- Motivating 28 IT analysts in their daily routines, while coaching them through career growth within the organization, resulting in 65% internal promotions to other units in the University - Member of strategic planning group charged with writing a 10-year strategic plan of delivering anticipated IT needs to support the academic goals of supporting student learning- Staff training including technical, soft skills, and leadership, through casual and formal sessions-- Brought HDI Support center analyst training at a cost of only $250 per analyst, resulting in better customer service, empathy, ownership of a problem, trend identification, and solution oriented staff- Author bi-annual performance evaluations and goal setting- Recruiting, interviewing, hiring, and terminating service desk and desktop support staff- Perform metrics reporting correlating data from various sources such as Cisco Call Center, ServiceNow, and customer service surveys. Presenting this data at various points of detail dependent upon the viewer- Using appropriate dashboards and reporting to drive departmental goals-- Bringing breached response time incidents from ~100 a week to less than 3 per week-- Boosting team morale by showing combined efforts and individual workload progression- Manage customer billing data for 1800 customers a constant 5% increase annually for past 3 years- Manage operational budget (2.2 million dollars)- Experience with ServiceNow, Outlook, ACD Unified Intelligence Center, BigFix, Excel, Active Directory, Casper, Configuration Manager, 12 years of desktop, laptop, and mobile device support

Manage projects between my service oriented internal department and our customersProject Manager for team of 12Team Lead for team of 6Application DeploymentComputer Deployment SchedulesServer replacements Installation of all levels of operating systems, hardware and software configuration, troubleshooting, maintenance, security and data backup/recovery Design, assembly, and implementation of custom PCs and file and web servers Printer support for laser and inkjet printers as well as printer sharing via print servers PDA support (Android, iOS, Blackberry, Windows Mobile, and palm devices) Malware removal

Provide second level technical support for Duke University’s faculty, staff, and students, through phone and e-mail services.Identified need of more standard training and developed training process for new analyst hiresDeveloped an internal training program and materials for Blackboard (course management system.)Maintained contacts and service level agreements regarding ADSL services between Duke University and Verizon.Installation and troubleshooting of software and hardware including network connectivity, third-party software applications, printers and other peripheral device installation and support, with regards to Macintosh, PC, and SUN computers, including Windows, Solaris, Linux, and Macintosh operating system support and administration.Train users and co-workers on new software as released to the University.Accurate and updated Remedy ticket tracking on all situations.Assist management in maintaining an efficient helpdesk while raising customer service standards.Assist service center in times of high demand in setting up workstations and laptops for students; configured systems, ensured network connectivity, security, and installed and tested hardware and software. Assist the site license office in university software requests.Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolved hundreds of issues monthly without requiring escalation to a higher tier. Promoted from level one analyst to level two analyst based upon technical troubleshooting skills, positive work ethic, dedication to teamwork, and ability to communicate technical concepts to end users.

Windows Server Administrator for small HVAC companySetup a 2008 Active Directory environment consisting of 15 workstations (Win7 and XP) and a single Windows 2012 serverResponsible for new software and hardware installation.Supply Technical support for office staff on demand