Managing a team of 45 resources, providing coverage to 6 major accounts, located in 9 states, supporting 11,000 devices across North America. Responsible and accountable to maintain SLA’s across all locations for computing platforms and telecommunications. • Monitor of ticket volumes and ensuring team members are achieving their target productivity for financial recovery, budget management and accurate labor forecasting.• Participate in a Regional Daily Service Review to determine accurate staff coverage for Northeast sites – adjust staffing to address fluctuations in daily work volumes. • Serve as the single point of contact, for ETS and Motorola Accounts to ensure all client requests were addressed in an expeditious manner as well as scheduling project efforts to ensure adequate resource availability.• Performed project management role for ETS Account Refresh activity.• Serve as leader of Employee Satisfaction Team to address employee engagement and improve processes for the organization.

Provided global leadership to technical teams supporting corporate critical applications in the Sales and Marketing and R&D • Led tiger team to improve performance of Sales and Marketing reporting application MS CRM resulting in 30% response and productivity improvements • Managed team to reduce the number of SAP customer cases resulting in 80% backlog reduction • Implemented support model improvements to track problems for external BizTalk customer problems using corporate problem management tool

Manage global team of 17 employees’ located worldwide regions, providing 7x24 supports to manage the resolution of business critical outages• Provide global leadership to the Service Assurance organization in order to drive IT service delivery compliance and improvement at a regional level• Collaborate with IT lines of service to ensure high business impact engagement and timely service restoration • Manage Critical Outages and Root Cause Analysis processes and drive process improvements• Drive Root Cause Analysis Trending to reduce outages, resulting in IT service performance improvements• Work with IT lines of service to manage ticket queues reducing problem resolution time