• Oversee workloads of a 4 man team, ensuring work is assigned evenly, incidents are being handled in a timely manner, and general maintenance of the team’s servers and certificates are up to IT and Security Governance standards. • Attend management meetings between IT and the Risk departments to go over timelines, road maps, and troubleshooting updates for issues. • Attend daily and weekly stand up meetings and project update meetings to relay IT work to the Risk department managers and directors. • Lead weekly team meetings and one on one meetings to talk over goals, metrics, and development of team members. Focus on development of junior resource’s talent via coordinating training plans and provide feedback on their work.

• Head of IT project team for deployment of software upgrades. I ensured the team stayed on task and met deadlines. • Set up server environments and built out proof of concept for new software. Communicated statues to project team and lead demos of software. • Acted as a liaison between Risk Department and IT teams to help translate the business’ needs and enhancement requests into technical explanations, or taking deeply technical explanations and translating them into business appropriate language.

• Built out Proof of Concept for new Time software using a web interface • Handled administration of financial software to add users, grant rights, and change configurations at Finance’s request. • I handled all tickets that came in for troubleshooting Finance software and handled server maintenance tasks for the software.

• Responsible for ensuring adequate staffing needs for the Service Desk. Monitored call volume and swapped around schedules to fill in for analysts out or on vacation.• Created new metrics for measuring both call volume and analyst performance that replaced old metrics.• Sent out all firm wide emails for maintenance and planned outages to the firm.

• Handle all advanced Outlook technical tickets that came into the Service Desk that couldn’t be handled by team.• Compiled data from the Service Desk Tickets into detailed monthly reports for call analysis.• Lead meetings with other IT teams to review Service Desk trends for their team and recommended potential changes needed.• Reviewed analysts’ works and ticketing to provide feedback to current manager and supervisor.

• Handled calls for end user support to trouble shoot issues while achieving goal of 70% resolution rate.• Monitored emails coming into the Service Desk on a rotation.

• Developed and administered Microsoft Dynamics CRM solution for sales• Managed and developed SharePoint system for company• Responsible for all internal IT support cases, new user account set ups, and hardware set ups.