• Interviewed, On-boarded, Arranged Training and Managed 4 Teams of 60+ Third Party Contract Technicians supporting 4 unique IT Refresh Projects• Improved Productivity of Techs, and Profitability of Projects, by Implementing Best Practices..• Performed IT Service Delivery Manager Tasks for a New Corporate Service Offering. • Identified and Implemented Process Improvements on Desktop/Laptop Depot Configuration Services to ensure SLA's were met, or exceeded.

Point of Sale Equipment Support - 1,800 Stores (55,000 Registers and associated Peripherals)• Managed Transition Team to ensure Techs were trained and Client provided spare parts were in place prior to Go-Live date of 5/1/2016.• Conducted Monthly Operational Meetings with Client’s Management Team• Developed, and managed the “Peak Season” preparedness plans, meetings and activities to ensure Stores were ready for the Holiday Season increase in Sales..• Created, and continually… Show more Point of Sale Equipment Support - 1,800 Stores (55,000 Registers and associated Peripherals)• Managed Transition Team to ensure Techs were trained and Client provided spare parts were in place prior to Go-Live date of 5/1/2016.• Conducted Monthly Operational Meetings with Client’s Management Team• Developed, and managed the “Peak Season” preparedness plans, meetings and activities to ensure Stores were ready for the Holiday Season increase in Sales..• Created, and continually reviewed, Service Delivery processes to identify Process Improvement opportunities.• Mediated between Client’s desire to keep cost of Client Supplied Parts to a minimum and CompuCom Logistics Teams desire to maintain adequate inventory based on best practices. • Managed Annual Scale Calibration Service• Implemented Preventative Maintenance Procedures• Co-Managed Team of 9 Program Management Analysts responsible for:o Addressing customer and internal escalations to resolution 7X24o Providing support to Field Dispatch Techs and their Managers, Logistics, Service Desk and Tech Support Teams on all issueso Oversight of Aged Cases to Closureo Reducing MTTR (Mean Time To Repair) on common Field Dispatch Cases o Driving Customer Requested Initiatives, Performed Root Cause Analysis and Provided feedback to client on areas of improvement needed within their Service Desk Operation. Show less

Win7 Upgrade Project 8/2015 to 12/2015• Largest number of Project Technicians on-site per day in Company History at the time (375 Techs per day over a 6 week period) • Leader of Daily Status Calls with 3 Third Party Vendors to ensure all 375 Techs/day have been on-boarded and trained. Engaged alternate Third Party Vendors to provide Techs to fill gaps as needed.Store Support - Operations Phase: 5/2014 to 7/2015• Leader of Interactive Bi-Weekly Conference calls with 100+… Show more Win7 Upgrade Project 8/2015 to 12/2015• Largest number of Project Technicians on-site per day in Company History at the time (375 Techs per day over a 6 week period) • Leader of Daily Status Calls with 3 Third Party Vendors to ensure all 375 Techs/day have been on-boarded and trained. Engaged alternate Third Party Vendors to provide Techs to fill gaps as needed.Store Support - Operations Phase: 5/2014 to 7/2015• Leader of Interactive Bi-Weekly Conference calls with 100+ attendees to discuss Account Team, Field Dispatch Tech Managers, Logistics, NOC, Service Desk, Tech Support, Server and Escalation Support Teams items followed by Open Q&A sessions . • Identify and Implement Cost Cutting Initiatives. For example: Reduce cost of 3rd Party Cabling Tech repairs, by Training and Equipping CompuCom Internal Dispatch Techs to perform the repairs.• Managed Team of 6 Senior Program Management Analysts Responsible for:o Drive Client Sr. Management Escalations to resolution 7X24o Provide Support to Field Dispatch Managers, Logistics, NOC, Service Desk, Tech Support, Server and Escalation Support Teams on all issueso Provide Quarterly Updates to Field Tech Operations Guideo Reduce MTTR (Mean Time to Repair) via Root Cause Analysis of problematic cases o Evaluate Service Delivery processes to identify and close gapso Drive Client Special Request Initiativeso Participate in Daily Field Operations meeting to drive Priority 1, 2 and oldest Cases to closureo Manage Quarterly Preventive Maintenance Visits by Tech to each Store Store Support - Transition Phase: 10/2013 to 4/2014 • Managed Team Responsible for interviews, hiring, on-boarding, equipping and training a New Hire Team of 440 Dedicated Field Service Techs on time and under budget.• Managed Tech Visits for Store Readiness, Go Live and Initial Asset Inventory visits at all Store Locations• Managed Asset Inventory Process to ensure completion within 30 days after Go Live at all Store Loctions Show less

• • Managed Large Team of 52 Technicians supporting nationwide Corporate Locations of a Major Insurance Account. My peers typically managed a maximum of 40 Technicians• Provided Pre-Sales Support for Scope of Support Services and Contractual Documents. Then Managed the Implementation of Service Desk and On-Site Support Services for Nationwide Insurance Agent Locations• Improved Productivity of Techs by assigning them to sites from other Customer Accounts in their geographic… Show more • • Managed Large Team of 52 Technicians supporting nationwide Corporate Locations of a Major Insurance Account. My peers typically managed a maximum of 40 Technicians• Provided Pre-Sales Support for Scope of Support Services and Contractual Documents. Then Managed the Implementation of Service Desk and On-Site Support Services for Nationwide Insurance Agent Locations• Improved Productivity of Techs by assigning them to sites from other Customer Accounts in their geographic area• Managed Customer Owned Parts Inventory at 21 Customer Locations across the country• Managed Asset Inventory Process for all Client IT Devices Show less

• Largest Network Monitoring Account, by device count, in company history at the time• Managed Implementation of Network Monitoring and Maintenance Services for 7,400+ Devices• Responsible for P&L of a $6M+ in revenue per year• Assisted the Sales Team in winning Several IT Equipment Refresh Projects, Security and Firewall Management Services and 3 Overall Contract renewals• Responsible for being Client’s Advocate within CompuCom• Managed WAN/LAN/Telco Cabling Repair and… Show more • Largest Network Monitoring Account, by device count, in company history at the time• Managed Implementation of Network Monitoring and Maintenance Services for 7,400+ Devices• Responsible for P&L of a $6M+ in revenue per year• Assisted the Sales Team in winning Several IT Equipment Refresh Projects, Security and Firewall Management Services and 3 Overall Contract renewals• Responsible for being Client’s Advocate within CompuCom• Managed WAN/LAN/Telco Cabling Repair and Installation Services (18,000+ 3rd Party Cable Tech Site Visits) Show less

• $32M Project – Largest Product and Services Sale in company history at the time• Project Manager for WAN | Router |Switch |Server |PC Installation Services at 3,000+ Insurance Agent Offices nationwide• Took over the Project midway through the 4 week Pilot Phase. Customer lost confidence in the initial Project Manager. I was able to restore the Customer’s Confidence within the first week of being assigned to the Project

• $5M Project - Largest Services Only Sale in company history at the time• Managed Project from Conception to Completion• Assisted Sales Team by Developing Scope of the Project, Overall Time for each task and all costs• Authored the RFP Response • Overall Project Manager for Staging Facility and Installation Teams for deployment of 360 Servers and 24,000 PC’s in State Government Offices throughout Ohio • Set-up and Managed the Staging Warehouse • Composed the Step by… Show more • $5M Project - Largest Services Only Sale in company history at the time• Managed Project from Conception to Completion• Assisted Sales Team by Developing Scope of the Project, Overall Time for each task and all costs• Authored the RFP Response • Overall Project Manager for Staging Facility and Installation Teams for deployment of 360 Servers and 24,000 PC’s in State Government Offices throughout Ohio • Set-up and Managed the Staging Warehouse • Composed the Step by Step instructions for Staging PC’s and Servers which included configuring Users, Printers, Applications, etc.• Composed the Step by Step instructions for on-site installation of Servers, PC’s and Printers• Implemented Continual Improvement Process to reduce cost of higher priced Installation Techs by performing as many tasks as possible within the Staging Area Show less