Sole technical support for a small grocery brokerage. Responsible for the installation and maintenance of all office technology including Windows SBS 2008, Microsoft Exchange, Blackberry, mobile devices and printers. Also helped to design and implement spreadsheets and reporting for the sales analysts to allow for faster data collection and dissemination. Updated network backup environment to provide more redundancy and longer data retention. Implemented a regular Windows update schedule for the computers and server using SUS. Consulted on the purchase and implementation of a new phone system using power over Ethernet that replaced an outdated analog system. Migrated an ineffective virus scanner and spam filter program to a current standard providing better security and functionality.Working with the customer developers, created a global item report from their database that can be exported and used by the analysts to view sales by vendor for any queried timeframe. This data was then imported into a customized spreadsheet that eliminated the manual data entry requirement for this task.

Led help desk staff to improve customer service and reduce overall ticket resolution times in order to maintain system operations and meet the technology needs for the business. Managed a staff of three permanent staff members and one additional consultant. Met a high customer service goal by prioritizing work orders, meeting staffing needs in a fluctuating environment, analyzed service metrics, implemented process improvements and provided technical assistance and leadership to the Help Desk staff. Major Contributions:Implemented a call-back requirement for the technicians in order to improve customer satisfaction. Customer satisfaction scores from post-ticket surveys surpassed previous highs in two consecutive quarters while maintaining a level above the industry standard.Trained the Help Desk staff to ask more probing questions while during the initial call to better diagnose issues resulting in a first call resolution increase of 15%. Changed the inbound call queue for the Help Desk to provide more information and choices for the users. This change resulted in an abandon call rate reduction of approximately 35%Constructed a PC imaging station that is capable of imaging multiple PCs at one time and has reduced turnaround times for system configurations by 50%.Ensured the training of the staff on not only company and departmental procedures, but also worked with each associate to find the proper technical training to help grow their individual skillsets and further their advancement potential.

Led desktop support staff to optimize network performance in alignment with customer needs and business requirements. Oversaw team of 2 and consulting staff of 4. Managed work orders, prioritized end-user needs, and allocated staffing resources. Performed desktop hardware installations and troubleshooting, and executed software implementation and troubleshooting for Microsoft and other various products. Implemented and commanded security operations for all network data, created new user accounts, and presided over access changes. Maintained tape library. Major Contributions: Spearheaded a large-scale upgrade, achieving stringent scheduling and budgetary objectives, to upgrade a network comprised of 700 systems across 4 sites to Windows XP in under 4 months. Slashed tape library size by 75% while cutting backup time and data throughput by 50% by streamlining backup procedures for Network Operations Center (NOC) and replacing antiquated DLT and AIT drives with LTO-4 technology. Decreased costs for tape library maintenance by 33%, reducing the number of drives from 8 to 2, and cutting scheduled backup jobs from 18 to 6. Bolstered file recovery to 99% while achieving zero data loss for a 180-day period. Enhanced compliance with software licensing agreements as well as internal computer use policies by establishing a barcode asset tracking system and SMS software inventory database

Performed data entry utilizing AS400 mainframe, and executed inventory control support to ensure accuracy of warehouse inventory operations. Identified discrepancies and facilitated corrective actions to ensure fulfillment of purchase orders. Verified shipping and receiving reports and corrected errors on an as needed basis. Major Contributions: Played a key role in a major initiative to consolidate $30M in merchandise from 3 warehouses to a central site.Streamlined shipping processes by creating and enforcing control center procedures.