JOHNSON MATTHEY, Wayne, PAGlobal Service Desk Manager (2016- Present) Manage support/operations of the Service Desk team across all JM locations Manage the overall day to day Support Services activities of the Service Desk Ensure that the Service Desk contributes to the delivery of meeting all SLA’s Manage Customer perceptions of JMIT and build strong internal relationships Coordinate with Major Incident Managers in handling of all P-1&P-2 incidents Actively identify, assess, record, resolve and escalate incidents and service requests ensuring they are handled within an agreed time limit in a professional and customer sensitive manner. •Create Active Directory accounts globally for new joiners, deprovision leavers, and make proper configuration for movers within Johnson Matthey. •Assign network drive access and rights to user’s network accounts.  •Perform account creation, password resets and unlock users/accounts for Active Directory, Exhange365, KBM, JDE, Citrix, Dynamic SL, Master Control, McAfee Endpoint Encryption, SAP and VIP Manager, •Release Quarantined emails in Force Point Security Portal. •Perform installs and remove software using System Center Configuration Manager (SCCM). •Perform level one and two troubleshooting on Windows 7,8, and 10 environment machines. •Provide support and advice on IT related issues, ensuring the best use of IT systems, influencing changes to working practices where a need is identified. •Create knowledge articles for troubleshooting systems and share information with a global Service Desk team.

 Provide 1st and 2nd level hardware and software support to 1900+ employees throughout the United States Provide 1st level support for Peoplesoft Financials, Human Resources, and Customer Relations Management Troubleshoot and fix problems encountered on PCs and triage issues with affiliated departments  Resolve clients’ issues by connecting to user’s machines remotely using LANDesk support suite Set up and configure RSA secure ID’s using Ace Data Base Administration Setup network ID’s for new employees using active directory Configure new email accounts using active directory  Troubleshoot and repair end-user PCs and laptops Create user images using Norton Ghost Provide assistance with Kodak Scanners Troubleshoot Citrix lockups  Sales Force.Com account setup  Troubleshoot/Set up Dell Computers and Mac Computers  Configure IPhone and IPad Create SOP for IT Support Center