• Strategic planning and management of concurrent corporate initiatives, including: team building, requirements gathering, project scope, feasibility, vendor selection, prototyping, risk analysis and project implementation, as well as ongoing technology support operations.• Managed a Help Desk Support team of 3 in the Dallas/Fort Worth, Austin, and West Texas regions who support 20 locations and approximately 250 employees. • Managed the IT department operational budget and procurement. • Proactively prepared and presented business cases for improvements to C-level leadership. • Developed HIPAA compliant best practices policies and procedures for IT operations department, documenting industry methods and standards used for application deployment and systems infrastructure critical to the business needs.• Accountable for ensuring security controls are adhered to, systems are secure, and unauthorized access is prevented. • Promoted creative and effective staff recruitment and retention activities to ensure that the organization is attracting and retaining quality, energetic, dedicated staff. • Negotiated contracts with vendors, outsourcing partners, and consultants. In conjunction with the Senior Director of IT, re-engineer systems support to ensure they align with business processes, tactical planning, and strategic vision. • Reduced data center and remote office server environments by migrating all physical servers to a VMWare and Cisco UC platform operating on Pure SAN system architecture.Solely manage PPGT servers, networks, and endpoint security, including NextGen EMR. • Implemented Meraki firewall and VPN solution to support telehealth and telecommuting initiatives. • Benchmark, monitor, analyze, and make recommendations for the improvement of the IT infrastructure and IT systems.

• Directed all aspects of IT Service Desk delivery and performance. • Oversaw client relationships with various business units on the Argos USA contract. • Managed a field services team consisting of 6 direct reports who supported 335 locations and approximately 1700 network users for client Argos USA. Ensured work was correctly scoped and staffed (technicians, vendors, etc.) to address client needs. • Responded promptly to client calls/email to resolve questions and problems, escalating to senior leadership when appropriate. • Conducted regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energize the staff. • Facilitated on-going training of technical staff. • Performed HR function handling all production performance review, hiring, and coaching of employees. • Managed local projects in coordination with Senior Project Managers. Assisted with Tier 2/3 issue resolution.

• Managed the company’s US Help Desk department, ensuring timely and efficient first, second, and third level support on a 7x24 basis to approximately 1700 network users and 335 locations. • Responsible for hiring, training, and providing leadership to Help Desk personnel. • Served as an around-the-clock contact for all related support issues, providing advanced 1st-3rd level support. • Monitored trouble ticket database and coordinated personnel to ensure timely resolution of problems. • Continuously demonstrated excellent management and decision-making skills concerning Argos IT policies, processes, and procedures, with a proven track record of excellent customer service and completing tasks and projects within budget and on schedule. • Defined all hardware standards for desktops, laptops, cell phones, printers, and other desk-side hardware. • Responsible for creating and updating corporate standard OS image deployed to user workstations. • Primarily responsible for all desk-side equipment purchasing including, but not limited to, workstations, peripherals, and cell phones. • Performed comprehensive hardware inventory for the company’s Gulf Coast region and created a database to maintain asset, location, and warranty information for all desktops, laptops, thin clients, printers and monitors.• Assisted Infrastructure team with Tier 2/3 application/server/network troubleshooting.

• Deployed and supported Altiris server with Client Management Suite to assist with PC patch management, imaging, and inventory. • Deployed Altiris Software Virtualization Solution to create virtual software packages to deliver to end users. • Worked with many different vendor solutions to increase internal security, which included group policy creation, email encryption, web content filtering, hard drive encryption, and removable device protection.

• Designed and integrated the networks at trade shows in Dallas, Atlanta, and Kansas City. This included IPSec VPN and Microsoft Terminal Server configuration to provide seamless access to the AdvoCare's application environment. • Administered AdvoCare’s core computing environment at AT&T collocation data center. It consisted of 30 servers, 150 users that were primarily Windows 2000/XP/2003, and one MAC OSX server that ran on Active Directory in an Exchange 2003 environment on Dell hardware. • Solely responsible for implementing and supporting Apple XServer, Apple desktop and laptop environment for the Creative Department.

• Maintained Windows 2000 web server for customers requiring IIS and FrontPage extensions. • Managed customer accounts and worked with customers to diagnose and fix connectivity issues. • Performed desktop hardware and software troubleshooting and repair.

• Responsible for signing up and activating new Internet customer accounts. • Resolved connectivity issues for clients with Dial-up services.