Responsible for the transition of support services from Mutual of Omaha Insurance to Mutual of Omaha Bank and the design, implementation and management of the Bank Service Desk. Implement ServiceNow ITSM for the Bank Service Desk.Implemented PagerDuty do help decrease incident response time / MTTR.Developed a roadmap for the Service Desk and worked with support teams and the business for support opportunities.Transitioned support for incident and problem from Mutual of Omaha Insurance to the Service Desk.Transitioned support for Change from Mutual of Omaha Insurance to the Service Desk.Worked with support teams and the business to setup up request catalogs for the Service Desk.Worked with support teams to setup event monitoring for the Service Desk.Worked with the Business and support teams to setup SLA’s.Developed a Dashboard for KPI reporting.Created CSAT reporting, tracking and recovery process.Developed Outage / Downtime reporting and tracking process.Migrated Business units off of Track-It to ServiceNow.Created a comprehensive training program so the Service Desk could be cross-functional in support of all platforms and applications.

Consolidated support for all application platforms towers into one Support Desk.Created a comprehensive training program so the Support Desk could be cross functional in support of all platforms and applications.Created and implemented SLA’s for all supported platforms and applications.Developed Knowledge Management process for the Service Desk.Developed Dashboards for KPI reporting.Developed weekly / monthly SLA and analyst productivity reporting and tracking.Developed weekly ticket aging reporting procedure.Created CSAT reporting, tracking and recovery process.Developed Outage / Downtime reporting and tracking process.Created a roadmap for the Service Desk and integration opportunities with support teams and the business.Developed After-Hours escalation process.Developed Knowledge Management process for the Support Desk and end user portal.Developed Time Tracking / Productivity Analysis to determine resource capacity and workload for the Support Desk.

Responsible for the design, development, implementation and management of the Global Service Desk in support of Allscripts IT services and systems.Responsible for the Day-to-Day operations and end users support of the North America and Offshore Service Desk consisting of 85 staff in four locations supporting over 2,000 contacts daily.Responsible for the ownership of the metrics dashboard related to IT services and delivery.Responsible for the development and Implementation of ITIL based ITSM process for Incident, Change, Problem, Service Request and Problem Management.Experience in budget development and budget adherence as it relates to global support services.Proven success in a Global IT service and support role. Strong management and leadership skills in elation to people, process and technology.Responsible for implementing a data driven approach to support using metrics to measure and optimize support models ensuring Customer Satisfaction along with ITIL best practices.Increased the Global Service Desk (FCR) percentage by 25% within the first 3 months.Reduced Global Service Desk dropped calls from over 20% to less than 4% within the first 3 months.Reduced Global Service Desk Average Speed to Answer (ASA) rate from 1.30 to less than .30 within the first 3 months.Increased Customer Satisfaction (CSAT) scores by 25% in within the first 3 months.Setup the Data Framework to produce hourly, daily, weekly and monthly metrics tracking and on-going reporting cadenceMonthly client facing meeting to review the Global Service Desk role and additional support opportunities.

Key member of the Vanguard Health Systems new IT Service Company (Hangar9 Solutions) founded in 2012Assembled and managed a Fortune 500 company Enterprise Service Desk supporting 38 hospitals in 5 states and 3 time zones.Responsible for leading, planning, controlling and successfully completing the consolidation of the 5 remote Service Desks in Texas, Illinois, Tennessee, and Arizona into one Enterprise Service Desk located in San Antonio TX supporting over 28,000 users.Managed support and escalations for mission critical Healthcare applications.Increased Service Desk First Contact Resolution (FCR) percentage from Market average of 25% to enterprise level of 52% within first 3 months of market consolidation.Reduced Service Desk Abandoned call rate from 21% to less than 7% within first 3 months of market consolidation.Reduced Service Desk Average Speed of Answer (ASA) rate by over 50% within first 3 months of market consolidation.Increased Customer Satisfaction scores by 25% within first 3 months of market consolidation.Responsible for the implementation, staffing and 24/7 operations of the enterprise Service Desk.Lead a team of 35 highly motivated Service Desk professionals supporting over 1,500 customer contacts daily.Setup Service Desk operating procedures including but not limited to Knowledgebase, Customer Recovery, Call and Ticket workflows, Downtime Procedures and Notifications.Setup daily, weekly and monthly metrics tracking and reporting cadence.Assisted in planning and monitoring departmental budget and expenses.

Responsible for the 24x7 operations of the Help Desk and Computer Data Center.Lead and manage staff to deliver IS service and support across the organization.Responsible for personnel hiring, promotions, counseling, and disciplinary actions.Lead and participate on projects and IS Leadership initiatives.Serves as Help Desk System Administrator for account management.Assists with planning and monitoring departmental budget and expenses.Participates in Help Desk & Data Center policy and procedure development and maintenance.Manages to eliminate boundaries to achieve integrated, efficient and quality service.Serves as a resource to employees & customers as demonstrated by visibility and knowledge of issues

Act as a senior IT staff member providing guidance and escalation for the rest of the team.Manage resources based on workload between team members assist with support calls / problem resolution as needed.Monitor team performance ensuring that SLA’s are met and operating procedures are followed.

Primarily responsible for the management and operation of the day-to-day activities for the GFS team located in Northern PA.Act as a senior IT staff member providing guidance and escalation for the rest of the team.Manage resources based on workload between team members assist with support calls / problem resolution as needed.Monitor team performance ensuring that SLA’s are met and operating procedures are followed.Manage leveraged EDS employees supporting remote PPL location outside of Pennsylvania

Primarily responsible for the management of the day-to-day operations of the Pennsylvania Power & Light (PPL) Company Help Desk directing a staff of 20 supporting 5800 users.Act as a senior Help Desk staff member providing guidance and escalation for the rest of the team.Monitor Help Desk performance ensuring that SLA’s are met and operating procedures are followed.Maintain and update SLA reports on a daily basis.Manage Help Desk Support resources based on workload between team members assist with support calls / problem resolution as needed.Hire Help Desk Support staff.Write / conduct quarterly performance reviews for staff.Ensure staff is appropriately trained to respond to all technical issues.Coach and mentor staff ensuring a positive and productive work environment.Work with upper management groups to ensure customer satisfaction as needed.

Increased and maintained SLA percentages from 80 to 92.5% in the first two months of transition.Project ManagerSuccessfully completed rollout and integration from Novell 4.0 to Windows 2000 Server in the Midwest region.Successfully consolidated all targeted servers in the Midwest Region reducing infrastructure cost by 6%.Implemented the migration and rollout from Windows 95 to Windows 2000 converting 650 users in the Midwest region. Implemented client conversion from PPP to VPN in the Midwest Region migrating 650 users reducing remote access costs.

Primarily responsible for the management of the day-to-day operations of the Nextel Desktop Support Group in the Midwest region directing a staff of 7 supporting 600-700 users. Monitor Desktop Support Group performance ensuring that SLA’s are met and operating procedures are followed.Maintain and update SLA reports on a daily basis.Manage Desktop Support resources based on workload between team members.Hire Desktop Support staff.Write / conduct quarterly performance reviews for staffEnsure staff is appropriately trained to respond to all technical issues.Coach and mentor staff ensuring a positive and productive work environment.Manage relationships with all business partners and vendors.Manage problem resolution ensuring escalation and closure.Manage / escalate level 2 & 3 support issues concerning LAN & switch connectivity problems for the Midwest regionAttend group meetings as needed.Work with upper management groups to ensure customer satisfaction as needed.

Set-up and managed the PricewaterhouseCoopers (PwC) Management Consulting Services (MCS) Helpdesk for the Chicago office directing a staff of 4 supporting 300-400 users. Responsibilities included user setup and support for all Windows OS’s, which included standard software packages (e.g., MS-Office, Lotus Suite, Internet Explorer and Lotus Notes).Developed Software / Hardware standards based on PwC and user requirements.Assisted with level 2 & 3 support issues when needed.Ensure team is appropriately trained to respond to all technical issues.Managed problem resolution and ensured closure.Managed relationships with vendors, consultants and all business users.Partnered with Global Technology Solutions (GTS) to set-up and measure Service Level Agreements (SLA) ensuring performance and expectations were being met.Configured, developed and managed MCS File & Print servers (Novell, Windows NT) supporting 300-400 MCS staff located in the Chicago office.Developed and managed implementation plans to upgrade consultants to Windows 2000 (W2K) who were working remotely supporting clients.Designed and deployed a W2K standard desktop image for the Chicago Data and Communication Center (DCC), enabling quick installation of the OS, drivers, and necessary software.Developed and managed the software tracking and procurement processes supporting Adobe and Macromedia products procured under the Corporate License Agreement for the DCC Groups located in the Midwest. Hardware includes high-end desktop computers, high-end color printing/copying, dual monitor PCI cards, and high-end voice recording ensuring compatibility with department / firm standard environments.Project Manager responsible for integration of MCS in newly established PwC Offices in the West, Midwest and East regions. Managed hardware & software procurement processes, infrastructure integration, and network integration to ensure new site were fully functional and able to support the MCS vision.