I manage a service desk team that supplies all tiers of support to Cisco HCS solutions powered by a Geo-redundant world class Quad Core Network designed to service hundreds of thousands of clients with voice, video, and a wide range of collaboration solutions, in addition to adjunct applications. I manage personnel, run reporting and analytics while improving my department's approach to service delivery, alongside designing the tools and training that support our continuous improvement as an entity.

I am a intermediary between contacts from the Service Desk to our engineers and management, along with being a direct point of contact from our partners or clients administrative and technical staff for incidents, requests, and changes across the enterprise. Additionally I configure and modify our Service Now instances including advanced workflow configurations, automation, and customization that reach inside and outside the system to streamline user experience and back end processes that interface with our technicians, our partners, and our clients.I am also an adjunct applications administrator that manages instances of Calabrio (QM/WFM/CAS), XMediusFax, and eGain, along with being an internal administrator for multiple windows domains, Okta, Wordpress, and Duo-Dual Factor Security.I make some pretty incredible crepes too, just saying.

Working in the USAA Home office at the IT Service Desk. I also am an understudy to the Support Manager. I am responsible for performing daily, weekly, and monthly reporting, along with executive investor summaries, and crafting analytics to generate new support tools and formulas which will be used in analysis for exposure to problem management meeting members and IT division heads.