• Assumed responsibility for internal infrastructure support services and established an internal phone and intranet-based service desk department.• Researched, selected and implemented a comprehensive service desk phone system by Cisco.• Researched, selected, project managed and implemented a new ticketing system, HEAT Classic• Researched, selected, project managed and implemented a new cloud-based ticketing system, HEAT Enterprise• Established extensive metrics and service level targets as a part of leading the implementation of service level management (SLM)• Developed Service Level Agreement• Established individual performance and development plans with regularly scheduled performance reviews• Managed a portion of multiply acquisitions and on-boarding processes as Silicon Laboratories acquired new companies• Regularly monitored performance against established goals according to a formally defined schedule• Project Managed an Active Directory upgrade, Exchange and Microsoft Office to the cloud (MSOffice 365) as well as other projects within IT and participated in several other projects outside of IT as the IT project manager• Implemented and managed a 3 year system refresh program; upgrading 1/3 of the company each year• Implemented a laptop/desktop yearly standards review process• Partnered with management across every corporate division to ensure that IT support services met the varied departmental needs effectively• Responsible for world-wide IT support including direct responsibility for the international offices in Hungary, Singapore and Norway• Developed formal policies and processes with a regular review procedure to ensure that standards remained applicable and effective• Chaired the Change Management Review Board• Served as Sarbanes-Oxley coordinator for IT policies and processes• Conducted monthly and quarterly internal audits to verify compliance with policies and processes

• Established a 24x7 world class technical operations center focused on customer support services with excellence• Responsible for an organization of up to 42 employees including managers, technical support agents and system engineers• Provided first and second level support and services to guests/customers in over 450 hotels, 4 airports, and 15 Laptop Lane retail airport locations• Overall responsibility for customer connectivity uptime• Conducted regular meetings with clients to ensure we were exceeding their expectations and to identify and resolve any business issues• Responsible for a $1.5 million dollar annual budget • Established and managed a nation-wide third-party service firm vendor relationship for repair and maintenance• Developed comprehensive Standard Operating Procedures• Implemented an effective Quality Assurance program

• Responsible for an organization of up to 48 employees including managers, team leads and individual contributors• Provided first and second level multilingual support services to over 5,000 Tivoli Systems employees worldwide• Implemented Quality Assurance program • Developed and implemented Service Level Agreements (SLAs) with the onsite and infrastructure support organizationsResults:• Decreased abandonment rate from 38% to 8%• Decreased average wait in queue from over 8 minutes to less than 90 seconds• Increased Tivoli Service Center first-call resolution rate to over 60%• Worked closely with System Administration in the implementation of Tivoli Service Desk • Provided weekly, monthly, quarterly and yearly metrics to 15+ managers and executives worldwide• Developed Standard Operating Procedures• Developed training curriculum for new analysts• Developed standards for supporting new technology/software• Responsible for a 1.5 million dollar budget• Worked with resolver groups to ensure accurate documentation of problem tickets• Conducted customer service classes for resolver groups• Developed expansive metrics reporting process