvements

• Managed teams of up to 20 engineers and two project managers that delivered exceptional solutions for Infrastructure, Corporate and Retail Desktop Engineering• Directed numerous enterprise projects for infrastructure lifecycles and upgrades, OS upgrades, security patching process implementations, application development/implementation, AD redesign, as well as OSX management• Defined and enhanced project implementation processes for the department• Managed and coached team members to maintain a strict change management practice• Define and implement a process to analyze all new software requests for business justification• Coached team leaders in project management and vendor relationship skills• Reduced unplanned outages by 70% through leadership of the Change Advisory Board and Active Directory Change Review Board• Chair member of the IT Visionary Team that set strategic direction for the organization• Implemented policies and procedures to fulfill SOX, HIPAA and PCI compliance regulations• Designed and presented project status reports on high-profile projects to the SVP/CIO• Original member of the Security Awareness Team and the Computer Incident Response Team that were responsible for improving the corporate security and preparedness posture• Defined the standards and procedures for the Engineering Disaster Recovery Plan• Analyzed trending technology and the potential impact to the direction of the organization• Achieved 98% success in leading large-scale projects (on-time, on-budget)• Managed vendor relationships with large suppliers (Microsoft, HP, Lexmark, Computer Associates, Citrix, VMWare, and multiple MSP’s)• Mentored associates on inter-department relationships to improve the collaboration among teams within IT, while improving efficiencies in the process• Developed and maintained a strong, trusting relationship between the business units and IT• Identified, defined and implemented process improvements in many areas of IT

• Managed a team of engineers supporting infrastructure applications (scheduling, monitoring, AD, code deployment, software delivery, asset management, patching)• Performed the Project Manager and Lead Engineer duties for an enterprise-wide monitoring solution• Designed and integrated a “self-healing” functionality into our monitoring solution that allowed certain conditions to be automatically resolved without the need for human interaction• Design and management of a third level support team with expertise in Windows, Unix, Networking, and Mainframe to manage all trouble tickets and allow project engineers to remain focused on their assigned projects and deadlines• Contributed in the design and functional efficiency of a fully redundant, mirrored data center• Trained and coached staff in analytical thinking, analysis, and troubleshooting best-practices

• Supported all Windows servers in the environment from build to retirement• Performed root cause analysis for all outages impacting the production environment• Designed scripts and compiled code to automate bare-metal build, custom configurations, and automated support processes• Designed training materials and instructed classes for Level 1 and 2 associates on troubleshooting techniques, as well as information gathering as it related to trouble tickets• Maintained and supported infrastructure technology for all corporate needs• Implemented processes and procedures to comply with PCI, SOX, and HIPAA regulations

• Supported Novell, Windows, OS/2, and WAN for home office and nine branch institutions