IT Operations lead at 24x7 manufacturing facility and second distribution center site, leading a team of two Jr. IT Support Engineers. Primarily responsible for DC/EUC, incident/change management, software/hardware asset management and project management. Approve all OPEX invoices, manage vendor and service provider relationships to ensure SLA and KPI metrics are met or exceeded. Also responsible for instituting process improvements to IT operations and for producing documentation/SOPs to provide centralized training for the support team and end users.

Americas Technical Center lead for local IT responsible for the planning, acquisition, support and management of information technology systems and assets, including initiating purchase requisitions through the corporate purchasing system, while ensuring compliance with SLAs and 3rd party/vendor contracts.Manages site projects and directs the activities of the local support staff through effective team building and management of IT Infrastructure and Operations services ensuring adequate resource allocation.Analyzes methods and procedures to identify opportunities for process improvements to increase operational efficiency. Coordinates across IT functional units to drive continuous improvements through assessment of systems issues and root cause analysis.Develops and administers IT policies, procedures, and solutions to ensure prompt and seamless customer service and resolution of high-severity problems, incidents and requests. Manages change process to ensure proper tasks and approvals are documented and acquired.

Corporate lead for local IT support including support for end user devices and applications. Responsible for hands on management of audio-visual systems for corporate events, managing corporate mobility accounts including device configuration, end user support, account/contract management and compliance with the North America Mobility Policy.Direct the activities of the local support team including, PC support, asset management, IT order fulfillment, PC refresh and telecommunications/mobility. Analyze methods and procedures to identify process improvement and increase operational efficiency. Coordinate across IT functional units to drive continuous improvements through assessment of systems issues and root causes.Escalation point for vendor/contractor interaction regarding warranty repair, managed print services, systems issues, and second site lead point of contact for Data Center and Demarc support activities.

Provided hardware/software installation, trouble resolution, root cause analysis, for a court-wide LAN/WAN environment. Provided standard operation training to new analysts. Coordinated and managed small to mid-scale IT projects. Acted as escalation point for less-experienced Level 1 support analysts. Diagnosed technical issues, ensured network security, and backup/restore initiatives. Supported all standard Windows, AS400, and web-based applications. Managed, set up, and provided technology training for users.

Facilitated software and professional development training for a multi-jurisdictional, cooperative training program including local, county and state law enforcement agencies, Wayne County Prosecutors Office, and Wayne County 3rd Circuit Court. Developed written and multimedia course ware for Microsoft Office suites, AS400-JIS Case Management Software and proprietary staff development/policy seminars. Instituted quality assurance initiatives to determine training needs and identified opportunities proactively to improve the overall training experience. Maintained accurate records, schedules, and other relevant metrics.