Responsible for planning, organizing and day to day management of service desk projects, applications and professionals. Participate in the development and implementation of service desk strategies to achieve desired outcomes.

Respond to telephone, email and electronic requests for support. Support many applications including Oracle’s Enterprise One, JDE World, and numerous web and Citrix based applications. Manage Avaya Definity and IP Office based telephony systems at multiple sites. Exposure to SQL and data integration environments. Support desktop, laptop, and handheld platforms on a mix of LAN, WAN and VPN connections. Document, track, and monitor technical issues to ensure a timely resolution. Act as technical escalation for the Support Center. Work on inter divisional teams and multiple projects including implementation of Oracle’s Enterprise One, testing and upgrading of BMC Software’s Remedy Helpdesk, and rolling out Microsoft Office upgrades to multiple divisions. Resolve escalated customer service issues. Conduct new employee and end user training. Plan and facilitate training for Enterprise One rollout project. Monitor business critical processes daily.

Awarded Employee of the Quarter, 3rd quarter, 2001. Received Letter of Commendation from CEO upon completion of Contract. Support all desktop PC hardware and software. Manage network resources, drive mappings, networked printers, user shares, and IP addresses. Support users on a Windows NT/2000/XP platform. Resolved all incoming hardware, software, and new PC related incidents.

Responsible for inbound helpdesk support calls. Operating System support, hardware and software support. Managed new product qualification, training, and implementation in the Service and Support department. Acted as a liaison between numerous departments and established open lines of communication regarding technical issues affecting Service and Support. Made company wide decisions regarding new products and support of existing products for Service and Support. Represented Technical Support and Customer Service on Commodity Teams, Quality Teams, and Core Platform Teams.