Managed desk side and End-User facing I/T support efforts at ten sites in the Western United States for a global medical device manufacturer. Responsible for managing 4.3M capital/expense budget, technology road-map and standardization. Solution delivery and performance management within established Service Level Agreements and goal based Key Performance Indicators.Led a team of 9 technology professionals with a focus on excellent customer experience through empowerment and example based coaching and mentoring. Responsible for support of over 2000 PC's and peripherals, 1200+ iOS based mobile devices and 500+ print devices in both onsite and remote capacitiesLed several medium to large scale projects including:-Managed Print Services-Mobile (iOS) application development and delivery-Acquisition and site integration-PC Life-cycle management-Vendor management and hardware standardization-Software upgrades-Process documentation-Helpdesk ticket system-Inventory/Asset management system

• Provided high level IT hardware and software support for 350 office based users and 215 remote sales users including 24/7 after hours service.• Saved $150K/yr. through reallocation of duties and optimization Analyzed and managed workload and project scheduling for three PC Technicians.• Developed iOS based applications for use by the sales team in partnership with an outside firm and internal stakeholders.• Managed hardware and software inventory via LanDesk, including desktop and laptop lifecycle replacement for HP, Lenovo and Apple systems.• Led local IT projects including large-scale hardware and software upgrades, wireless infrastructure and switch implementation.• Developed strong relationships and rapport with user base and executive management team.

• Increased productivity by developing imaging process to reduced overall build time from 3-4 hours to under 30 minutes from box to desk while also improving overall consistency of computing environment.• Responsible for setting and maintaining hardware and software inventory including the development of package builds to establish consistency.• Provided software support for Windows XP, Microsoft Office 2002, CAD/CAM software, SolidWorks, in-house databases in MS Access, Monarch, Cognos, MFG/Pro, AS/400, RSA VPN.

• Managed staff of 12 technical support technicians in a call center environment.• Resolved escalated technical issues and customer complaints.