• Management of Helpdesk Ticketing System with a focus on SLAs• Development, implementation, and improvement of ITIL focused policies, processes, and procedures. Including but not limited to, incident management, problem management, and change management.• Leading Service Desk Team to proper incident and request resolutions• Management of service desk processes• Help guide, train, and assist service desk team• Coordination of Change Advisory Board• Providing Tier I, II, and III support to users across the company• Purchasing and managing all end user software and hardware• Development of hardware and software standards to meet the needs of the company• Management of IT Assets, including capital and non-capital equipment• Responsible for relationships with vendors for projects and purchasing• Creating good working relationships with team members and other members of the organization to ensure proper service is being provided• Assisting with and responsible for upgrading, monitoring, deploying, and regular maintenance of most IT related systems• Responsible for tracking and improving Service Desk KPIs

• Management of computer Systems, including servers, networking, phone systems, some databases, and other software as a service products• Manage Helpdesk Ticketing System: SLA setup, workflows, Support Portals, Solutions pages, helpdesk analytics, and helpdesk agent management• Implementation of new software and processes• Coordinating I.S. support for Global Offices• Special projects for new construction/renovation areas with A/V systems and other I.S. Systems• Provide tier II and tier III I.S. end-user support• Manage Interns, I.S. Specialist, I.S. Specialist Projects and delegate task as needed• Purchasing new hardware, software, coordinate with vendors for installation of other I.S. products• Coordinate software training for new products with end-users

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Install and perform minor or major repairs to hardware, software, or peripheral equipment, following design or installation specifications. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Participated in regular on call rotation   Refer major hardware or software problems or defective products to vendors or technicians for service. Answer help desk phone and submit help desk tickets. Provided End-user support. End-user support was the major focus.