Manager – Operations Platform Support March 2019 – April 2020Oversaw operations for Tier Three teams Desktop Solutions and Productivity Solutions. Organized schedules and prioritized workload to ensure SLAs were met. Key contributor to Global Outage Management process and maintained on-call manager rotation schedule. Served as Incident Manager for Desktop Platforms, Workspace Delivery, Server Based Computing, Desktop, Collaboration platforms, and Microsoft Tools teams.Key… Show more Manager – Operations Platform Support March 2019 – April 2020Oversaw operations for Tier Three teams Desktop Solutions and Productivity Solutions. Organized schedules and prioritized workload to ensure SLAs were met. Key contributor to Global Outage Management process and maintained on-call manager rotation schedule. Served as Incident Manager for Desktop Platforms, Workspace Delivery, Server Based Computing, Desktop, Collaboration platforms, and Microsoft Tools teams.Key Achievements:* Successfully acted as Incident Manager for Tier 1 CVW project leading problem management meetings and ensuring resolutions.Manager - Technical Support Center February 2016 – March 2019Managed five teams (Applications, Wired, Connectivity, Password, Service Placement). Performed HR management tasks including interviews, hiring, disciplinary actions, supervision, scheduling, timesheets, regular one-on-one sessions, performance reviews, and personal development. Created standard operating procedures, supported the Performance Intelligence team to align employee performance metrics. Formulated and presented monthly metric data in leadership meetings.Key Achievements:* During the first six months of Connectivity team assignment:─ Increased Employee Performance Review (EPR) scores from 3.09 to 4.3 out of 5.0.─ Increased SLA by 15%* Tier 1 Project – Created Password Assistance Team─ Decreased Average Handle Time by 50%─ Ending overall EPR score 4.3/5 Show less

Oversaw Service Desk operations and 3rd party vendors to enable 24x7 level 1 IT support with defined SLAs and metrics for adherence. Created and implemented standards, processes, and procedures to deliver high quality, consistent support, and to continuously improve KPIs and client relationships. Leveraged extensive experience in customer support to build productive teams, manage projects, and implement strategies to boost the quality of technical service and reduce repeat incidents. Analyzed… Show more Oversaw Service Desk operations and 3rd party vendors to enable 24x7 level 1 IT support with defined SLAs and metrics for adherence. Created and implemented standards, processes, and procedures to deliver high quality, consistent support, and to continuously improve KPIs and client relationships. Leveraged extensive experience in customer support to build productive teams, manage projects, and implement strategies to boost the quality of technical service and reduce repeat incidents. Analyzed department performance and monitored trends (calls, issues, requests) through statistical and reporting methodologiesKey Achievements:* Maintained a 95% positive customer satisfaction rating increasing the first call resolution percentage by 50% during the same period. Show less

Led staff of 12 technicians located in Columbia and St. Louis Missouri to provide access management services. Facilitated meetings, performance evaluations, executed reports identifying resource needs, and established processes to identify, track, escalate, report, and resolve customer incidents and problems. Developed improved documentation for processes, procedures, and security policies.Key Achievements:* Successfully implemented ServiceNow including creation of over 30 services and… Show more Led staff of 12 technicians located in Columbia and St. Louis Missouri to provide access management services. Facilitated meetings, performance evaluations, executed reports identifying resource needs, and established processes to identify, track, escalate, report, and resolve customer incidents and problems. Developed improved documentation for processes, procedures, and security policies.Key Achievements:* Successfully implemented ServiceNow including creation of over 30 services and training all staff.* Problem Management expert and liaison for Access Management. Show less

Supervision over Desktop staff that supported Boone Hospital Center, Barnes Jewish St. Peters Hospital, Progress West Hospital, 100+ BJC Medical Group Physician offices extending into Illinois. Formulated strategy with Barnes Jewish St Peters Hospital Management to replace Carts on Wheels with wall mounted units in the patient rooms, coordinated with Facilities on installment of wall mounted arms so to not disrupt patient care. Facilitate monthly team meetings and individual performance… Show more Supervision over Desktop staff that supported Boone Hospital Center, Barnes Jewish St. Peters Hospital, Progress West Hospital, 100+ BJC Medical Group Physician offices extending into Illinois. Formulated strategy with Barnes Jewish St Peters Hospital Management to replace Carts on Wheels with wall mounted units in the patient rooms, coordinated with Facilities on installment of wall mounted arms so to not disrupt patient care. Facilitate monthly team meetings and individual performance evaluations using leadership skills to motivate staff toward improving our quality of service. Interview, hire, train, and terminate employees for the positions at each of my locations.Key Achievements:• Consistently lead team to rank #1 out of 5 teams for Customer Satisfaction, Incident Response, and Incident Resolution.• Collaborated with Boone Hospital Project Manager and Contract Company overseeing the design and planning of $125 million 128 room patient tower including network locations, nurse station arrangement, and equipment needs. • Coordinated with Boone Hospital Project Manager and Contract Company overseeing a new 14,784 square foot specialized-care unit called The Spine Center including network locations, nurse station arrangement, and equipment needs. Show less

• Created and maintained our own PC image server.• In depth knowledge of desktop’s, laser printers, laptops, tablets, peripherals, bar code scanners.• Hands on experience in hardware repairs such as video cards, motherboards, and hard drives in addition to a number of software programs.• BJC Performance Achievement Award 2006 and 2007.

• Image and configure devices to the network, supporting Windows OS and printers.• Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.• Documented success in responding to all inquires and tickets in a timely manner.

• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems to Tier 2 support.• Boone Hospital Shooting Star Award.

• Monitor mainframe batch processing, print payroll checks, run system backups, provide customer support.

Successfully organize, direct, and evaluate the food and beverage service for two restaurants/bars, banquet facilities, and golf course. Utilize financial management skills to monitor revenues and expenses. Negotiate with members for use of facilities for catering, parties, and banquets.Key Achievements:• Consistently supervise staff performance and provide feedback.

Responsible for successfully managing the nightly operation of the hotel, restaurants, bars, and conference center; functioning as the manager on duty. Ensure that the property is properly maintained and cleaned and that staffing levels appropriate to the level of business are maintained.Key Achievements:• Exceed the expectations of guests by responding attentively, efficiently, and politely to all customer service issues and incidents.