● Engage with internal departments to shepherd the associate change curve for transitioning productivity usage from Microsoft to G-Suite applications. ● Facilitate experience labs and training sessions to demo applications and attributes.● Partner with stakeholders, developers and senior leadership to scope, design, and deliver custom solutions to mitigate gaps between the software experiences in support of critical business processes.

• Direct a large and diverse team of highly specialized agents who address technical issues for a user base of over 60,000 users. Implemented service target metrics for quality, speed, and efficiency; continuously monitor and drive to exceed targets across full service desk. Maintain service desk readiness by governing shift patterns and staffing requirements. Lead, coach and mentor team members in addition to agents on complementary teams.• Perform quality assurance review of customer service instances and personally rectify customer satisfaction issues.• Support identification and resolution of high-severity technical incidents by engaging external teams and communicating with senior leadership.• Built new partnerships within the enterprise to identify common customer challenges and drive streamlined solutions, resulting in reduced call volume.

• Directed a team of technical associates to deliver and support mission critical solutions, such as networking and server administration. Supported team members through timely, positive and constructive feedback. Provided real-time mentoring to coach, motivate and inspire team members.• Developed the technology strategic roadmap to address current and future needs of the museum, recommended and influenced stakeholders to adopt prioritized courses of action, and implemented innovative technical solutions that exceeded expectations. Ensured compliance with state IT policies.• Implemented, supported and maintained critical interdependent business systems and infrastructure, including managing IT vendor relationships. Ensured a superior internal and external customer service experience. Investigated, determined root cause and performed troubleshooting of system outages and incidents.

• Directed a team of technical support staff and third party IT vendor relationships for a user base of more than 400 users, including supervising the installation and management of anti-malware, encryption and backup solutions. Managed Institute-wide hardware and software budget in excess of $500,000 annually.• Designed, managed and implemented IT customer service metric thresholds which drove more consistent and standardized response, leading to a 50% reduction in response time.• Created and implemented new IT policies that met the Institute’s needs and University’s guidelines and policies, including security protocols, data retention policies, grant requirements, encryption and cybersecurity.

• Managed two IS Operations teams accountable for information systems batch processing and data management as well as help desk support. Worked with team members to set KPIs, identify areas of improvement and improve customer service experience.• Designed and implemented IS policies for business processes, resulting in a 20% increase in efficiency of IS Operations. Led enterprise through successful HIPAA audit.• Built the business case for and managed the conversion of manual batch processing software to automated batch processing software utilizing proprietary and third party software tools, including UC4. Analyzed automation of business processes for company’s proprietary software.

Configured and maintained Linux based machines. Tested proprietary software.

Managed shifts with 35 employees, designed and implemented new training program, and led store openings within region.

Aircraft safety equipment mechanic. Nuclear, biological and chemical team lead. Led team for preparedness drills.