Served as Technical Account Manager for all chain and international customers. Acted as the point person for all communication and coordination with those customers, their projects, and their support needs. Coordinated resources to complete customer initiatives on time and within scope while providing updates both internally and externally. Created and provided reporting both internally and externally to provide insights and ensure compliance to contracts and timelines. Reviewed customer requests and translated them into actionable projects and tasks.

Managed multiple teams across the organization to support end user endpoints. Handled all levels ofsupport from Tier 1 to Tier 3 and higher as part of the support structure. Managed multiple vendorsproviding managed services for Service Desk and Endpoint Support. Acted as an escalation point forsensitive issues, handling communication and coordination of resources through resolution andincident review. Provided reporting directly to Executive team, including analysis and suggestions onpath forward. Took over PC Refresh and Windows 10 migration projects. Both projects had been injeopardy for several months prior. Within two weeks both projects were brought back ontrack with clear and obtainable approaches. Created roadmap for Desktop Support including future path for Service Desk, EndpointSupport, and advanced support staff. Reviewed vendor contracts to create more efficiency and improved vendor management.

Managed two separate teams within the IT department. Landed key projects that had been delayedin flight. Assisted teams in optimizing process in an effort to increase efficiency and adoption.Refreshed job descriptions across both teams in an effort to better align with corporate values andHR policy. Worked with other leaders to ensure that processes owned by the ITSM team wereadopted and that all parties were aligned. Acted as head of Problem Management process. CreatedIndividual Development Plans for each employee to help grow their career and job satisfaction.Managed vendor for ITSM tool. Stood up process to communicate critical change requests to leadership across theorganization. Created process for scheduling change requests and resolving collisions. Simplified service offerings by working with other leaders to streamline their work. Renewed ITSM tool at favorable rate. Refreshed IT Operational Reporting to provide more insight and actionable data toleadership members.

Responsible for driving high priority incident resolution efforts, root cause analysis and problemremediation, ensuring the implementation of permanent fix in production environment with thepurpose of improving the availability of critical systems. Offered leadership to various technicalteams to guide them in their efforts during high priority ongoing incidents and problem managementphases of the service management lifecycle, leveraging best practices according to the ITILframework. Drove and created communication to all levels of the company including executive leveland all company emails. Additionally, assigned a role on the project team as a key stakeholder andcontributor for a key critical application deployment. Developed and implemented ITIL best practices processes and procedures. Conducted initial site incident investigation, collected essential information across alltechnical disciplines, identified root causes, determined tasks to prevent recurrence anddrove their execution. Played an integral role in the process of determining causes for impact to availability andtheir ultimate resolution. Drove project implementation plans that enhanced systemreliability. Created and ran Service Transition process to reduce outages associated to newimplementations by creating support plans around them.

Managed a team of 40+ analysts providing software and hardware support to primarily governmentpharmacy sites using a proprietary software system. Ensured that we maintained appropriatesecurity protocols to keep our systems on the government networks. Drove improvement through theteam by optimizing processes and procedures. Worked with other teams within the company toimprove processes and solidify projects including a crucial set of upgrades to maintain security needsacross our client base. Was responsible for hiring, growing, and retaining talent. Succeeded inmeeting group key performance indicators by driving efficiency gains by implementing fixes to boththe software and security protocol implementation as well as streamlining procedures. Ensured thatthe group made necessary changes to stay current with security posture and new/changing productsby working to test and update procedures, drive projects to make sweeping changes, and ensuretroubleshooting methods existed for correcting them. Increased SLA compliance to over 98% through reporting, training, and employeeempowerment. Created a series of reports and processes used by all groups to drive improvements includingSLA, problem tracking, employee accountability and empowerment, and compliance. Drove security compliance across all teams through training, awareness, and accountability.Cumulated in ScriptPro being able to obtain an Authorization to Operate renewal from theDepartment of Defense.

Provide high end technical support to team of analysts providing remote support for both hardwareand software issues regarding pharmaceutical robotics and workflow systems. Drive and work highprofile issues including being the point person on several key sites. Worked to identify and resolveissues with parts or processes in an effort to reduce costs. Worked as a mentor to part of group byworking on developing their skills and helping them pursue interests within the company. Workdirectly with engineers and upper management in regards to high profile issues. Worked to improvedocumentation and training to assist all level of analysts in supporting ever increasing complicatedtasks and new platforms. Worked to increase call numbers amongst the group using reporting, policychanges, and mentoring. Drove a key developmental site, not only keeping them as a customer but building ourrelationship with a key business partner. Helped prepare the team to transition from Tier 1 Hardware Support to Product line basedhardware and software support via training and procedures.

Worked as a second tier of support specializing in application, database, network,  and operatingsystem support. Supported multiple pieces proprietary software, multiple databases, script datainterfaces, and more traditional windows operating system issues. Performed several databasefunctions including backups, failovers, and querying and updating data in the database. Led severalefforts to improve new software builds and processes to better be able to support the products.Created and updated procedures and troubleshooting guides to assist the team. Oriented new hires.

Provided customer support for proprietary pharmaceutical robotic dispensing and pharmacyworkflow equipment. Provided the customers with technical answers, workflow assistance, walkedthem through troubleshooting issues with the equipment, as well as assisting with more customerservice orientated issues such as orders and how to questions. Assisted onsite technicians withtroubleshooting and replacing/repairing the equipment. Handled sensitive sites and issues on aregular basis. Researched and documented ongoing equipment issues for long term resolution andtracking. Received a High Performance award for work done supporting new equipment at a pivotalSite. Oriented new hires.