Director of support services for internal and external customers across various platforms. Strong customer focus with proven track record of developing cross functional and highly effective teams focused on providing best in class service.

Manage Retail Systems (Point of Sale) Help Desk and mange relationship with our IT Service Desk provider in developing a superior customer service organization supporting multiple platforms, software products and applications. Implemented changes and improvements such as ACD, CRM, knowledge-base and developed tracking metrics. Launched continuous process improvement plans. Successfully merged two departments (External customer and Internal Associate Help Desks) into an integrated support organization. Led True Value "President’s Award"​ winning team with implementation of CRM, ACD and training improvements and contributed on three other President’s award winning teams. Recognized by company with 2016 Above and Beyond Pride in Partnership award. SIM Chicago and AITP 2013 "Most Effective IT Team"​. Experienced at developing training content, technical and system documentation and delivering public presentations to small and medium sized groups. Managed multi-location, cross-functional team focused on supporting both internal and external customers across multiple time zones. Developed audit procedures which resulted in recovering over $120K in credits from vendors. Responsible for forecasting and managing a yearly budget of $4 million in expenses and $5.5 million in revenue. Experienced at negotiating contracts and maintaining vendor relationships. As Associate Support Manager, participated in the outsourcing of True Value's Associate Help Desk to an off-shore provider. Evaluated vendors, provided cost/benefit analysis and subject matter expertise throughout the process. Was responsible for negotiating the Help Desk portion of the overall contract with the selected vendor and managed through the transition including creating and implementing the overall plan to shift to managed services.

Manage Retail Systems (Point of Sale) Help Desk in developing a superior customer service organization supporting multiple platforms, software products and applications. Implemented changes and improvements such as ACD, CRM, knowledge-base and developed tracking metrics. Launched continuous process improvement plans. Successfully merged two departments (External customer and Internal Associate Help Desks) into an integrated support organization. Led True Value "President’s Award"​ winning team with implementation of CRM, ACD and training improvements and contributed on three other President’s award winning teams. SIM Chicago and AITP 2013 "Most Effective IT Team"​. Experienced at developing training content, technical and system documentation and delivering public presentations to small and medium sized groups. Managed multi-location, cross-functional team focused on supporting both internal and external customers across multiple time zones. Developed audit procedures which resulted in recovering over $120K in credits from vendors. Responsible for forecasting and managing a yearly budget of $4 million in expenses and $5.5 million in revenue. Experienced at negotiating contracts and maintaining vendor relationships. As Associate Support Manager, participated in the outsourcing of True Value's Associate Help Desk to an off-shore provider. Evaluated vendors, provided cost/benefit analysis and subject matter expertise throughout the process. Was responsible for negotiating the Help Desk portion of the overall contract with the selected vendor and managed through the transition including creating and implimenting the overall plan to shift to managed services.

Managed team of 6 staff supporting multiple software applications for the True Value stores. Provided outstanding technical customer support across several software platforms. Achieved Microsoft certifications and assisted in the mentoring and leadership of other employees. Created training documentation and led teams involved in supporting new software. Assisted in quality assurance testing of new software levels.

Provided computer application support for True Value retail stores.

Managed chain specialty retail store in developing sales plan, hiring and training staff and developing in store marketing. Increased store comp sales each year and exceeded store sales goals. Mentored other store managers in store layout, sales and inventory management.

Store Manager for Retail Specialty store. Managed 4 different locations over the 7 years employed. Developed yearly sales plan, responsible for hiring and training staff and developing in store marketing. Increased store comp sales each year and exceeded store sales goals. Mentored other store managers in store layout, retail merchandising, sales and inventory management.