• Delivered 24x7 support model for 8000 employees across 20 locations within 98% SLA. • Implemented Chat as a Support channel, reducing inbound calls.• Rolled out a TechKnow Bar at our location---TKB is a walk up bar for users needing immediate help. This improved SLA by 28%.• Managed internal escalation communications during critical service incidents and problems; invoked problem escalation procedures to coordinate recovery.• Executed data analysis driven problem management and root cause identification, reducing repeat issues.• Experience with measuring and tracking team performance metrics. This includes First Call Resolution, Abandon Rates, Talk Times, Average Speed to Answer, trouble tickets and service requests. (KPIs)• Data driven team metrics were used resulting in improved team performance and an increase in NPS.• Provided staff leadership, direction, supervision, training and development.• Communicated regularly with staff through group meetings and individuals sessions; ensured issues and input from team members is listened to and that organization/department strategy/goals/ decisions are communicated consistently and in a timely manner.• Developed an on-call-- call back service for after hours (weekends) customers which improved after hour’s customer support experience. FCR 92.75%.• Determined staff requirements (Contractors/FTEs) based on metrics. • Developed a knowledge base for teams using the KCS principles. • Developed a plan for our Video Conferencing team to escalate calls to Service Desk for a quicker response and a better customer experience.• Refined our web ticket process to get users tickets routed properly ---one touch ticket process resulting in 30% increase in FCR for web tickets.• Developed a PAL line (Priority Access Line) so that Directors and above could make contact with service techs immediately.

• Responsible for IT Support for rapidly growing business of 500+ employees.• Managed desktop support staff to ensure all work is completed on time and SLA’s are adhered to 90%.• Developed new procedures to improve efficiency for onboarding/off boarding employees saving 30% man hours and resulting in employees being fully on-boarded in two days vs. a full week.• Managed locally the change from DF’s network to Intuit’s network.• Handled all facilities related tasks.• Managed locally the changeover from Gmail to Exchange.• Shoretel Phone System management including data analysis tools and metrics; three year avg uptime of 99.9%.• Maintain and configured Shoretel Enterprise Contact Center for Customer Care for 75 Tier I and II Reps.• Managed vendors for Facilities and IT department.• Locally managed restack of DF floors and moves to additional locations.• Conducted audits of accounts to ensure compliance for HIPAA and SOX.• Responsible for local network administration, hardware/software procurement and hardware upgrades and or replacement (including all computers and peripherals).• Implemented and planned companywide rollouts of hardware and software.• Performed conference room upgrades and maintenance.

• Managed I.T. department and staff to facilitate and delegate time-sensitive projects and managed I.T. daily workloads and internal I.T. help desk.• Developed and enforced I.T. policies and procedures for staff and users.• Conducted annual audit of I.T. services, policies and hardware to ensure and enhance cost and operationally efficiencies.• Responsible for user and desktop support for multiple offices encompassing 150-200 staff members.• Implemented and planned companywide rollouts of hardware and software.• Ensured that computers, servers and related equipment are up to date to for proper operation and efficiency.• Responsible for local network administration, hardware/software procurement and hardware upgrades and or replacement (including all computers, peripherals and smartphones).• Accountable for monitoring local networks through software management tools to assure security and operating system patches to servers and workstations are in compliance.• Assisted in development and implementation of disaster recovery plan.• Worked with DBA teams on SQL database implementations, backup and problem resolutions.• Maintained inventory of IT assets for multiple locations.• Performed installations of all computer based electronics –Printers-Wireless Routers-PC’s Servers and Routers.• Managed and forecasted site budgets.