Oversee the delivery of exceptional IT services to our diverse client base, ensuring client peace of mind. With a strong background in IT operations and a focus on customer satisfaction, I lead a dedicated team to implement best practices in service management.Key responsibilities include:•Promoting, encouraging and advocating IntegriCom’s Core Values: Relentless at improving, Selfless for our clients and each other, Professional unassuming confidence and Joyfully doing the right thing regardless.•Managing service delivery and ensuring compliance with SLAs, driving continuous improvement initiatives to enhance service quality.•Collaborating with clients to understand their business requirements and aligning IT services to support their objectives.•Leading incident and problem management processes to minimize downtime and improve resolution times.•Developing and implementing IT service management strategies that promote innovation and operational efficiency.•Fostering strong relationships with stakeholders, both internal and external, to ensure seamless communication and collaboration.

Specialized in delivering high-level technical support and solutions for a diverse range of clients. Extensive experience in troubleshooting, system administration, ensured optimal performance and security of IT infrastructures.Key responsibilities included:• Diagnosing and resolving complex hardware and software issues across various platforms.• Implementing IT projects, including system upgrades, migrations, and installations.• Collaborating with clients to develop tailored IT strategies that align with their business goals.• Providing proactive monitoring and maintenance of client systems to minimize downtime.• Training and mentoring junior technicians, fostering a culture of continuous learning and relentless improvement.With a passion for technology and a commitment to exceptional service, I thrive in fast-paced environments where I can leverage my skills to enhance client satisfaction and drive efficiency.

Supplied on-site technical support for 900+ users in 24/7 large-scale manufacturing facility. Contributed day-to-day operational support of physical and virtual server and network infrastructure. Provided proactive and break / fix maintenance of laptop, desktop, IP telephone, printer, mobile phone and tablet hardware. Handled procurement for all local IT hardware assets.•Exceeded IT support incident and request ticket SLAs, achieving 99%+ adherence to resolution time and customer satisfaction scores.•Ensured 100% hardware inventory accuracy and on-schedule lifecycle replacements for all desktops, laptops, servers, and computer room equipment via monthly audits. •Implemented site and end-user focused projects, including Windows 7 to Windows 10 migration, upgrade of Wi-Fi infrastructure, enhancing coverage 550K+ sq. ft., overhaul of mobile computing solution, allowing for real-time WMS data, and Kinexon COVID contact tracing system.•Delivered audio / visual support for site management in scheduled quarterly and occasional town hall meetings for up to 150 attendees per session across multiple shifts.•Administered application support, including MS Office (2013, 2016, O365), SAP (P12), Okta, Intune, Kronos, SolarWinds, ServiceNow, Windows (7, 10, Server 2008, 2012, 2016), and Apple iOS.

Performed SQL, Access and Excel reporting and data analysis to deliver insight into business performance and efficiency. Analyzed and compiled sales, inventory, general ledger, and marketing data to identify trends and illuminate opportunities for increasing revenue. Assumed expanded responsibilities that included user and file administration, electronic data interchange (EDI) communications, SOX and J-SOX audit documentation, ERP administration (Syspro), and team training.•Developed numerous ad-hoc and standard reports, ensuring 100% reporting data accuracy, and boosting effectiveness in key marketing and sales campaigns. •Facilitated IT portion of headquarters relocation, encompassing 20+ servers, computer room / networking hardware, and 60+ workstations / VoIP phones, achieving maximum uptime with minimal service interruptions.

Delivered top-to-bottom IT support to organization of 50+ users across United States and Australia. Oversaw systems administration (Active Directory, Windows, Linux, VMware ESXi, system backups, and network administration (LAN / WAN, VPN, PBX and VoIP telephony, DHCP, DNS). Provided for deployment, maintenance, and repair of server, PC, printer, and mobile device hardware.•Managed design, assembly, and imaging process for series of self-service library kiosk computers, accelerating fulfillment of customer orders.•Created and deployed mobile call center for use during regular off-site meetings and employee events, resulting in zero customer support downtime.•Awarded certificate in excellence, receiving recognition from peers & management.

Diagnosed, troubleshot and repaired notebook computers in an accredited warranty repair facility. Worked with a high and diverse volume of machines.