IT Operations Manager - Lead Field Service Engineers in the day-to day support of End User Deskside services. Successfully lead teams to provide exceptional service deliverables and customer satisfaction to the End User community. Focusing to ensure the integrity of security and privacy of data is always adhered to.• Project Management - participate in the research, planning and implementation, and continuous support of new and ongoing projects. Assisted Wellspan Health & Penn State Health… Show more IT Operations Manager - Lead Field Service Engineers in the day-to day support of End User Deskside services. Successfully lead teams to provide exceptional service deliverables and customer satisfaction to the End User community. Focusing to ensure the integrity of security and privacy of data is always adhered to.• Project Management - participate in the research, planning and implementation, and continuous support of new and ongoing projects. Assisted Wellspan Health & Penn State Health with ongoing project-based requests to best fit the customer’s needs, including planning, supporting, executing, and controlling project initiatives.• Service Delivery - supporting IT Hardware & Software for End User Services, Deskside Support, IT AssetDeployments, Asset Inventory Management. Oversee the process and assist with hardware break/fix, software, PC Imaging, and periodic maintenance.• Customer Satisfaction - Achieve exceptional customer satisfaction and operate to exceed SLA metric criteria. Adhere to the SLA & KPI performance objectives assigned to each account per SOW agreements.• Account Financial Data – Own the financial business and budgets for multiple business lines, P&L reviews, and forecasting. Responsible for maintaining monthly invoicing for customer billing.• ITIL Service Operations - Prepare SOP’s, documentation, adhere to operational policies and guidelines.Respond to RFP requests and provide technical (SME) input & data. Perform due diligence and define scope of work for existing and new work.• Problem Solver – quick to action to identify and solve problems. Identify computer and or network equipment issues. Focused on continuous service improvements within the customers environment.• IT Personnel Management – mentor and develop to build and grow a productive staff, provide company training, perform evaluations, process time and expenses. Selecting and onboarding new candidates. Show less

Operations Manager – Provide Service Delivery for GM Customer Care and Aftermarket supporting Service Parts Operation (SPO) warehouses throughout US. Interface with HP, GM IT Managers, and local warehouse managers & supervisors, 3rd party vendors in support of the proprietary WMS. Operate in a fast pace, just in time environment with time sensitive schedules and delivery times. Understanding the workflow and layout on how the warehouse functions.• Provide Onsite System Support – Lead and… Show more Operations Manager – Provide Service Delivery for GM Customer Care and Aftermarket supporting Service Parts Operation (SPO) warehouses throughout US. Interface with HP, GM IT Managers, and local warehouse managers & supervisors, 3rd party vendors in support of the proprietary WMS. Operate in a fast pace, just in time environment with time sensitive schedules and delivery times. Understanding the workflow and layout on how the warehouse functions.• Provide Onsite System Support – Lead and Manage a team of IT resources supporting a WMS, IBM AIX UNIX Server, and IBM mainframe systems. Maintain RF scanners (Handhelds & Truck Mounted) hardware and software. Analyze inbound order data, create reporting, execute order schedules, process material returns, update WMS system requirements, perform data backups, system maintenance and IPLs.• Process Improvement and Documentation - Follow customer policies and established SOP’s. Create new and update operational documentation to help the operations staff become more efficient.• Accountability – Achieve a high level of exceptional customer satisfaction to exceed SLA metrics. Adhere to the SLA & KPI performance objectives assigned to the account.• Account Financial Data – Own the financial business and budgets for multiple business lines, P&L reviews, and forecasting. Responsible for maintaining monthly invoicing for customer billing.• IT Personnel Management – mentor and develop to build and grow a productive staff, provide company training, perform evaluations, process time and expenses. Selecting and onboarding new candidates. Show less

Operations Manager – provide day to day onsite IT solutions for IBM Global Services supporting theCommonwealth of Pennsylvania. Part of the team responsible for the delivery to transition multiple PA Stateagencies to the datacenter. Responsible to maintain the 24x7x365 computer operations datacenter support.• Accountability - Responsible to maintain defined service delivery objectives within the IT Data CenterOperations team. While adhering to strict Service Level… Show more Operations Manager – provide day to day onsite IT solutions for IBM Global Services supporting theCommonwealth of Pennsylvania. Part of the team responsible for the delivery to transition multiple PA Stateagencies to the datacenter. Responsible to maintain the 24x7x365 computer operations datacenter support.• Accountability - Responsible to maintain defined service delivery objectives within the IT Data CenterOperations team. While adhering to strict Service Level Agreements-SLA’s.• Mainframe System Monitoring - Respond to IBM mainframe system consoles for messages and interventions. Monitor state agencies production job batch schedules, perform runbook restarts and JCL changes. Perform weekly IPLs in the mainframe environment, including updates to IOCDS and load parameters.• IT Personnel Management – mentor and develop to build and grow a productive staff, provide company training, perform evaluations, process time and expenses. Selecting and onboarding new candidates. Show less

Computer Operations for IBM Mainframe and Mid Range computer systems. Operate at a datacenter console operations during the scheduled shift assignment. Accountable for initiating escalation for problems that could adversely affect the Rite Aid business.

Responsible for the computer wagering systems in support of Penn National Gaming and Off Track Wagering facilities. Monitored system functions to ensure all live racing data was being transmitted successfully. Provided technical support services. Provided expert technical support in cabling, wiring of data modems, configuration and server management.